Administrator V Supervisor

State of Maryland•Baltimore City, MD

9d•Onsite

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 complex waiver-related constituent inquiries are thoroughly 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, identify systemic process improvements, and provide high-level briefings to executive stakeholders. This position manages and directs the work of the Waiver Help Team, establishing priorities, workflows, and service standards for case intake, research, tracking, and closure. This position also 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 Waiver Help Team Supervisor identifies recurring constituent issues and systemic barriers and advises leadership on operational improvements, workflow adjustments, or policy clarification needs. Additionally, 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 supervises, plans, and organizes 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.
One (1) year of constituent service experience (i.e., experience/background managing elevated constituent inquiries, especially concerning state or federal policy).

Nice To Haves

Experience applying and interpreting complex state or federal policy with a specific focus on analysis or implementation of Medicaid Waiver programs (e.g., 1915(c) Home and Community-Based Services / HCBS waivers eligibility policies and statutory requirements.)
Experience directly supervising professional staff or interns.
Experience analyzing data to identify trends, establish performance metrics, and translate raw metrics and trend reports into compelling insights, process improvements, and executive-level strategic briefings.

Responsibilities

Strategic oversight, data integrity, and cross-departmental coordination of the Waiver Help Team.
Manage and direct the work of the Waiver Help Team, establishing priorities, workflows, and service standards for case intake, research, tracking, and closure.
Provide guidance on complex or sensitive cases, ensuring consistent application of eligibility policy and procedures.
Monitor workload to prevent delays or dropped cases.
Review and synthesize information provided by analysts and elevate findings, risks, and recommendations to leadership.
Identify recurring constituent issues and systemic barriers and advise leadership on operational improvements, workflow adjustments, or policy clarification needs.
Oversee case tracking and reporting, ensuring accurate and timely metrics related to volume, timeliness, outcomes, and trends are provided to leadership.
Supervise, plan, and organize the work of subordinate staff.
Represent the Waiver Help Team in meetings and briefings with agency leadership as required.