Administrative Officer III; Constituent Services Coordinator

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

STD
0015

Baltimore City, Maryland

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.

• 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.

Education:

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

Experience:

Three years of administrative staff or professional work.

Notes:

• 1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to two years of the required experience.
• 2. Candidates may substitute the possession of a Bachelor's degree from a college or university for the required experience.
• 3. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included…