MEDICAL CARE PROGRAM SUPERVISOR

16

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

HealthChoice is Maryland’s statewide Medicaid managed care program which serves over 1.1 million Marylanders through nine Managed Care Organizations (MCOs). This supervisor position will oversee the consolidated HealthChoice Call Center, which consists of 12 full-time staff who handle over 200,000 calls annually. This position will also develop and implement call center policies and coordinate with all nine MCOs, MHBE, and various Medicaid units. The position requires broad knowledge of customer relationship management (CRM) systems, COMAR, federal regulations, and industry standards for best practices in assisting individuals with accessing medical care and providing customer service. This position will coordinate troubleshooting for all programs related to Help Line operations and recommend improvements to call center operations. This position will also be responsible for designing, evaluating, and analyzing programs and data related to the HealthChoice Help Lines. This position will collect and report Help Line data for the Division of HealthChoice Community Liaison and Care Coordination and other stakeholders.

Education: A Bachelor’s degree from an accredited college or university.

Experience: Four years of administrative or professional experience developing or applying policies and regulations in medical assistance, health insurance, federal or State entitlement programs. One year of this experience must have been in a medical assistance program.

Notes: 1. Additional administrative or professional experience developing or applying policies and regulations in medical assistance, health insurance, federal or State entitlement programs or in a health or human service program may be substituted on a year-for-year basis for the required education.

2.  A Master's degree in the related field of work can be substituted for the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer in Operational Analyst classifications or Health Services Management specialty codes in the health related field of work on a year-for-year basis for the required experience and education.

The desired candidate should have experience as a Lead or Supervisor in a call center or similar setting, ability to communicate effectively with supervisor, recipients, providers, MCOs, other MDH units, and external stakeholders, knowledge of and ability to interpret and apply federal and state Medicaid regulations, policies and procedures related to healthcare delivery systems, and ability to collect and organize data in spreadsheets; prepare statistical reports including charts and graphs, and narrative reports with analysis and interpretation of data.

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.

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.