ADMINISTRATOR V SUPERVISOR

State of Maryland; Baltimore (MD); Hybrid; USD 85,000 - 110,000; Full time

Job summary

State of Maryland seeks a Waiver Help Team Supervisor to lead the Waiver Help Team, ensuring timely, accurate handling of waiver inquiries and high-level coordination with agency leadership. You will use data analytics to monitor performance, identify process improvements, and brief executives on risks and opportunities.

The role requires managing staff, establishing priorities, and ensuring compliant application of eligibility policies while driving operational efficiency and timely closure of

Qualifications

• One year of constituent service experience.
• Six years of administrative staff or professional work.
• Education substitutions allowed (see notes).
• Supervisory or team coordination experience is a plus.

Responsibilities

• Oversee Waiver Help Team operations, ensuring timely, accurate case handling.
• Coordinate with multiple departments and agency leadership on waiver inquiries.
• Lead data tracking, metrics reporting, and performance briefings for executives.
• Provide guidance on complex cases and uphold eligibility policy consistency.

Skills

Constituent service experience

Data analysis

Education

High school diploma or equivalent

Job description

GRADE

20

LOCATION OF POSITION

MDH - Deputy Secretary for Health Care Financing and Medicaid
201 W. Preston Street
Baltimore, MD 21201

Main Purpose of Job

The Waiver Help Team Supervisor is responsible for the strategic oversight, data integrity, and cross‑departmental coordination of the Waiver Help Team. The Waiver Help Team uses data, communications, and policy research to ensure complex waiver‑related constituent inquiries are thoroughly researched, tracked, and resolved in a timely and consistent manner. The Supervisor serves as a critical bridge between the team and agency leadership, ensuring leadership is informed of emerging issues, trends, and operational needs related to waiver inquiries. The Waiver Help Team Supervisor is a self‑directed leader who utilizes data analytics to track departmental performance, identify systemic process improvements, and provide high‑level briefings to executive stakeholders. This position manages and directs the work of the Waiver Help Team, establishing priorities, workflows, and service standards for case intake, research, tracking, and closure. This position also provides guidance on complex or sensitive cases, ensures consistent application of eligibility policy and procedures, and monitors workload to prevent delays or dropped cases. This position reviews and synthesizes information provided by analysts and elevates findings, risks, and recommendations to leadership. The Waiver Help Team Supervisor identifies recurring constituent issues and systemic barriers and advises leadership on operational improvements, workflow adjustments, or policy clarification needs. Additionally, this position oversees case tracking and reporting, ensuring accurate and timely metrics related to volume, timeliness, outcomes, and trends are provided to leadership. This position also supervises, plans, and organizes the work of subordinate staff and represents the Waiver Help Team in meetings and briefings with agency leadership as required.

MINIMUM QUALIFICATIONS

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

Experience: Six years of administrative staff or professional work.

Notes:

• Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.
• Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience.
• Candidates may substitute the possession of a Master's degree from an accredited college or university for five years of the required experience.
• 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 experience.

SELECTIVE QUALIFICATIONS

• One (1) year of constituent service experience (i.e., experience/background managing elevated constituent inquiries, especially concerning state or federal policy).

DESIRED OR PREFERRED QUALIFICATIONS

• Experience applying and interpreting complex state or federal policy with a specific focus on analysis or implementation of Medicaid Waiver programs (e.g., 1915(c) Home and Community-Based Services / HCBS waivers eligibility policies and statutory requirements).
• Experience directly supervising professional staff or interns.
• Experience analyzing data to identify trends, establish performance metrics, and translate raw metrics and trend reports into compelling insights, process improvements, and executive‑level strategic briefings.

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

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.

BENEFITS

STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

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. We thank our Veterans for their service to our country. MDHMedCare