Consumer Assistance Worker

HealthCare Access Maryland; Baltimore (MD); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

401(k) employer match

Health, dental, and vision coverage

Paid vacation and sick leave

Job summary

HealthCare Access Maryland (HCAM) in Baltimore seeks a Consumer Assistance Worker to help individuals enroll in health coverage through the Maryland Health Connection, primarily in-person.

You will conduct outreach, educate communities, and guide clients through eligibility, documentation, and deadlines, while maintaining accuracy and privacy.

Qualifications

• High school diploma or GED required; Associate’s or Bachelor’s degree preferred.
• Experience working in a customer-facing, human services, healthcare, or community-based role preferred.
• Experience assisting individuals with applications, eligibility processes, or benefits programs preferred.
• Consumer Assistance Worker certification required within 60 days of hire.
• Bilingual (e.g., Spanish, French, Mandarin) preferred to support effective communication with diverse populations.

Responsibilities

• Assist with eligibility applications, renewals, and enrollments.
• Explain coverage options and help consumers make informed decisions.
• Educate consumers on health coverage concepts and required documents.
• Help consumers understand verifications and deadlines.
• Guide consumers through the full process toward completed applications and enrollments.
• Document consumer interactions and outcomes in required systems.

Skills

Customer service

Communication

Organizational skills

Multitasking

Independent work

Cultural sensitivity

Microsoft Office

Active listening

Education

High school diploma or GED

Associate’s or Bachelor’s degree preferred

Tools

Microsoft Word

Excel

Outlook

Job description

About HealthCare Access Maryland (HCAM):

HealthCare Access Maryland (HCAM) is a nonprofit organization dedicated to making Maryland healthier by connecting residents to health insurance coverage and providing comprehensive care coordination. Each year, HCAM assists over 80,000 individuals across the state, offering personalized guidance, health education, and advocacy to ensure every Marylander has an equal opportunity to achieve optimal health.

Job Summary

The Consumer Assistance Worker supports Healthcare Access Maryland’s Connector Program by helping individuals and families apply for and enroll in health coverage through the Maryland Health Connection. This role focuses on direct, in-person assistance, community outreach, and education. The position plays a key role in turning consumer interactions into completed applications and enrollments while increasing awareness of available services in the community.

Duties and Responsibilities

The primary responsibilities of this position are:

• Consumer Assistance & Enrollment
• Provide one-on-one assistance with eligibility applications, renewals, and special enrollment periods
• Explain coverage options and help consumers make informed decisions
• Educate consumers on health coverage and basic insurance concepts
• Help consumers understand required documents, verifications, and deadlines
• Guide consumers through the full process and work toward completed applications and enrollments

Outreach & Community Engagement

• Participate in community outreach and enrollment events
• Educate the public about available health coverage and services
• Focus efforts on reaching underserved and high-need populations
• Maintain an active presence in the community to increase access and awareness

Compliance & Consumer Protection

• Provide services in a fair, accurate, and impartial manner
• Communicate in a culturally and linguistically appropriate way
• Obtain and document required consumer authorizations and protect personal information
• Explain the role and limits of assistance

Documentation & Performance

• Document consumer interactions and outcomes in required systems
• Maintain up-to-date knowledge of eligibility, enrollment processes, and program changes
• Participate in required trainings

Additional duties and responsibilities

• Additional duties as assigned.

QUALIFICATIONS

Education, Experience, Certifications and Licensures:

• High school diploma or GED required; Associate’s or Bachelor’s degree preferred
• Experience working in a customer-facing, human services, healthcare, or community-based role preferred
• Experience assisting individuals with applications, eligibility processes, or benefits programs preferred
• Consumer Assistance Worker certification required within 60 days of hire
• Bilingual (e.g., Spanish, French, Mandarin) preferred to support effective communication with diverse populations

KNOWLEDGE, SKILLS & ABILITIES

• Strong customer service and communication skills, including the ability to actively listen, understand consumer needs, build trust, and explain information clearly
• Ability to explain complex information in a simple, easy-to-understand way
• Strong organizational skills with the ability to manage multiple tasks, meet deadlines, and maintain attention to detail in applications and documentation
• Ability to problem-solve and navigate complex or sensitive situations
• Ability to work independently and in community-based settings with minimal supervision
• Comfort using multiple systems and databases, including basic proficiency in Microsoft Office (Word, Excel, Outlook)
• Cultural awareness and sensitivity to the diverse populations served, with the initiative to identify and address barriers to enrollment

Compensation

In compliance with Maryland's wage transparency requirements, the compensation for this role has been included in the posting. Additionally, the benefits package includes vacation, sick, personal, and mental health leave, a 401k retirement plan with employer match, medical, dental, life, short-term and long-term disability insurance, company-paid life insurance, voluntary life insurance options, Health Savings Account (HSA) and Flexible Spending Account (FSA) options, and a voluntary emergency savings fund with employer match.

EEO Statement

HealthCare Access Maryland provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. HealthCare Access Maryland takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.

Safety & Health Responsibilities

HCAM is committed to providing and maintaining a safe, secure and healthy work environment for all employees, clients served, volunteers and visitors. As part of this commitment, HCAM has developed safety, security and occupational health policies, practices, and standards.

With this understanding, all employees are required to: Adhere to all local, state and federal safety and environmental codes, ordinances, standards and laws; adhere to all HCAM and local safety plans, policies, practices and standards; be aware of and follow all safety rules of your work site; report any unsafe conditions or accidents to your supervisor; practice standard precautions (formerly universal precautions) at all times, and; participate in mandatory or available safety training.

PHYSICAL REQUIREMENTS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk, hear and respond to customers and employees. The employee frequently is required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to walk and sit. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.