Consumer Assistance Worker

HealthCare Access Maryland•Baltimore, MD

4d•Hybrid

About The Position

HealthCare Access Maryland (HCAM) is a nonprofit organization dedicated to making Maryland healthier by connecting residents to health insurance coverage and providing comprehensive care coordination. Each year, HCAM assists over 80,000 individuals across the state, offering personalized guidance, health education, and advocacy to ensure every Marylander has an equal opportunity to achieve optimal health. The Consumer Assistance Worker supports Healthcare Access Maryland’s Connector Program by helping individuals and families apply for and enroll in health coverage through the Maryland Health Connection. This role focuses on direct, in-person assistance, community outreach, and education. The position plays a key role in turning consumer interactions into completed applications and enrollments while increasing awareness of available services in the community.

Requirements

High school diploma or GED required
Consumer Assistance Worker certification required within 60 days of hire
Strong customer service and communication skills, including the ability to actively listen, understand consumer needs, build trust, and explain information clearly
Ability to explain complex information in a simple, easy-to-understand way
Strong organizational skills with the ability to manage multiple tasks, meet deadlines, and maintain attention to detail in applications and documentation
Ability to problem-solve and navigate complex or sensitive situations
Ability to work independently and in community-based settings with minimal supervision
Comfort using multiple systems and databases, including basic proficiency in Microsoft Office (Word, Excel, Outlook)
Cultural awareness and sensitivity to the diverse populations served, with the initiative to identify and address barriers to enrollment
Adhere to all local, state and federal safety and environmental codes, ordinances, standards and laws
Adhere to all HCAM and local safety plans, policies, practices and standards
Be aware of and follow all safety rules of your work site
Report any unsafe conditions or accidents to your supervisor
Practice standard precautions (formerly universal precautions) at all times
Participate in mandatory or available safety training

Nice To Haves

Associate’s or Bachelor’s degree preferred
Experience working in a customer-facing, human services, healthcare, or community-based role preferred
Experience assisting individuals with applications, eligibility processes, or benefits programs preferred
Bilingual (e.g., Spanish, French, Mandarin) preferred to support effective communication with diverse populations

Responsibilities

Provide one-on-one assistance with eligibility applications, renewals, and special enrollment periods
Explain coverage options and help consumers make informed decisions
Educate consumers on health coverage and basic insurance concepts
Help consumers understand required documents, verifications, and deadlines
Guide consumers through the full process and work toward completed applications and enrollments
Participate in community outreach and enrollment events
Educate the public about available health coverage and services
Focus efforts on reaching underserved and high-need populations
Maintain an active presence in the community to increase access and awareness
Provide services in a fair, accurate, and impartial manner
Communicate in a culturally and linguistically appropriate way
Obtain and document required consumer authorizations and protect personal information
Explain the role and limits of assistance
Document consumer interactions and outcomes in required systems
Maintain up-to-date knowledge of eligibility, enrollment processes, and program changes
Participate in required trainings
Additional duties as assigned.