Program Officer

Overview

The Silver State Health Insurance Exchange, duty station in Carson City, seeks a Program Officer I to serve as the Consumer Assistance Support Specialist. The specialist provides support to consumers, carriers, and brokers, acting as a subject matter expert working directly with the contracted consumer assistance call center. Under the administrative direction of the Quality Assurance Manager, this position administers all Consumer Assistance Support functions, including the development and implementation of policies and procedures for the Consumer Assistance Support section of the Exchange.

The specialist interprets complex program rules and regulations for call center and Exchange staff, makes determinations on complex, escalated complaints or disputes involving enrollment partners, insurance carriers, and consumers, and provides subject matter expertise, training, and technical assistance to resolve escalated issues.

Planning and developing processes, carrying out programmatic duties by interpreting and applying broadly stated policies, procedures, and insurance rules.

Overseeing creation, revision, and implementation of procedural manuals to ensure staff and the public understand enrollment requirements.

Recommend, interpret, implement, and disseminate regulations, policies, and procedures related to program operations; review amendments to applicable laws and review incoming policy information for interpretation and distribution.

Research, develop, recommend, and implement long-term plans to enhance services; evaluate program success and adapt to changes in funding, eligibility, and production/processing elements.

Serve as the technical expert regarding assigned program services, providing information to State and federal agencies, management, staff, and the public to ensure compliance; resolve high-level customer service issues and complaints; develop and conduct presentations.

Monitor program activities through on-site visits and review of reports to ensure compliance; evaluate and recommend changes to provider eligibility, vendor requirements, detect abuse or fraud; identify demographic and economic trends; conduct studies and prepare reports.

Conduct training and provision of technical assistance; write, revise, and recommend implementation of procedural manuals; conduct ongoing needs assessment and program evaluation by collecting and analyzing data.

Oversee collection, maintenance and organization of required program records; prepare and distribute statistical, financial and narrative reports; prepare information for management concerning program activities to make budget requests and recommend solutions.

May supervise professional, technical or administrative staff, including performance evaluations, scheduling, training and discipline.

Perform related duties as assigned.

Bachelor's degree from an accredited college or university in business or public administration, or related discipline; OR high school graduation plus two years of para-professional program support experience equivalent to an Administrative Assistant III in Nevada State service; OR an equivalent combination of education and experience as described above.

• Working knowledge of: methods and practices used in developing and presenting information;
  English grammar, spelling and punctuation; basic mathematical computation.
• Ability to: analyze and interpret policies, regulations and technical materials; compose clear, grammatically correct and concise written communications such as responses to inquiries, narrative reports and instructional materials; contribute effectively to team goals; interact with a variety of individuals from diverse backgrounds; independently analyze and resolve problems; communicate verbally to explain decisions; establish and maintain effective working relationships; contribute ideas and assist management in developing short and long-range goals;
  
  supervise assigned staff.
• Skill in: operation of a personal computer to effectively input, retrieve and manipulate data.

Recruiter Contact Information:
Victoria Sheehan - Torisheehan.gov