Consumer Assistance Worker

HealthCare Access Maryland•Baltimore, MD

6h•$24 - $28

About The Position

HealthCare Access Maryland (HCAM) is hiring Consumer Assistance Workers for the Capital South Region (Prince George's County) and the Central Region (Baltimore City, Baltimore County, Anne Arundel County, and Howard County). Central Region employees must be able to provide in-person assistance and conduct outreach and education throughout the region as needed. The Consumer Assistance Worker supports HCAM’s Connector Program by helping individuals and families apply for and enroll in health coverage through the Maryland Health Connection. The role focuses on direct, in-person assistance, community outreach, and education, with an emphasis on helping consumers complete applications and enroll while increasing awareness of available community services. HCAM is a nonprofit organization dedicated to connecting Maryland residents to health insurance coverage and providing comprehensive care coordination. It assists more than 80,000 individuals statewide each year through personalized guidance, health education, and advocacy.

Requirements

High school diploma or GED.
Consumer Assistance Worker certification required within 60 days of hire.
Strong customer service and communication skills, including active listening, understanding consumer needs, building trust, and explaining information clearly.
Ability to explain complex information in simple, easy-to-understand terms.
Strong organizational skills, ability to manage multiple tasks and meet deadlines, and 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 Word, Excel, and Outlook.
Cultural awareness and sensitivity toward diverse populations, with initiative to identify and address barriers to enrollment.
For Central Region positions, ability to provide in-person assistance and conduct outreach and education throughout the Central Region as needed.

Nice To Haves

Associate’s or Bachelor’s degree.
Experience in a customer-facing, human services, healthcare, or community-based role.
Experience assisting individuals with applications, eligibility processes, or benefits programs.
Bilingual ability, such as Spanish, French, or Mandarin.

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 about 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 outreach on underserved and high-need populations and maintain an active community presence to increase access and awareness.
Provide services fairly, accurately, and impartially, using culturally and linguistically appropriate communication.
Obtain and document required consumer authorizations, protect personal information, and 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, and participate in required trainings.
Perform additional duties as assigned.
Follow applicable safety and environmental codes, HCAM and worksite safety policies, report unsafe conditions or accidents, practice standard precautions, and participate in safety training.