State of Maryland
ADMINISTRATIVE OFFICER II Escalated Case Resolution Coordinator
State of Maryland, Baltimore, Maryland, United States
ADMINISTRATIVE OFFICER II Escalated Case Resolution Coordinator
Location: 750 East Pratt Street, Baltimore, Maryland, 21202
Introduction:
The Maryland Health Benefit Exchange (MHBE) seeks a contractual Admin Officer II/Escalated Case Resolution Coordinator to support the administration of Maryland Health Connection under the Affordable Care Act. The role involves researching escalated cases, organizing information, performing informal resolution, contacting consumers, and reporting outcomes.
Main Purpose of Job:
This position provides support to the Exchange by reviewing eligibility for Medicaid and federal subsidies, ensuring accurate resolution of escalated cases, acting as a subject matter expert for insurance eligibility, and supporting consumer assistance operations through coordination with other departments.
Position Duties Escalated Case Assignments - 85%
Monitor individual queues in Salesforce for escalated case assignment.
Receive and perform initial examination of escalated case toward policy‑compliant resolution.
Conduct consumer outreach as needed.
Document case resolution in Salesforce, including action summaries and data sources.
Forward case assignment to appropriate departments (e.g., MHBE IT, MDH EDD, etc.).
Respond to high‑priority cases referred for special projects.
Ensure accurate closure of cases in Salesforce per taxonomy guidelines.
Communications – 10%
Monitor and reply to social‑media contact on Exchange‑maintained platforms.
Address and resolve consumer concerns/questions professionally.
Other Duties as Assigned – 5%
Perform additional duties assigned by Program Manager, Deputy Director, or Director of Consumer Assistance.
Minimum Qualifications Education: High‑school graduation or high‑school equivalency certificate.
Experience: Two years of administrative staff or professional work. Substitutions: 30 college credits for one year of experience, bachelor’s degree for required experience, or relevant U.S. military service.
Desired or Preferred Qualifications
Knowledge of and experience with Qualified Health Plans.
Strong written and verbal communication skills (5+ years of customer service experience).
Proficiency in analyzing healthcare eligibility and enrollment issues.
Knowledge of Medicaid eligibility.
Limitations on Selection Open to existing contractual workers of the Maryland Health Benefit Exchange only.
Licenses, Registrations, and Certifications Eligible employees may be required to operate a motor vehicle; a valid motor‑vehicle operator’s license in Maryland is necessary.
Selection Process Applicants should submit an online application. Paper applications may be mailed to 750 East Pratt Street, 6th Floor, Baltimore, MD 21202. Resumes will not be accepted in lieu of formal application.
Benefits and Additional Information As an equal‑opportunity employer, Maryland fosters diversity, invites people with disabilities and bilingual candidates, and encourages veterans to apply. Contact: mhbe.hr@maryland.gov.
#J-18808-Ljbffr
Introduction:
The Maryland Health Benefit Exchange (MHBE) seeks a contractual Admin Officer II/Escalated Case Resolution Coordinator to support the administration of Maryland Health Connection under the Affordable Care Act. The role involves researching escalated cases, organizing information, performing informal resolution, contacting consumers, and reporting outcomes.
Main Purpose of Job:
This position provides support to the Exchange by reviewing eligibility for Medicaid and federal subsidies, ensuring accurate resolution of escalated cases, acting as a subject matter expert for insurance eligibility, and supporting consumer assistance operations through coordination with other departments.
Position Duties Escalated Case Assignments - 85%
Monitor individual queues in Salesforce for escalated case assignment.
Receive and perform initial examination of escalated case toward policy‑compliant resolution.
Conduct consumer outreach as needed.
Document case resolution in Salesforce, including action summaries and data sources.
Forward case assignment to appropriate departments (e.g., MHBE IT, MDH EDD, etc.).
Respond to high‑priority cases referred for special projects.
Ensure accurate closure of cases in Salesforce per taxonomy guidelines.
Communications – 10%
Monitor and reply to social‑media contact on Exchange‑maintained platforms.
Address and resolve consumer concerns/questions professionally.
Other Duties as Assigned – 5%
Perform additional duties assigned by Program Manager, Deputy Director, or Director of Consumer Assistance.
Minimum Qualifications Education: High‑school graduation or high‑school equivalency certificate.
Experience: Two years of administrative staff or professional work. Substitutions: 30 college credits for one year of experience, bachelor’s degree for required experience, or relevant U.S. military service.
Desired or Preferred Qualifications
Knowledge of and experience with Qualified Health Plans.
Strong written and verbal communication skills (5+ years of customer service experience).
Proficiency in analyzing healthcare eligibility and enrollment issues.
Knowledge of Medicaid eligibility.
Limitations on Selection Open to existing contractual workers of the Maryland Health Benefit Exchange only.
Licenses, Registrations, and Certifications Eligible employees may be required to operate a motor vehicle; a valid motor‑vehicle operator’s license in Maryland is necessary.
Selection Process Applicants should submit an online application. Paper applications may be mailed to 750 East Pratt Street, 6th Floor, Baltimore, MD 21202. Resumes will not be accepted in lieu of formal application.
Benefits and Additional Information As an equal‑opportunity employer, Maryland fosters diversity, invites people with disabilities and bilingual candidates, and encourages veterans to apply. Contact: mhbe.hr@maryland.gov.
#J-18808-Ljbffr