Consumer Assistance Worker

Consumer Assistance Worker

Health Care Access Maryland is hiring Consumer Assistance Workers for positions in both the Capital South Region (Prince George's County) and the Central Region (Baltimore City, Baltimore County, Anne Arundel County, and Howard County). Individuals hired for Central Region positions must be able to provide in-person assistance and conduct outreach and education activities throughout the Central Region as needed.

About Health Care Access Maryland (HCAM):
Health Care 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:

• 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

• 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

• 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

• 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 as assigned.

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

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…