Outreach Ombudsman

This role participates in outreach events to communities served by My Ombudsman and also serves to investigate, mediate, and resolve issues reported by Mass Health members. The Outreach Ombudsman devotes approximately 65% of their time to community engagement efforts (in-person and virtual) and provides direct member support via casework. The Outreach Ombudsman will work under the co-supervision of the Team Manager and Outreach Manager.

The role requires the ability to drive, a valid license, and a clear driving record.

• Develop and implement a plan to visit My Ombudsman’s partner organizations and provide in-person Ombudsman services.
• Attend outreach events and give presentations to introduce My Ombudsman to new partners and members.
• Provide community education on Mass Health member benefits and rights.
• Participate in outreach meetings, event planning meetings, and other meetings related to community outreach.

• Prepare a plan for investigating and resolving the complaint.
• Gather additional information, and help the member prioritize the importance of each complaint (if they have more than one).
• Investigate the complaint by contacting involved parties and conducting research via policies and handbooks.
• Flag emerging urgent or time-sensitive cases and alert the appropriate parties in accordance with program policies.
• Maintain ongoing communication with all involved parties (member, provider, plan, etc.) in accordance to program policies.
• Provide accurate and thorough answers (conducting research as necessary) in response to member requests for information.
• Provide members with referrals and “warm hand-offs” to external organizations when appropriate.
• Collect member data and document pertinent information in My Ombudsman’s database in accordance with program policies.

• Learn the mission, philosophy, background, and operations of My Ombudsman and the Disability Policy Consortium.
• Build and maintain a strong foundation of Mass Health and health plan knowledge.
• Stay current with new Mass Health policies and health plan updates.

• Interact with all members compassionately and respectfully while remaining professional and impartial.
• Apply principles of disability rights, independent living, and accessibility when listening to and responding to member concerns.
• Employ active and mindful listening techniques while maintaining healthy, professional boundaries.
• Communicate with all members in an approachable, professional, and easy-to-understand manner.

• Maintain the privacy, integrity, and storage of personal identifying information in accordance with program policies.
• Keep paper copies of personally identifying information (PII) or other sensitive information in locked filing cabinets and/or offices identified by DPC.
• Ensure that third parties are not allowed access to physical or electronic data or records.
• Comply with all applicable laws, regulations, and contractual provisions and abide by the procedures and requirements to maintain privacy and confidentiality, as outlined by the Executive Office of Health and Human Services.

• Perform day-to-day program tasks such as documenting, writing, typing, faxing, copying, filing (following established protocols for paper and electronic files), processing forms and paperwork, and gathering data necessary for reporting.
• Participate in team meetings and discussions.
• Prepare and submit all required documents (such as case summaries, supervision worksheets, etc. in a timely manner).
• Ensure professional quality, technical accuracy, and timely completion and delivery of the responsibilities of the position.
• Th…