Director, OFFICE OF Eligibility Services **Repost Program Manager Senior III

Main Purpose of Job

The main purpose of this position is to supervise and manage the Office of Eligibility Services (OES) within the Health Care Financing & Medicaid Administration, ensuring efficient and accurate eligibility services for Marylanders. The Director oversees eligibility operations, systems, regulation, policy, and staff for Medicaid, Maryland Children’s Health Insurance Program (MCHP), and other Medical Assistance Programs. The role directs implementation and continuous improvement of eligibility operations, policy development, system functionality, and training programs.

It collaborates with Maryland Health Benefits Exchange, Department of Human Services, and local health departments, maintaining operational performance standards to support enrollment and renewal processes. Key operational responsibilities include overseeing development, implementation, and maintenance of eligibility operations, regulations, and policies under COMAR, designing and delivering statewide training and technical assistance for eligibility caseworkers, ensuring accuracy and integrity of the master eligibility file, supporting Medicare Part B Buy-In program, managing issuance of Medical Assistance identification cards, overseeing eligibility determinations for specialized programs (e.g., HCBS waivers), and implementing operational improvements for efficiency, accuracy, and member satisfaction.

• Oversee development, implementation, and maintenance of eligibility operations, regulations, and policies under COMAR.
• Lead design and delivery of statewide eligibility training and technical assistance programs for eligibility caseworkers across various agencies.
• Ensure accuracy, integrity, and operational functionality of the master eligibility file and support the Medicare Part B Buy-In program.
• Manage issuance of Medical Assistance identification cards and related customer service processes.
• Oversee eligibility determinations for specialized programs such as HCBS waivers.
• Implement operational improvements that enhance efficiency, accuracy, and member satisfaction.
• Supervise and develop OES staff to strengthen operational execution and service excellence.
• Serve as a liaison with state and federal partners to coordinate eligibility operations and resolve recipient issues.
• Provide legislative testimony and support executive decision-making through operational data and analysis.
• Collaborate with CMS and internal technical groups to align eligibility operations with broader program goals.

• Bachelor’s degree from an accredited college or university.
• Minimum six years of experience in large-scale program administration, operations, or change management, preferably in health care, Medicaid, or eligibility programs.
• At least three years at a supervisory or management level.
• Supervisory experience leading complex, broad-scope organizational or operational change in healthcare administration, government program operations, or eligibility systems management.
• Familiarity with Medicaid programs, Medical Assistance eligibility determination, or related policy and regulatory frameworks.
• Master’s degree preferred (substitutes for one year of general experience);
  Doctorate preferred (substitutes for two years).

• Extensive experience managing large-scale eligibility or public benefits operations, ideally within Medicaid or similar programs.
• Proven leadership in operational management, overseeing staff, performance, workflow, and service delivery systems.
• Experience improving customer service systems and processes, focusing on member experience, accessibility, and efficiency.
• Strong understanding of eligibility policy, systems, and regulations, and how policy changes translate into operational implementation.
• Experience coordinating across multiple agencies or partners.
• Background in training and workforce development for eligibility policies statewide.
• Demonstrated ability to use data and performance metrics to manage operations, improve accuracy, and enhance customer satisfaction.
• Familiarity with federal and state Medicaid requirements, including reporting, compliance, and quality standards.

People with disabilities and bilingual candidates are encouraged to apply.

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

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