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Recruitment #17-004394-0023




Maryland Department of Health

Office of Health Services

201 W. Preston Street

Baltimore, MD  21201

Main Purpose of Job

The Medical Care Program Associate I functions as a telephone triage agent. Through various 800 hotlines for the HealthChoice and Acute Care Administration under the Division of Community Liaison and Care Coordination, the agent provides customer service and resolution for recipient/provider concerns for various Medicaid programs which include but are not limited to HealthChoice, Medicaid Expansion Programs, Maryland Children's Health Program (MCHP) and the Family Planning Program. Assessments are determined for Inquiry versus Complaint calls which are then documented per SOP within the Provider Recipient Ombudsman Management Information System (PROMIS). Education is provided to recipients and providers regarding Medicaid system access and navigation by reviewing State and Federal regulations, policies, and procedures. The agent is expected to triage all medical complaints from recipients/providers in the Medicaid Programs and is required to document the complaint/issue in the PROMIS database. All complex medical complaints are referred to the Division of Complaint Resolution Unit within the Division of Outreach and Care Coordination.


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

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


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

2.  Thirty credit hours from an accredited college or university may be substituted for the required experience.


Applicants who meet the minimum qualifications will be evaluated. 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. For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must accompany the application. All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.


Contractual employees who work for an agency covered under the State Employee and Retiree Health and Welfare Benefits Program (the Program), have a current employment contract and work 30 or more hours a week (or on average 130 hours per month) may be eligible for subsidized health benefits coverage for themselves and their dependents.  As a contractual employee, you will be responsible for paying 25% of the premiums for your medical and prescription coverage, including any eligible dependents you have enrolled. The State of Maryland will subsidize the remaining 75% of the cost for these benefits. You can also elect to enroll in dental coverage, accidental death and dismemberment insurance, and life insurance, but will be responsible to pay the full premium for these benefits.


Online application process is STRONGLY preferred. 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 If online process is not available, please send your paper application to: Maryland Department of Health, Recruitment and Selection Division, 201 W. Preston St., Room 114-B, Baltimore, MD 21201. The paper application must be received by 5 pm, close of business, on the closing date for the recruitment, no postmarks will be accepted. Incorrect application forms will not be accepted. If you need to submit additional information, the preferred method is to upload. If unable to upload, please fax requested information only to 410-333-5689. 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, and encourage them to apply. As an equal opportunity employer Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. Should additional information regarding this recruitment be required, please contact the Maryland Department of Health Recruitment and Selection Division at 410-767-1251 or via email at