Administrative Officer III

State of Maryland • Baltimore City, MD

11d • Onsite

About The Position

The Maryland Health Benefit Exchange (MHBE) is seeking an Administrative Officer III/Constituent Services Coordinator. MHBE administers Maryland Health Connection, Maryland’s health insurance marketplace, under the Patient Protection and Affordable Care Act. Its mission is to improve Marylanders’ health and well-being by connecting them with high-quality, affordable health coverage through innovation, technology, and customer service.

The Constituent Services Coordinator researches, investigates, and resolves escalated consumer inquiries and complaints involving Medicaid, Qualified Health Plans, Stand-Alone Dental Plans, eligibility determinations, financial assistance programs, and enrollment issues. The position manages cases from intake through resolution and closure, communicates with consumers and stakeholders, documents case activity, and ensures resolutions align with federal and state regulations, MHBE policy, and operational procedures.

The Coordinator responds to inquiries from the Governor’s Office, members of the Maryland General Assembly, MHBE executive leadership, other state agencies, and external stakeholders. The role requires maintaining a high-volume caseload and serving as a subject matter expert on Maryland Health Connection programs and related eligibility and enrollment systems. The position is located in Baltimore City, Maryland.

Requirements

• Graduation from an accredited high school or possession of a high school equivalency certificate.
• Three years of administrative staff or professional work.
• A valid State of Maryland motor vehicle operator’s license may be required if assigned duties involving operation of a motor vehicle.
• Candidates may substitute 30 college credit hours from an accredited college or university for each year, up to two years, of the required experience.
• Candidates may substitute a bachelor’s degree from a college or university for the required experience.
• Candidates may substitute qualifying U.S. Armed Forces commissioned-officer military service involving staff work with regular independent judgment and analysis in applying or interpreting complex administrative plans, policies, rules, or regulations, or analysis of operational programs or procedures with recommendations for improvement, on a year-for-year basis for the required experience.

Nice To Haves

• Three years of experience preparing professional written correspondence and verbally communicating complex policies, regulations, or procedures clearly and professionally to customers, stakeholders, executive leadership, or government officials.
• Three years of experience managing a high-volume caseload or workload.
• Three years of experience de-escalating difficult customer interactions and documenting case activity in a case management or CRM system with exceptional attention to detail and accuracy.
• Three years of experience researching and responding to inquiries from executive leadership, legislators, government agencies, elected officials, or other high-level stakeholders, requiring independent analysis and professional judgment.
• Fluency in spoken and written Spanish.

Responsibilities

• Research and analyze case facts, applicable state and federal statutes, regulations, and policies, and develop written findings and recommendations for management review and appeal determinations.
• Prepare written analyses and recommendations about case reviews, alternative resolutions, policy interpretations, operational strategies, and process improvements.
• Interpret and communicate state and federal eligibility requirements, regulations, policies, and guidelines to the administrative vendor, consumers, and the general public.
• Respond promptly and professionally to inquiries and escalated concerns from consumers, the Governor’s Office, legislative offices, and other stakeholders.
• Maintain accurate case records and documentation, including communications, research findings, actions taken, and follow-up activities.
• Track correspondence and cases in CRM, HBX, and MHBE tracking databases.
• Assess constituent and stakeholder concerns, clarify issues, and coordinate with appropriate program areas and agencies to facilitate timely and comprehensive resolution.
• Manage assigned cases from intake through resolution and closure.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED