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ADMINISTRATIVE OFFICER III

Constituent Services Coordinator

Recruitment #22-002247-0023

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Introduction

MHBE is accepting applications for a vacant Constituent Services Coordinator position! 

The Maryland Health Benefit Exchange (MHBE) is responsible for the administration of Maryland Health Connection, the State's health insurance marketplace, under the Patient Protection and Affordable Care Action of 2010 (ACA). MHBE works with the Maryland Department of Health, the Maryland Insurance Administration, the Department of Human Services, and stakeholders statewide.

MHBE Vision Statement: High-quality, affordable health coverage for all Marylanders.
Mission Statement: We improve the health and well-being of Marylanders by connecting them with high-quality, affordable health coverage through innovation, technology, and customer service.
Values: Diverse & Inclusive, Innovative, Collaborative, & Ethical

For more information on MBHE please visit our website.

GRADE

15

LOCATION OF POSITION

MHBE is adhering to a hybrid work schedule. Work for this position will be completed at a remote location of your choice (3 days) and at our office located at 750 E. Pratt St, 6th Floor, Baltimore, MD 21202 (2 days).

POSITION DUTIES

This case management position will provide correspondence services and constituent services, tailored to the needs of MHBE. Correspondence between the Governor’s Office, Legislative offices, constituents, and other stakeholders involved in enrollment into the health insurance plans. Research policy and procedures related to enrollment. Troubleshoot and problem solve. This position will be responsible for an extremely high volume caseload. The employee in this position will maintain ownership of case until case can be officially closed by the Maryland Health Benefit Exchange.

  • Conduct research and analyze pertinent facts against appropriate regulator and policy provisions and develop written recommendations to management for the appeal decision.
  • Prepare written reports analyzing alternatives, review and recommendations for management action, strategy, policy determinations and process changes.
  • Provide extensive interpretation of state and federal eligibility statues, regulations, policies, and guidelines to the administrative vendor, enrolled subscribers, and the general public.
  • Constituent Services tailored to MHBE including communicating promptly and courteously with customers, the Governor's office, Legislator's offices, and other relevant stakeholders.
  • Create and maintain records including documenting communications, findings, requests, and research process. Track correspondence in CRM, HBX, and MHBE tracker databases.
  • Work to ensure understanding of constituent and/or stakeholder issues and provide clarification to resolves issues as completely as possible.

MINIMUM QUALIFICATIONS

Experience: Seven years experience in administrative staff or professional work.

Notes:

1. Candidates may substitute the possession of a Bachelor's degree from a college or university and three years of experience in administrative staff or professional work for the required experience.

2. Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 credit hours for each year of the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included the regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience.  

DESIRED OR PREFERRED QUALIFICATIONS

  • Knowledge of and experience with Medicaid eligibility
  • Knowledge of and experience with Qualified Health Plans
  • Extensive customer service experience

LICENSES, REGISTRATIONS AND CERTIFICATIONS

Employees in this classification may be assigned duties which require the operation of a motor vehicle. Employees assigned such duties will be required to possess a motor vehicle operator’s license valid in the State of Maryland.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the eligible (employment) list for at least one year.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position. It is important that you provide complete and accurate information on your application. Please report all experience and education that is related to this position.

BENEFITS

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you are unable to apply online, you may submit a paper application:

via email: jasciel.stamp@maryland.gov
via mail: MHBE Office of Human Resources
750 E. Pratt St, 6th Floor
Baltimore, MD 21202

Resumes will not be accepted in lieu of completing the online or paper application. Applications must be received no later than the close of business on the closing date.

As an equal opportunity employer, Maryland is committed to recruiting, retaining, and promoting employees who are reflective of the State's diversity. People with disabilities and bilingual candidates are encouraged to apply. We thank your Veterans for their service to our country and encourage them to apply.

Appropriate accommodations for individuals with disabilities are available upon request by calling MD TTY Relay Service.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact the Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issues before the employer can take any employment action against you.



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