ADMINISTRATIVE OFFICER III Constituent Services Coordinator

State of Maryland; Maryland; On-site; USD 60,000 - 78,000; Full time

Job summary

The State of Maryland seeks an Administrative Officer III / Constituent Services Coordinator for the Maryland Health Benefit Exchange. You will investigate and resolve escalated consumer inquiries across Medicaid, QHPs, SADPs, and enrollment issues, while coordinating with multiple state agencies and stakeholders.

You will manage a high-volume caseload as a subject matter expert on Maryland Health Connection programs, ensuring resolutions comply with regulations, MHBE policy, and procedures.

Qualifications

• Three years of administrative staff or professional work.
• Education substitutions include 30 college credit hours per year up to two years.
• Bachelor's degree may substitute for the required experience.
• Military service as commissioned officer may substitute for experience.

Responsibilities

• Research and analyze case facts and statutes to develop findings and recommendations.
• Prepare analyses and recommendations on case reviews and process improvements.
• Interpret eligibility requirements and policies for vendors, consumers, and the public.
• Coordinate constituent services by responding to inquiries from Governor’s Office, legislators, and stakeholders.
• Maintain accurate case records and track cases in CRM, HBX, MHBE tracking databases.
• Assess concerns and coordinate with program areas to resolve issues.

Skills

Spanish language

Communication

Customer service

Education

High school diploma or GED

Tools

CRM systems

HBX/MHBE databases

Job description

Introduction

MHBE is accepting applications for an Administrative Officer III/ Constituent Services Coordinator. The Maryland Health Benefit Exchange is responsible for the administration of Maryland Health Connection, the State's health insurance marketplace, under the Patient Protection and Affordable Care Act of 2010 (ACA). MHBE works with the Maryland Department of Health, Maryland Insurance Administration, Department of Human Services, and stakeholders statewide.

Our Vision

High-quality, affordable health coverage for all Marylanders.

Mission Statement

We improve the health and well-being of Marylanders by connecting them with high-quality, affordable health coverage through innovation, technology, and customer service.

Values

Diverse & Inclusive, Innovative, Collaborative, Ethical

GRADE

STD0015

Location of Position

Baltimore City, Maryland

Main Purpose of Job

The Constituent Services Coordinator provides constituent and correspondence services for the Maryland Health Benefit Exchange (MHBE) by researching, investigating, and resolving escalated consumer inquiries and complaints related to Medicaid, Qualified Health Plans (QHPs), Stand-Alone Dental Plans (SADPs), eligibility determinations, financial assistance programs, and enrollment issues. This position serves as a case manager responsible for conducting investigations, communicating with consumers and stakeholders, documenting case activity, and ensuring resolutions are consistent with federal and state regulations, MHBE policy, and operational procedures. The Coordinator responds to and manages inquiries received from the Governor’s Office, members of the Maryland General Assembly, MHBE executive leadership, other state agencies, and external stakeholders. The Constituent Services Coordinator serves as a subject matter expert on Maryland Health Connection programs and related eligibility and enrollment systems, manages a high-volume caseload, and maintains responsibility for assigned cases from intake through resolution and closure.

Position Duties

• Research and analyze case facts, applicable state and federal statutes, regulations, and policies to develop written findings and recommendations for management review and appeal determinations.
• Prepare written analyses and recommendations regarding case reviews, alternative resolutions, policy interpretations, operational strategies, and process improvements.
• Interpret and communicate state and federal eligibility requirements, regulations, policies, and guidelines to the administrative vendor, consumers, and the general public.
• Coordinate constituent services by responding promptly and professionally to inquiries and escalated concerns from consumers, the Governor’s Office, legislative offices, and other stakeholders.
• Maintain accurate case records and documentation, including communications, research findings, actions taken, and follow-up activities. Track correspondence and cases in CRM, HBX, and MHBE tracking databases.
• Assess constituent and stakeholder concerns, clarify issues, and coordinate with appropriate program areas and agencies to facilitate timely and comprehensive resolution.

Minimum Qualifications

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

Experience: Three years of administrative staff or professional work.

• Candidates may substitute 30 college credit hours from an accredited college or university for each year up to two years of the required experience.
• Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.
• 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 experience.

Desired or Preferred Qualifications

• Three years experience preparing professional written correspondence and communicating complex policies, regulations, or procedures verbally to customers, stakeholders, executive leadership, or government officials in a clear, concise, and professional manner.
• Three years experience managing a high-volume caseload or workload.
• Three years experience de-escalating difficult customer interactions while documenting case activity in a case management or customer relationship management (CRM) system with exceptional attention to detail and accuracy.
• Three years experience researching and responding to inquiries received from executive leadership, legislators, government agencies, elected officials, or other high-level stakeholders requiring independent analysis and professional judgment.
• Bi-Lingual - Fluent in Spanish verbal and written.

Preference will be given to applicants who possess these preferred qualification(s). Include clear and specific information on your application regarding your qualifications.

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.

As an equal opportunity employer, Maryland is committed to recruiting, retaining, and promoting employees who are reflective of the State's diversity.

People with disabilities and bilingual candidates are encouraged to apply.

We thank you our veterans for their service to our country and encourage them to apply.

Appropriate accommodations for individuals with disabilities are available upon request by calling MD TTY Relay Service.

This employer participates in E-Verify and will provide the Federal government with your Form 1-9 information to confirm that 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 1-9.

If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact the Department of Homeland Security (OHS) or Social Security Administration (SSA) so you can begin to resolve the issues before the employer can take any employment action against you.

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must be provided prior to hire.

For questions regarding this recruitment, please contact the DBM Recruitment and Examination Division at [e-mail] or 410-767-4850, MD TTY Relay Service 1-800-735-2258.