[Hiring] Government Assistance Eligibility Supervisor @Montgomery County

Role Description

This is a one-year term position with an expiration date of July 1, 2027.

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.

What You'll Be Doing

• Leading CE-GAES Team Operations:
  • Supervising 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.
• Performing Quality Control and Monitoring:
  • Conducting ongoing quality assurance on GAES I casework to minimize errors, ensuring compliance with ACA regulations and Maryland Health Benefit Exchange (MHBE) guidance, and initiating corrective actions, as needed.
• Managing Productivity and Performance:
  • Tracking GAES productivity, preparing weekly and monthly reports, conducting performance evaluations, and supporting continuous improvement in alignment with program goals.
• Overseeing Staffing and Scheduling:
  • Maintaining staff attendance records, managing coverage schedules, ensuring office operational readiness, and addressing personnel issues and public complaints in accordance with county policies.
• Supporting Training and Policy Implementation:
  • Providing policy clarification, technical guidance, and informal training on ACA programs, system usage, and customer service procedures; and assisting in onboarding and mentoring new staff.
• Handling Consumer Issues and Escalations:
  • Supporting CAES in addressing complex consumer issues and system challenges, following MHBE’s escalation protocols and referring cases to the Health Education and Advocacy Unit or Maryland Insurance Administration (MIA) when appropriate.
• Ensuring Program Efficiency and Innovation:
  • Assisting in developing and implementing improvements to streamline operations, enhancing service delivery, and supporting the department’s mission to expand access to affordable health coverage.

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

• Evening and Weekend Hours: This position requires the ability to work some evenings and weekends.
• Multilingual Skills: Candidates with multilingual communication skills (verbal and written) in Spanish are encouraged to apply.

Preferred Criteria, Interview Preferences

• 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.

Interview Criteria

• Demonstrated experience supervising or leading a team in a health or human services program.
• Familiarity with ACA-related programs, including Medicaid, MCHP, QHPs, and state enrolment systems.
• Proven ability to monitor staff performance, ensure compliance with program requirements, and implement corrective actions.
• Strong written and verbal communication skills, including experience with technical guidance, staff coaching, or training.
• Ability to manage competing priorities while maintaining service quality in a fast-paced, client-facing environment.