Administrator V Supervisor

State of Maryland•Baltimore City, MD

About The Position

The Waiver Help Team Supervisor is responsible for the strategic oversight, data integrity, and cross-departmental coordination of the Waiver Help Team. The Waiver Help Team uses data, communications, and policy research to ensure waiver-related constituent inquiries are effectively researched, tracked, and resolved in a timely and consistent manner. The Supervisor serves as a critical bridge between the team and agency leadership, ensuring leadership is informed of emerging issues, trends, and operational needs related to waiver inquiries. The Waiver Help Team Supervisor is a self-directed leader who utilizes data analytics to track departmental performance, identifies systemic process improvements, and provides high-level briefings to executive stakeholders. This position directs and coordinates the work of the Waiver Help Team, establishing priorities, workflows, and service standards for case intake, research, tracking, and closure. It provides guidance on complex or sensitive cases, ensures consistent application of eligibility policy and procedures, and monitors workload to prevent delays or dropped cases. This position reviews and synthesizes information provided by analysts and elevates findings, risks, and recommendations to leadership. The position identifies recurring constituent issues and systemic barriers and advises leadership on operational improvements, workflow adjustments, or policy clarification needs. This position oversees case tracking and reporting, ensuring accurate and timely metrics related to volume, timeliness, outcomes, and trends are provided to leadership. This position also plans, organizes, and supervises the work of subordinate staff and represents the Waiver Help Team in meetings and briefings with agency leadership as required.

Requirements

Graduation from an accredited high school or possession of a high school equivalency certificate.
Six years of administrative staff or professional work.
Candidates may substitute 30 credit hours from an accredited college or university for each year up to four years of the required experience.
Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience.
Candidates may substitute the possession of a Master's degree from an accredited college or university for five years of the required experience.
Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required experience.

Nice To Haves

Experience with data analysis.
Experience with waiver eligibility and Medicaid requirements.
Management experience.

Responsibilities

Strategic oversight of the Waiver Help Team
Ensuring data integrity
Cross-departmental coordination
Using data, communications, and policy research to resolve waiver-related inquiries
Serving as a bridge between the team and agency leadership
Utilizing data analytics to track departmental performance
Identifying systemic process improvements
Providing high-level briefings to executive stakeholders
Directing and coordinating the work of the Waiver Help Team
Establishing priorities, workflows, and service standards
Providing guidance on complex or sensitive cases
Ensuring consistent application of eligibility policy and procedures
Monitoring workload to prevent delays or dropped cases
Reviewing and synthesizing information provided by analysts
Elevating findings, risks, and recommendations to leadership
Identifying recurring constituent issues and systemic barriers
Advising leadership on operational improvements, workflow adjustments, or policy clarification needs
Overseeing case tracking and reporting
Planning, organizing, and supervising the work of subordinate staff
Representing the Waiver Help Team in meetings and briefings with agency leadership