Medical Assistance Specialist ; MAS​/ERB - Internal

Medical Assistance Specialist 4 (MAS4/ERB) - Internal

This opportunity is internal and available to current HCA employees only.

The Legislature has also approved a 2% general wage increase for all state employees, effective July 1, 2026.

This position supports public employee (PEBB) and school employee (SEBB) benefit programs that provide medical, dental, and insurance coverage to staff, retirees, and their families across Washington. The role focuses on delivering high-quality customer service by helping ERB MAS3 staff navigate complex eligibility and enrollment questions. As a MAS4, you'll act as a subject matter expert and provide coaching, training, and support to MAS3's to ensure benefits are administered accurately and consistently.

All HCA employees will apply an equity lens to their work, which may include but is not limited to all analyses of core business and processes.

About the division:

The Employees and Retirees Benefits (ERB) Division within HCA is comprised of two programs (PEBB and SEBB) with an overall spending budget of almost $5 billion dollars for over 725,000 covered lives. The PEBB Program provides insurance coverage and administers benefits for eligible employees of state agencies, higher-education institutions, employer groups, and their dependents. The SEBB Program provides coverage for eligible employees of K-12 schools, Educational School Districts, Charter Schools, and their dependents

About the position:

The MAS4 position provides direct lead support to MAS3 staff in the delivery of quality customer service to PEBB and SEBB Programs' subscribers and their dependents, including retirees, K-12, COBRA, continuation coverage, and employees. Provide senior level support to staff and consultation to members on PEBB and SEBB Programs' eligibility, policies, procedures, insurance benefits, rights and responsibilities, access to services, enrollment status via phone support, in-person services at Cherry Street Plaza, email, and HCA Support.

This position is eligible to telework but is frequently required to report onsite to meet business needs. The default assigned work location of all Health Care Authority (HCA) positions - both on-site and telework eligible positions - is within the State of Washington. This position reports to Olympia, WA. Frequency of onsite work will vary based on business and operational needs.

All agency employees are required to report on-site in Olympia on their first and last days of employment to pick up and return state-issued equipment, regardless of telework status or location.

Some of what you will do:

* Provide lead support to ERB Division Customer Service MAS3s, as well as other ERB Division staff in person, email, and in Teams messaging.

* Assist ERB Division Customer Service MAS3s in interpreting WACs, PEBB and SEBB Programs' policies, procedures, operational processes, and regular practices.

* Serve as second level call resolution staff for members' escalated calls from ERB Division Customer Service MAS3s.

* Provide regular feedback and guidance on MAS3s' work including training and coaching new MAS3 staff on effective and professional phone communication, lobby services, data entry, use of various systems, and Customer Service tools.

* Provide instruction, guidance, and assistance to PEBB and SEBB Programs members, agency representatives, and external stakeholders, such as health plans, in resolving unique and complex problems related to all PEBB and SEBB insurance benefits (retiree, COBRA, continuation coverage, K-12, Dependent Verification, Premium Surcharges, Eligibility, Verification, etc.).

* Provide comprehensive and accurate responses to inquiries and complaints from internal and external stakeholders through HCA Support, email, phone, and in-person.

* Assisting the MAS5 Supervisor in ensuring that MAS3s are following their schedules.

* Consult with and coordinate with other ERB Division MAS4s to ensure that all assigned work and deadlines are met.

* Acting as lobby and phone back up assisting members as needed.

* Independently review and research complex enrollment and eligibility situations brought forward by internal staff like MAS3's…