Role Description The objective of the Loss Mitigation Department is to assist borrowers to avoid foreclosure and mitigate the losses of non-performing assets by offering retention or liquidation options based on each borrower’s unique circumstances. - Provide a single point of contact to specific customers who are having difficulty making payments. - Help the customer apply for payment relief programs and understand alternatives to foreclosure. - Own the contact with the customer from the point of referral through to resolution. - Resolution may include return to current payment status, short-term payment plan, loan modification, short sale, deed-in-lieu, or foreclosure. - Inform the customer of all options and programs. - Assist in gathering all necessary information from customers. - Advise customer of eligibility for programs and decisions on payment relief requests. - Help customer consider other alternatives to foreclosure if payment relief is not approved. Qualifications - High School Diploma or equivalent required. - MUST be able to operate in a WINDOWS environment, MS Word and Excel preferred. - Excellent customer service skills (written and verbal). - Ability to collaborate with various constituents. - Strong influencing skills. - Must be able to work in a fast pace, high volume area. - Excellent organizational and time management skills. Requirements - Act as single point of contact for specific borrowers, while managing them through and/or out of the default process. - Retain complete accountability for borrower’s requests relative to delinquency process. - Engage in loss mitigation discussions and develop workout hierarchy with borrowers when appropriate. - Utilize proper listening and negotiation skills to maintain delinquent loans through repayment agreements. - Service delinquent mortgage loan accounts in accordance with client, investor and insurer guidelines. - Perform in accordance with expectations as set forth in the department’s policies and procedures. - Ensure that all communication to borrowers and authorized third parties is simple to understand and empathetic. - Comply with all state and federal laws and DMI’s Legal and Information Protection requirements. - Collaborate with various support departments to identify needs and propose innovative solutions. - Escalate issues timely to applicable channels. - Attend meetings and participate in projects. - Successfully complete mandatory training requirements and department specific training. - Successfully complete annual regulatory compliance training. - Perform other related duties as assigned. Benefits - Medical, Dental, Vision, Wellness, Flexible Spending Account, and Employee Assistance Program and more. - Employer paid Life Insurance, Short Term Disability, and Long-Term Disability. - 401 (K) Plan with company match. - Paid Vacation, Sick, Personal and Holidays.

Are you a current UMass Memorial Health caregiver? Apply now through Workday. Exemption Status: Non-Exempt Hiring Range: $22.29 - $36.69Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations. Schedule Details: Monday through Friday Scheduled Hours: 830a-5p Shift: 1 - Day Shift, 8 Hours (United States of America) Hours: 40 Cost Center: 99940 - 5492 Patient Access Center Union: SHARE (State Healthcare and Research Employees) This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process. Everyone Is a Caregiver At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day. The role of the Lead Patient Access Scheduling agent is to lead daily operations of assigned areas within the Patient Access Center (PAC). The PAC is designed to be a premier health contact center that provides patients, families and referring providers multiple pathways to connect to UMMH. I. Major Responsibilities: 1. Distributes and monitors the flow of work for an assigned group of employees. Serve as the lead for escalated phone calls, technical issues and workflow questions. Resolve or escalate issues where appropriate and provide customer service recovery when necessary. 2. Coordinates the daily activities for the Patient Access Center (PAC), including but not limited to scheduling, maintaining work queues, and performing statistical reporting. 3. Disseminates communication with staff and assists the supervisor in conducting training. 4. Works with clinic and departments to promote a harmonious relationship and atmosphere of teamwork and partake in process improvement initiatives. 5. Implements the PAC’s policies and procedures, supporting short and long-term goals, and acting as liaison with patients, referring providers, UMMH providers, hospitals and senior leadership. 6. Organizes and maintains clear channels of communication with staff and exhibits appropriate communication with all levels of personnel. 7. Handles incoming phone calls from patients, families and referring providers to schedule patient appointments. Scheduling scope includes multiple providers across multiple clinics/departments, practices across multiple campuses. 8. Makes outbound phone calls to patients to schedule appointments with specialists and subspecialists. 9. As part of the appointment scheduling process, secure the information needed to facilitate the financial aspects of medical care such as patient demographics (name, date of birth, etc.), insurance information, and account guarantor. Processes updates and corrections to patient insurance and demographic information. Collects patient liabilities prior to or on the date of service, as appropriate. 10. Based upon appointment visit type, secure medical records from outside health care organizations to ensure the provider has the necessary medical information to provide care. 11. Schedules in office procedures (such as biopsies, etc.), which often requires scheduling the appointment and scheduling the room where the procedure will take place. 12. Applies relevant functional knowledge of multiple treatment areas, the priority and sequence of associated procedures, tests and primary care services. 13. Prioritizes visits and services in a manner that will foster more efficient utilization of physician’s clinical staff, and patient’s time, as well as equipment and facilities. Standard Lead Level Responsibilities: 1. Distributes and monitors the flow of work for an assigned group of employees. Provides recommendations to manager or supervisor for the most efficient utilization of assigned personnel. Relays work instruction from the supervisor. 2. Provides training and technical assistance to employees within the assigned work area. Assists supervisor in assuring that assigned employees are provided with appropriate resources, materials, and methods. 3. Complies with established departmental policies, procedures, and objectives. 4. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors. 5. Attends variety of meetings, conferences, and seminars as required or directed. 6. Demonstrates use of quality improvement in daily operations. 7. Complies with all health and safety regulations and requirements. 8. Maintains, regular, reliable, and predictable attendance. 9. Performs other similar and related duties as required or directed. All responsibilities are essential job functions. II. Position Qualifications: License/Certification/Education: Required: 1. High School education plus additional specialized courses. Preferred: 1. Associate’s degree in business or healthcare-related field. Experience/Skill: Required: 1. 3+ years of related experience. 2. Ability to use specialized applications software and computer systems for patient registration and scheduling and knowledge of business office procedures. 3. Good leadership skills, knowledge of medical terminology, third party payer billing and managed care requirements and procedure. 4. Knowledge of primary care medical processes and associated procedures and tests. 5. English speaking, reading and writing skills. 6. Strong intrapersonal and communication skills. Preferred: 1. Bilingual speaking, reading, and writing skills. Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements. Department-specific competencies, including age-specific competencies and their measurements, will be developed, and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents. III. Physical Demands and Environmental Conditions: Work is considered sedentary. Position requires work indoors in a normal office environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day. As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.

Are you a current UMass Memorial Health caregiver? Apply now through Workday. Exemption Status: Non-Exempt Hiring Range: $20.94 - $29.27Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations. Schedule Details: Monday through Friday Scheduled Hours: 8:30-5:00 Shift: 1 - Day Shift, 8 Hours (United States of America) Hours: 40 Cost Center: 99940 - 5492 Patient Access Center Union: SHARE (State Healthcare and Research Employees) This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process. Everyone Is a Caregiver At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day. The role of the Patient Access Scheduling Agent is the front door for patients to secure access to the right care, at the right time, with the right provider. The Patient Access Scheduling agent performs a variety of complex scheduling activities that ensures patients get access to the care they need by providing exceptional patient service. I. Major Responsibilities: 1. Handles incoming phone calls from patients, families and referring providers to schedule patient appointments. Scheduling scope includes multiple providers across multiple clinics/departments, practices across multiple campuses. 2. Makes outbound phone calls to patients to schedule appointments with specialists and subspecialists. 3. As part of the appointment scheduling process, secure the information needed to facilitate the financial aspects of medical care such as patient demographics (name, date of birth, etc.), insurance information, and account guarantor. Processes updates and corrections to patient insurance and demographic information. Collects patient liabilities prior to or on the date of service, as appropriate. 4. Based upon appointment visit type, secure medical records from outside health care organizations to ensure the provider has the necessary medical information to provide care. 5. Schedules in office procedures (such as biopsies, etc.), which often requires scheduling the appointment and scheduling the room where the procedure will take place. 6. Applies relevant functional knowledge of multiple treatment areas, the priority and sequence of associated procedures, tests and primary care services. 7. Prioritizes visits and services in a manner that will foster more efficient utilization of physician’s clinical staff, and patient’s time, as well as equipment and facilities. Standard Staffing Level Responsibilities: 1. Complies with established departmental policies, procedures and objectives. 2. Attends variety of meetings, conferences, seminars as required or directed. 3. Demonstrates use of Quality Improvement in daily operations. 4. Complies with all health and safety regulations and requirements. 5. Respects diverse views and approaches, demonstrates Standards of Respect, and contributes to creating and maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors. 6. Maintains, regular, reliable, and predictable attendance. 7. Performs other similar and related duties as required or directed. All responsibilities are essential job functions. II. Position Qualifications: License/Certification/Education: Required: 1. High school diploma. Preferred: 1. Associate’s degree in business or healthcare-related field. Experience/Skills: Required: 1. English speaking, reading and writing skills. 2. Strong intrapersonal and communication skills. Preferred: 1. Previous scheduling and/or phone customer services experience. 2. Previous experience in a health care organization. 3. Bilingual speaking, reading, and writing skills. Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements. Department-specific competencies and their measurements will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents. III. Physical Demands and Environmental Conditions: Work is considered sedentary. Position requires work indoors in a normal office environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day. As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.

Are you a current UMass Memorial Health caregiver? Apply now through Workday. Exemption Status: Non-Exempt Hiring Range: $20.94 - $33.59Please note that the final offer may vary within this range based on a candidate’s experience, skills, qualifications, and internal equity considerations. Schedule Details: Monday through Friday Scheduled Hours: 8:30am - 5:00pm Shift: 1 - Day Shift, 8 Hours (United States of America) Hours: 40 Cost Center: 99940 - 5492 Patient Access Center Union: SHARE (State Healthcare and Research Employees) This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process. Everyone Is a Caregiver At UMass Memorial Health, everyone is a caregiver – regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 20,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day. The role of the Patient Access Scheduling Agent is the front door for patients to secure access to the right care, at the right time, with the right provider. The Patient Access Scheduling agent performs a variety of complex scheduling activities that ensures patients get access to the care they need by providing exceptional patient service. I. Major Responsibilities: 1. Handles incoming phone calls from patients, families and referring providers to schedule patient appointments. Scheduling scope includes multiple providers across multiple clinics/departments, practices across multiple campuses. 2. Makes outbound phone calls to patients to schedule appointments with specialists and subspecialists. 3. As part of the appointment scheduling process, secure the information needed to facilitate the financial aspects of medical care such as patient demographics (name, date of birth, etc.), insurance information, and account guarantor. Processes updates and corrections to patient insurance and demographic information. Collects patient liabilities prior to or on the date of service, as appropriate. 4. Based upon appointment visit type, secure medical records from outside health care organizations to ensure the provider has the necessary medical information to provide care. 5. Schedules in office procedures (such as biopsies, etc.), which often requires scheduling the appointment and scheduling the room where the procedure will take place. II. Position Qualifications: License/Certification/Education: Required: 1. High school diploma. Preferred: 1. Associate’s degree in business or healthcare-related field. Experience/Skills: Required: 1. English speaking, reading and writing skills. 2. Strong intrapersonal and communication skills. Preferred: 1. Previous scheduling and/or phone customer services experience. 2. Previous experience in a health care organization. 3. Bilingual speaking, reading, and writing skills. Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements. III. Physical Demands and Environmental Conditions: Work is considered sedentary. Position requires work indoors in a normal office environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. We’re striving to make respect a part of everything we do at UMass Memorial Health – for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day. As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.