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OFFICE SUPERVISOR

Recruitment #15-001442-0005

GRADE

11

LOCATION OF POSITION

Office of Operations-Bureau of Long Term Care

746 Frederick Road

Catonsville, MD 21228

Main Purpose of Job

The Office Operations Manager is primarily responsible for all facets of the physical facility, the daily workflow operations for the Bureau of Long Term Care (BLTC) and its satellite Office of Operations within the Department of Human Resources (DHR), Family Investment Administration (FIA).

This position manages the Long Term Care caseloads for the largest four jurisdictions in Maryland (Baltimore City, Baltimore County, Prince George's County and Anne Arundel County).

The incumbent in this position directly supervises several Customer Service Representatives; provides critical administrative and workflow oversight support for the Director and Assistant Director of the Bureau; and acts as an intermediary by conveying information and instructions on behalf of BLTC by contacting the Local Department's of Social Services, FIA Executive staff, Long Term Care Facilities, Medical Assistance Fiscal Intermediaries, and individual Medical Providers and Elder Law Attorneys.

POSITION DUTIES

Organizes and directs office operations in support of the Bureau with applications and redeterminations receipt, processing and disposition;

Ensures the provision of clearances in the Triage Unit for new applicants and recipients with reported changes, developing and managing automated and paper filing systems for ease of accessibility for tracking correspondence; plans and implements staff assignments including monitoring of all Performance Planning and Evaluation (PEP), other personnel and administrative mandates; ensures completion of PEP;

Develops schedules for daily operations regarding incoming applications and redeterminations, outgoing mail, scanning of case record documents, customer service operations staffing, overtime projects, etc.;

Provides appropriate training in matters regarding office operations; develops flexible program processes and procedures to achieve effective and efficient daily operations and service by assessing available resources;

Coordinates and communicates with staff; develops, implements and maintains the Electronic Content Management Solution (ECMS) scanning system for the Bureau by providing Super User knowledge and training including the development of the Standard Operating Procedure for ECMS;

Develops wrap-around automation for maximum usage of ECMS; troubleshoots technical maintenance of software/hardware issues; supervises, cross-train, develops, mentors and upgrade the skills in support of the Office's operations;

Maintains and develops tracking system for appeals, customer comments and complaints;

Ensures inquiries are forwarded to appropriate staff and maintains confidentiality and the provisions of the The Health Insurance Portability and Accountability Act of 1996 (HIPPA).

MINIMUM QUALIFICATIONS

Please describe in detail any job duties relating to the minimum qualifications stated below and include any computer software experience (Excel, CHESSIE, Powerpoint, Word etc.) used in the each of the positions you held.

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

Experience:Four years of experience performing clerical duties. (Please give specific examples of the duties stated above)  

Notes:

1. Additional experience performing clerical duties may be substituted on a year-for-year basis for the required education.  

2. Applicants may substitute education from an accredited college or university at the rate of thirty semester credit hours for one year of experience on a year-for-year basis for the required experience.  

3.Six months clerical training with three courses in subjects such as keyboarding, clerical math, word processing, spreadsheets, database, graphics presentation, proofreading, or office etiquette may be substituted for six months of the required experience.

4. Candidates may substitute U.S. Armed Forces military service experience as a non-commissioned officer in Administration classifications or Administrative, Clerical, or Office Services specialty codes in the administrative support field of work on a year-for-year basis for the required experience. 

Applicant must meet both Minimum and Selective Qualifications

SELECTIVE QUALIFICATIONS

One year of experience in administrative support for an Administrator or clerical  supervision of staff.

PLEASE NOTE: This experience is required for approval; there are no substitutions. If you do not possess this experience, your application will be disapproved and you will not be considered for this vacancy.

Applicant must meet both Minimum and Selective Qualifications

DESIRED OR PREFERRED QUALIFICATIONS

The ideal candidate will possess:

Experience with computer application, i.e. Microsoft Windows, Word, PowerPoint and Excel.

Experience including use of FIA program system such as CARES, MMIS, SVES and AutoGov and ECMS scanning system.

Knowledge base of Long Term Care policy and COMAR.

SELECTION PROCESS

Please make sure that you provide sufficient information on your application to show that you meet the qualifications for this recruitment.  All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date. 

Successful candidates will be ranked as Best Qualified, Better Qualified, or Qualified and placed on the employment (eligible) list for at least one year.

EXAMINATION PROCESS

The assessment may consist of a rating of your education, training, and experience related to the requirements of the position.  It is important that you provide complete and accurate information on your application.  Please report all experience and education that is related to this position.   

For education obtained outside the U.S., a copy of the equivalent American education as determined by a foreign credential evaluation service must accompany the application.  All information concerning your qualifications must be submitted by the closing date.  We will not consider information submitted after this date.

BARGAINING UNIT STATUS

The incumbent in this position is a member of a covered bargaining unit and will be required to pay a bi-weekly service fee to the exclusive representative of the bargaining unit.

BENEFITS

FURTHER INSTRUCTIONS

Minimum Qualifications: 

 

All information used to review your qualifications for minimum qualifications must be included in your application and received by the closing date for this recruitment.  

 

You must possess the minimum qualifications (and any selective qualifications or limitations on selection) to be considered for this position. 

 

If you are scheduled to complete an educational or licensing requirement within six months of the assessment, you may participate in the application process.

 

Permanent Maryland State employees may also complete necessary experience requirements within six months of the date of the assessment. However, such candidates will appear in pending status on the eligible list until documentation has been received that the educational and/or experience requirements have been met.

 

Credit may be given for relevant part-time, temporary, or volunteer experience if you list the number of hours worked per week.

 

Education obtained outside the United States or its territories: You will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. Foreign school credential evaluations must be submitted with your application.

 

Candidates may submit college transcripts directly to the Examination Services Unit (ESU) via the methods described below. ESU will not accept transcripts that require someone other than the applicant to register or log in to a college website to obtain the transcript. Transcripts must be legible. 

 

Applications:

 

Online applications are strongly preferred; however, the paper application may be submitted to: DHR Examination Services Unit, 311 W Saratoga Street, First Floor, Baltimore, Maryland 21201.  

 

The paper application must be received by 5 pm on the closing date for the recruitment; no postmarks will be accepted. Information received after the closing date will not be considered. 

  

IMPORTANT: Please do not send cover letters, resumes or copies of diplomas; they are not required for this recruitment's examination process and will not be considered. 

   

Contact Information:

 

Inquiries regarding applications or the submittal of supplemental information, such as foreign school evaluations, for this recruitment can be directed via the following:

 

Mail: DHR Examination Services Unit, 311 W Saratoga Street, First Floor, Baltimore, Maryland 21201 (All information must be received by 5 p.m. on the closing date.)   

  

Email: dhr.esu@maryland.gov (Please indicate recruitment number and analyst name from the recruitment announcement when emailing.)  

  

Fax: 410-333-0882  

 

For questions about this recruitment, please contact Kendra Young at kendra.young@ maryland.gov 

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

 TTY users: please call the Maryland Relay Service at 1-800-925-4434.  

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




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