ADMINISTRATIVE OFFICER III

15

Maryland Health Benefit Exchange

750 E. Pratt Street, 16th Floor

Baltimore, MD  21202 

The Escalation Unit is responsible for investigating and resolving MHBE consumer-related issues. This highly skilled unit must interface with consumers, technical teams, constituent services, appeals & grievances, producer operation, call center, carrier partners and Medicaid agency teams. The Escalation Unit team lead is responsible for overseeing unit operations to ensure timely and professional resolution to consumer technical and operational issues. The Escalation Unit team lead must manage the daily operations of the unit consisting of internal and contract employees. The Escalation Unit team lead is responsible for planning, organizing, implementing and supervising the interpretation and application of the escalation unit policies, directives and procedures. The team lead provides expertise and support to the Consolidate Service Center as related to case resolution and workflow.

This position will be responsible for the following duties:

 Administrator Oversight

• Directs the daily operations of the unit to ensure new issues are tracked, assigned, investigated and responded to in a timely fashion.
• Plans, organizes and supervises the work of 1 state employee and at times, contract employees.
• Evaluates efficiency of operations and develops, revises and recommends new policies, standards and workflow procedures for unit.
• Sets goals and deadlines and oversees workflow of the unit.
• Coordinates workflow with other units (IT, producer operation, plan services and multiple State agencies to facilitate issue resolution.
• Coordinates staff coverage for unit.
• Acts as liaison between IT and Operations for issue resolution.

Escalation Resolution   

•  Working with multiple stakeholders, resolves escalated 834 and IRN cases timely and professionally
• Ensures transmittal and/or resolution of Retro Medicaid and MA misenrollments and coverage cancellation requests

 Communication / Reporting

• Prepares written communication as necessary to respond to escalated issues
• Maintains databases and reports on number and type of escalations
• Provides analysis on issues and helps determine root cause analysis
• Attends escalation resolution and work management meetings  

Program Policy

 

• Utilizing knowledge gained through handling escalated cases and feedback from consumers and stakeholder, suggest and promote agency wide policy, standards and workflow procedures to eliminate issues and enhance agency systems and operations.
• Interprets and applies or oversees the application of agency policies, rules and regulations to accomplish unit work.

Education: Possession of a bachelor's degree from an accredited four-year college or university.

Experience: Three years experience in administrative or professional work.

Notes:

1. Candidates may substitute additional experience in administrative staff or professional work on a year-for-year basis for the required education.

 2. Candidates may substitute additional graduate level education at an accredited college or university at the rate of 30 semester credit hours for each year of the required experience.

3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned  or non-commissioned officer involving staff work that included the regular 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 to year basis for the required education and experience.  

·         Experience enrolling consumers in the Maryland Health Connection

·         Prior supervisory experience

·         Prior business analyst experience

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.

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.

The examination will consist of a rating of your education, training, and experience as presented on your application and as they relate to the requirements of the position.  You may be required to complete a supplemental question.  Therefore, it is important that you provide complete and accurate information on your application.

STATE OF MARYLAND BENEFITS

 

Applications will not be accepted after the close of business on the closing date of the announcement. Resumes will NOT be accepted in lieu of completing the online or paper application. The online application process is STRONGLY preferred.  If online access is not available, you may submit a paper application, supplemental questionnaire and resume to:

Maryland Health Benefit Exchange

Attn: Shadrick Phillips, 

 Email: shadrick.phillips1@maryland.gov

 750 E. Pratt Street, 16th Floor Baltimore, MD 21202

 TTY Users: call via Maryland Relay 1-800-735-2258

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

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