Medical Assistance Specialist 5 (MAS5​/ERB

Medical Assistance Specialist 5 (MAS5/ERB)

This position supervises a team of customer service staff providing support to Public Employees Benefits Board (PEBB) and School Employees Benefits Board (SEBB) Program members and future enrollees. This position builds positive relationships with internal and external stakeholders and provides leadership and guidance to ensure their team meets customer service standards. If you are a strong communicator with a reliable performance track record, this may be the opportunity for you!

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.

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 PEB Board also offers Retiree and other continuation of coverage benefits such as COBRA for those who meet state eligibility and procedural requirements.

The SEBB Program provides coverage for eligible employees of K-12 schools, Educational Service Districts, charter schools, and their dependents.

This MAS5 position aligns with the HCA mission and Governor's health care priorities by providing support and direction in the delivery of quality customer service to PEBB and SEBB Program members, including retirees, continuation coverage, and K-12. This role supervises 10 FTEs: nine MAS3 staff and one MAS4 lead staff, providing leadership, mentoring, and direction to staff to ensure they meet ERB Division customer service performance standards and work expectations.

This role also interacts with health plan representatives, HCA representatives, direct reports, peers, managers, and other cross divisional staff for completion of accurate and timely PEBB and SEBB Programs eligibility and enrollment determinations.

This position is eligible to telework but is frequently required to report on-site to meet business need. 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:

• Supervise ten full-time employees: nine MAS3 and one MAS4 lead worker.
• Plan and monitor staff activities and performance measures.
• Direct and oversee staff work related to benefits accounts, assisting members by phone, document processing, and lobby services.
• Provide assistance and guidance to staff, as well as internal and external stakeholders on complex eligibility and enrollment issues, data processing, and application of state and federal policies and procedures utilizing various databases and systems.
• Coordinate personnel issues for recruitment, selection, and appointment.
• Create, revise, and maintain staff position description forms. Align staff positions and duties within their job classifications.
• Conduct employee performance evaluations and document staff performance.
• Provide support, guidance, training, and feedback to ERB Division Benefits Accounts Customer Service staff and other division staff regarding complex eligibility and/or enrollment issues.
• Set clear expectations, work plan goals, and assignments.
• Mentor and provide leadership for staff growth.
• Conduct weekly staff huddles, regular team staff meetings, and regular 1:1 meetings with staff to review and discuss their performance and expectations.
• Process leave requests and Time Attendance Records within the designated timelines.
• Coordinate work activities, training, and resource development and maintenance for staff with the Accuracy and Internal Training Unit and the ERB schedulers.
• Lead and…