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CASE MANAGER

ADMINISTRATIVE OFFICER I

Recruitment #25-002711-0044

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Introduction

The Attorney General is the chief legal officer of the State of Maryland. The Office of the Attorney General (OAG) has the general charge, supervision, and direction of the State’s legal business, acting as legal advisors and representatives of the major agencies, various boards, commissions, officials, and institutions of State Government. The OAG also protects the public by civil enforcement of antitrust, civil rights, consumer protection, and securities laws and regulations and by the prosecution of organized crime, Medicaid fraud, environmental crimes, insurance fraud, state tax evasion, and other statutorily assigned matters. As Maryland’s 47th Attorney General, Anthony G. Brown leads the Office with a critical focus on equity, justice, and fairness.

GRADE

13

This position offers a salary range of $54,886 - 76,981, with potential for advancement up to $84,995 based on qualifications, equity, and hiring guidelines. Initial salary offers are determined by qualifications, experience, and available budget, and typically do not exceed $76,981.

LOCATION OF POSITION

Office of the Attorney General
Consumer Protection Division
Health Education and Advocacy Unit
200 St. Paul Place
Baltimore, Maryland 21202

Main Purpose of Job

The Health Education and Advocacy Unit (HEAU) is seeking a dedicated and compassionate individual to join our team as a Case Manager.  The Consumer Protection Division HEAU plays a vital role in protecting and empowering Maryland consumers by:

  • Assisting individuals in resolving billing disputes with health care providers and insurers.
  • Helping consumers navigate health insurance coverage denials and appeals.
  • Educating the public about their healthcare rights and responsibilities.
  • Advocating fair and equitable access to healthcare services.

The Unit handles about 2,000 consumer complaints, 4,500 hotline calls, and 6,000 emails annually, highlighting the importance of our work. Our team includes two attorneys, a case manager, an administrative assistant, and seven ombudsmen, along with volunteers, interns, and law clerks who support us year-round. 

Join our team if you are passionate about assisting individuals in navigating complex healthcare systems and wish to be part of a mission-driven group that advocates for consumers and promotes health equity.

POSITION DUTIES

The Case Manager is essential to HEAU’s mission of advocating for and assisting Maryland healthcare consumers by performing these key responsibilities:  

  • Receive, and process consumer complaints submitted via mail, email, fax, and online.
  • Input complaint data into the HEAU database and maintain accurate records.
  • Generate reports from databases.
  • Draft and send referral or acknowledgment letters and other correspondence.
  • Monitor and respond to emails in the HEAU inbox within established timeframes.
  • Communicate with consumers, healthcare providers, insurers, and other stakeholders via phone, email, and written correspondence.
  • Close case files.
  • Assist in preparing data for reports and perform database maintenance.
  • Provide administrative support including document preparation, file management, and meeting preparation.
  • Assist with the general administration.
  • Candidates should possess excellent written and verbal communication abilities, strong organizational skills, and attention to detail. They must be capable of working both independently and collaboratively with colleagues.

MINIMUM QUALIFICATIONS

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

Experience: One year of administrative staff or professional work.

Notes:

1. Candidates may substitute 30 college credit hours from an accredited college or university for the required experience.

2. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included 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

The ideal candidate will have:

  • A bachelor's degree from an accredited four-year college or university. 
  • One year of case management or healthcare related customer service experience.
  • Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams).
  • Knowledge of, or experience with, health insurance or medical billing. 
  • Experience with database systems (e.g., SQL, MS Access, Salesforce, etc.) or electronic health record systems. 

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

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 and answer all supplemental questions. 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/incomplete application forms will not be accepted. Please include start/end dates and detailed job duties for each work experience.
Successful candidates will be placed on the eligible list for at least one year.  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.

BENEFITS


The successful candidate will be eligible for subsidized health benefits (medical, prescription, dental and vision coverage) and life insurance; leave, including annual (vacation), personal, sick, and paid parental leave; and will be eligible for participation in a contributory defined benefit pension plan in which they are vested after ten years. State employees are eligible to participate in two supplemental retirement plans: the 457 Deferred Compensation Plan and the 401(k) Savings and Investment Plan. The State also offers a free mass transit benefit for local bus and express bus services. 

FURTHER INSTRUCTIONS

Online applications are STRONGLY preferred. Please upload a resume in addition to the on-line application. If the online application process is not available, please send your paper application and supplemental questionnaire to careers@oag.state.md.us or fax to 443-681-1062.   TTY Users: call via Maryland Relay.

If you have specific questions about recruitment, email careers@oag.state.md.us.  

The Office of the Attorney General is an equal opportunity employer that encourages all interested persons to apply regardless of race, color, religion or belief, ancestry, national origin, age, marital status, sexual orientation, gender identity and/or expression, disability, pregnancy, family or parental status, veteran status, genetic information, or any protected category prohibited by local, State or federal laws.




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