[Hiring] Government Assistance Eligibility Supervisor @Montgomery County

Role Description

The Office of Eligibility and Support Services (OESS) is currently recruiting for a dedicated and service-driven professional to join the Connector Entity team as a TERM Government Assistance Eligibility Supervisor. OESS serves as the primary entry point for residents seeking public health, federal, and state assistance. Its mission is to help low-income families and individuals meet basic needs by determining eligibility for social services, healthcare access programs, and financial assistance. This position oversees staff who assist residents in applying for health coverage through Maryland Health Connection, including Medicaid, MCHP, and private health insurance plans. The Supervisor ensures effective daily operations and compliance with state and federal program requirements.

Core duties of this position will include, but will not be limited to:

• Lead CE-GAES Team Operations: Supervises the daily activities of certified Health Insurance GAES I’s to ensure timely, accurate, and compliant eligibility determinations and enrollments through Maryland Health Connection (MHC), including Medicaid, MCHP, Qualified Health Plans, and Stand-Alone Dental Plans.
• Perform Quality Control and Monitoring: Conducts ongoing quality assurance on GAES I casework to minimize errors, ensure compliance with ACA regulations and Maryland Health Benefit Exchange (MHBE) guidance, and initiate corrective actions, as needed.
• Manage Productivity and Performance: Tracks GAES productivity, prepares weekly and monthly reports, conducts performance evaluations, and supports continuous improvement in alignment with program goals.
• Oversee Staffing and Scheduling: Maintains staff attendance records, manages coverage schedules, ensures office operational readiness, and addresses personnel issues and public complaints in accordance with county policies.
• Support Training and Policy Implementation: Provides policy clarification, technical guidance, and informal training on ACA programs, system usage, and customer service procedures; assists in onboarding and mentoring new staff.
• Handle Consumer Issues and Escalations: Supports CAES in addressing complex consumer issues and system challenges, following MHBE’s escalation protocols and referring cases to Health Education and Advocacy Unit or Maryland Insurance Administration (MIA) when appropriate.
• Ensure Program Efficiency and Innovation: Assists in developing and implementing improvements to streamline operations, enhance service delivery, and support the department’s mission to expand access to affordable health coverage.
• Perform other job-related duties as assigned.

Multilingual candidates in English/Spanish are encouraged to apply.

Qualifications

• Graduation from an accredited college or university with a bachelor’s degree.
• Three (3) years of experience as a journey-level specialist in financial assistance program delivery, or three years of equivalent work experience.
• An equivalent combination of education and experience may be substituted.

Requirements

• Experience supervising or leading staff who utilize enrollment systems to assist customers with obtaining health insurance, including Medicaid and/or Private health plans.
• Experience interpreting and applying federal and state regulations related to health coverage programs.
• Proficient in using eligibility systems or enrollment platforms, such as Maryland Health Connection or similar portals.
• Experience delivering direct customer service to individuals seeking health insurance coverage, including assistance with eligibility, plan selection, or enrollment.

Benefits

• Equal opportunity employer, committed to workforce diversity.
• Reasonable accommodations for applicants with disabilities, in accordance with the law.
• Hiring preference to certain categories of veterans and veterans/persons with a disability.