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Claims and Benefits Manager

Program Manager IV

Recruitment #26-005479-0007

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Introduction

Maryland's Family and Medical Leave Insurance (FAMLI) program makers sure all workers in Maryland have paid time off for medical and family reasons.  FAMLI is a social insurance system covering 2.6 million workers and 180,000 employers, delivered as a digitally native, public-facing services.  We're in the early stages of building something as big as far-reaching as unemployment insurance or a new health department.  We know that delivering services primarily through a website, over the Internet, is a new way of doing business in government.

The Claims and Benefits Directorate is responsible for ensuring prompt and accurate processing of paid leave claims and insurance of benefit payments to eligible workers. 

As a senior leader of the Claims and Benefits Directorate, the Claims and Benefits Manager will report to the Director of Claims and Benefits and will assist with developing and implementing the Claims and Benefits staffing structure, daily operations and procedures and ensuring that state policies and regulations are met by the department. 

GRADE

22

LOCATION OF POSITION

Maryland Department of Labor
100 S. Charles Street
Baltimore, Maryland 21201

Main Purpose of Job

The Claims & Benefits Manager is one of the senior leaders of the Claims & Benefits Directorate in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor (MD Labor). During the build phase of FAMLI, the Claims & Benefits Manager will develop processes and procedures to ensure paid leave claims are processed accurately and timely. The Claims and Benefits manager will also develop processes and procedures relating to adjudication of potentially disqualifying issues and the reconsideration of previous denials. The Manager will collaborate with the FAMLI Policy, Digital Services, Insurance Plan Compliance, and Customer Care teams when creating policies and procedures. The Claims & Benefits Manager is an essential team member and is crucial to the success of the Claims & Benefits team, which is at the heart of FAMLI’s mission to ensure working Marylanders can afford to take time off to care for their loved ones and themselves.

POSITION DUTIES

Duties of this position include but are not limited to:

  • Work closely with the Director of Claims and Benefits to determine the most appropriate and efficient organizational structure for the Claims and Benefits Directorate;
  • Drafts MS-22s for necessary positions within the Claims and Benefits Directorate;
  • Serve as hiring manager and oversee hiring, onboarding, and training of Claims and Benefits staff;
  • Work with the Director of Claims and Benefits to draft FAMLI-specific positions for the Claims and Benefits directorate;
  • Establishes adjudication policies and procedures for the Claims and Benefits Directorate;
  • Establishes reconsideration policies and procedures for the Claims and Benefits Directorate;
  • Oversees the implementation of policies and procedures, evaluates their effectiveness, and revises policies and procedures, when needed; 
  • Work closely with other FAMLI directorates to build a case management system for Claims and Benefits staff; 
  • Investigate operational problems and propose solutions to FAMLI leadership;
  • Claims intake and processing (in person or virtually) as needed if increased volume, backlog/overflow or coverage issues occur;
  • Approves timesheets for team members;
  • Manages scheduling and approves leave to ensure the team is properly staffed;
  • Investigate operational problems and propose solutions to FAMLI leadership;
  • Performs other related leadership duties required;
  • Complete performance reviews and evaluations (PEP);
  • If necessary, ensure corrective actions are taken for those not meeting expectations (PIP); 

MINIMUM QUALIFICATIONS

Education:

A Bachelor's degree from an accredited college or university.
 
AND 

Experience:

Ten (10) years of experience of professional experience in program or operations management in a large or complex environment.  Six (6) years of experience in administrative staff or professional staff work.  Two (2) years of this experience must have involved one or more of the following: the supervision of other employees, applying rules and regulation or exercising responsibility for the development of policies or procedures and an additional four years of experience in a public or private agency related to rendering and /or determining eligibility for Human Service Program,  or an insurance claims processing and fraud investigation program. 

Notes:
1. Candidates may substitute and additional six (6) years of experience in administrative staff or professional staff work for the four (4) additional years of experience.  One (1) year of this experience must have involved one or more of the following: the supervision of other employees, applying rules and regulations, or exercising responsibility for the development of policies or procedures. 
2. Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 credits hour on a year-for-year basis for the required general experiences. 

DESIRED OR PREFERRED QUALIFICATIONS

  • Advanced Degree or Master's Degree is preferred. 
  • Strong verbal and written communication skills, with the ability to communicate complex information clearly is preferred.
  • Experience in:
    • Paid leave, unemployment insurance, workers compensation, or any other private or public benefits administration program. 
    • Standing up new government programs.
    • Drafting standard operation procedures, policy and/or complex documents. 
    • Strategic planning and implementing organization-wide initiatives. 
    • Supervising and leading multiple teams or units, including supervisors.
    • Process improvement, systems modernization, or technology implementation. 
    • Interpreting and applying state or federal laws, regulations, or administrative policies.

SPECIAL REQUIREMENTS

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud.  Any unpaid debt may have an impact on whether or not a candidate is offered employment.

SELECTION PROCESS

All information concerning the qualifications, including any required documentation (diploma, transcript, certificate, etc.) must submitted and received by the closing date.  Information submitted after this date will not be considered.  Applications that meet minimum and/or selective qualifications will be referred to the hiring unit for interview selection.  Units will select those candidates most closely demonstrating the qualifications for the interview.

A resume and cover letter are strongly encouraged for this position.  Please upload one Word or PDF file that includes your combined cover letter and resume using the "Transcript" upload function, or via the JobAps "Other" tab. 

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.

BENEFITS

This is a full-time, permanent position and eligible for full State benefits, which includes:
  • Flexible hours and hybrid teleworking
  • Paid holidays 12-13 per year
  • Generous paid leave package (annual, sick, personal and compensatory leave)
  • State Pension ("defined benefit"plan)
  • Tax-deferred supplemental retirement saving plans (401(k) and 457)
  • Comprehensive, subsidized health, dental and prescription plans with little to no deductibles, free generic prescriptions, and free preventative health services
  • Flexible Spending Accounts plans for Health Care and Daycare
  • State Employees Credit Union
To leave more, please click this link:  STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

Please contact Tiffany.Lott-Mallard1@maryland.gov for additional information concerning this recruitment.  Online application are strongly preferred.  A resume and cover letter are strongly encouraged for this position.  Please upload on Word or PDF that includes your combined cover letter and resume using the "Transcript" upload function, or via the JobAps "Other" tab.

U.S. Military Veterans may qualify for additional bonus points towards certification.  Any job offer will be contingent on the candidate providing a U.S. military form DD214 verifying honorable discharge form services prior to starting employment (and may be requested prior to the interview).  Permanent state employees do not need submit proof of veterans' 

If you are unable to apply or encounter difficulty attaching required or optional documentation, you may submit via email to Tiffany.Lott-Mallard1@maryland.gov.  Please be sure to include your name, identification number (Easy ID#) and job announcement number on any documentation to ensure timely processing. 

PLEASE DO NOT FAX OR EMAIL UNSOLICITED DOCUMENTATION. 

Completed application, required documentation, and required addendums may be mailed to 

Maryland Department of Labor 
Office of Administration 
ATTN:  Tiffany Lott-Mallard (26-005479-0007)
100 S. Charles Street, Suite 5000 Tower 1
Baltimore, Maryland 21201


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet. Apply Online
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.
Apply via Paper Application. You may also download and complete the Paper Application here.

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