MEDICAL CARE PROGRAM ASSOCIATE LEAD/ADVANCED

ASTD12

MDH, Community Liaison and Care Coordination, 201 W. Preston Street, Baltimore, MD

The Maryland Medicaid Managed Care Program operates the consolidated HealthChoice Call Center consisting of 12 FTE staff who function as telephone call agents and handle an average of 800 – 1,000 calls daily from three dedicated trunk lines (recipient, provider, and pregnant women). This position will provide customer service and resolution for recipient/provider concerns for various Medicaid programs, including, but not limited to HealthChoice, Maryland Children’s Health Program (MCHP) and the Family Planning Program. This position will also educate callers regarding Medicaid system access and navigation by reviewing State and Federal regulations, policies, and procedures. This position will triage all calls from Medicaid recipients/providers using standard operating procedures (SOPs). A call assessment determines the call type (Inquiry or Complaint), which is then documented in the Customer Relations Management (CRM) System, per SOPs. This position will refer all complex medical complaints to the Division of Complaint Resolution (CRU). This position also assists the supervisor with day-to-day operations of the call center to implement policies, collects and tracks call data through various reports/spreadsheets, triages and assigns calls to staff, and monitors agent performance for call management, efficiency, and accuracy of information given to customers through training and coaching.

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Three years of clerical experience applying policies in a medical care, health insurance or federal or State entitlement program.

Notes: 1. Additional general clerical experience may be substituted on a year-for-year basis for the required education.

2. College credits from an accredited college or university may be substituted for the required experience at the rate of 30 credit hours for one year of experience.

The desired candidate should have experience in a call center setting, experience interpreting Medical Care Program regulations, policies and procedures, experience collecting and organizing statistical information and preparing concise reports, experience training and reviewing the work of lower-level Medical Care Program Associates and experience communicating effectively with co-workers, supervisors and the general public.

Applicants who meet the minimum (and selective) qualifications will be included in further evaluation. The evaluation may be a rating of your application based on your education, training and experience as they relate to the requirements of the position. Therefore, it is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates and hours of work. Clearly indicate your college degree and major on your application, if applicable. For education obtained outside the U.S., any job offer will be contingent on the candidate providing an evaluation for equivalency by a foreign credential evaluation service prior to starting employment (and may be requested prior to interview). 

Complete applications must be submitted by the closing date. Information submitted after this date will not be added. 

Incorrect application forms will not be accepted. Resumes will not be accepted in lieu of a completed application.

Candidates may remain on the certified eligible list for a period of at least one year. The resulting certified eligible list for this recruitment may be used for similar positions in this or other State agencies.

STATE OF MARYLAND BENEFITS

Online applications are highly recommended. However, if you are unable to apply online, the paper application (and supplemental questionnaire) may be submitted to MDH, Recruitment and Selection Division, 201 W. Preston St., Room 114-B, Baltimore, MD 21201. Paper application materials must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted.

If additional information is required, the preferred method is to upload.  If you are unable to upload, please fax the requested information to 410-333-5689. Only additional materials that are required will be accepted for this recruitment. All additional information must be received by the closing date and time.

For questions regarding this recruitment, please contact the MDH Recruitment and Selection Division at 410-767-1251.

If you are having difficulty with your user account or have general questions about the online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at 410-767-4850 or Application.Help@maryland.gov. 

Appropriate accommodations for individuals with disabilities are available upon request by calling: 410-767-1251 or MD TTY Relay Service 1-800-735-2258.

We thank our Veterans for their service to our country.

People with disabilities and bilingual candidates are encouraged to apply.

As an equal opportunity employer, Maryland is committed to recruitment, retaining and promoting employees who are reflective of the State's diversity.