CONSTITUENT SERVICES CASE MANAGER

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MDH, Office of Constituent Services, Baltimore, MD

This essential executive office position reporting directly to the Director of the Office of Constituent Services in the Office of the Secretary is considered Essential Emergency Personnel. The Office of Constituent Services serves directly at the pleasure of the Secretary of the Maryland Department of Health. This Office functions as the front-line to the Governor’s Office, elected officials (federal, state, county, municipal), organizations, and the constituents of Maryland. This position coordinates with over 80+ contacts across the Department daily as all final correspondence and constituent case work originates and concludes in the Office of Constituent Services. The following duties are assigned to and responsible under this role:

• Manages constituent casework, specifically web forms, pure chat, inbound HealthMD emails and phone calls, pertaining to MDH inquiries with a Department-wide scope while providing exceptional customer service and delivering the Governor’s Customer Service Promise;
• Serves as a key team member of the Office of Constituent Services which includes management and oversight of constituent services inquiries directly to the Office of the Secretary. Communicates and uncovers constituent issues, problem solves with department colleagues, and communicates resolution back to the constituent;
• Serves as a key member of MDH Customer Quality Assurance Team that follows up on constituent survey feedback;
• Serves as a key Constituent Services/Customer Service trainer for the department, implementing constituents’ services best practices, guidelines and procedures of the IQ (constituent casework management software) implementation;
• Directs, coordinates, and plans department-wide employee recognition program;
• Works directly with Controlled Correspondence Manager to articulate case opening, closure and progress; and,
• Works with other members of Office of Constituent Services to articulate inbound correspondence that needs to be case managed

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

Experience: Four years of experience in administrative staff or professional work.

Notes:  1. Additional experience in administrative staff or professional work may be substituted on a year-for-year basis for the required education.

2. Additional graduate level education at an accredited college or university may be substituted at the rate of 30 semester credit hours on a year-for-year basis for the required general experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required education and experience.

Preferred candidates should possess experience with customer service, CRM tools and have excellent professional writing skills.

This is a Special Appointment position, and serves at the pleasure of the Appointing Authority.  A resume must accompany your application.

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. 

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.