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ADMINISTRATIVE OFFICER III

Constituent Services Coordinator

Recruitment #21-002247-0106

GRADE

15

LOCATION OF POSITION

750 E. Pratt Street, Baltimore, Maryland, 21202

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.

This position will be responsible for:

Managing caseloads.  

Conduct research and analyze pertinent facts against appropriate regulatory and policy provisions and develop written recommendations to management for the appeal decision.   

Applying appropriate regulatory provisions to escalated cases.  

Maintaining and developing work control using Customer Relationship Management/CRM, HBX and MHBE tracking systems. 

Creating reports for Program Manager.

MINIMUM QUALIFICATIONS

Education: Possession of a Bachelor's degree from an accredited four-year college or university.

Experience: Three years experience in administrative or professional work.

Notes:

1. Candidates may substitute additional experience in administrative staff or professional work on a year-for-year basis for the required education.

 2. Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 semester 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 education and experience.  

DESIRED OR PREFERRED QUALIFICATIONS

Knowledge of and experience with Medicaid eligibility.
Knowledge and experience working 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

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. Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and will remain on the certified eligible list for a period of at least one year.

EXAMINATION PROCESS

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position. You may be required to complete a supplemental question. Therefore, it is important that you provide complete and accurate information on your application. For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service will be required before the time of hire.

BENEFITS

FURTHER INSTRUCTIONS

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

 Maryland Health Benefit Exchange Attn: Office of Human Resources or Email: tammy.austin@maryland.gov 750 E. Pratt Street, 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. 
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. Appropriate accommodations for individuals with disabilities are available upon request by calling: 410-767-1251 or MD TTY Relay Service at, 1-800-735-2258. 

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm 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 is unable to confirm your authorization to work, this employer is required to give you written instructions, and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) to resolve the issue before the employer can take any employment action against you.