Appeals Manager

Baltimore, MD - USA

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Introduction

Marylands Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180000 employers delivered as a digitally native public-facing service. Were in the early stages of building something as big and as far-reaching as unemployment insurance or a new health department. We know that delivering services primarily through a website over the Internet is a new way of doing business in government.

The Appeals Unit is responsible for providing a fair and impartial process for reviewing determinations made by the FAMLI Division. Our Hearing Officers conduct hearings review evidence and issue legally sound decisions while safeguarding due process. The Appeals Unit is committed to delivering timely accessible and high-quality service to workers employers and the public while upholding the integrity of the FAMLI program.

The Appeals Manager develops and executes the operational strategy for appeals administration focusing on workflow management customer service correspondence record retention and cross-functional coordination. Working closely with Division leadership the Appeals Manager supports access to justice by ensuring all parties receive reliable support throughout the appeals process and clear timely information in accordance with the law.

This position is Remote

This is a Management Service position that serves at the pleasure of the Appointing Authority.

GRADE

LOCATION OF POSITION

100 S. Charles Street

Baltimore Maryland 21201

Main Purpose of Job

The Appeals Manager is a senior leader within the Appeals Directorate in the Division of Family and Medical Leave Insurance (FAMLI) at the Maryland Department of Labor (MDOL). This role is responsible for executing the organizational strategy for the operational and administrative arms of the Appeals Unit. This role will be responsible for planning implementing and executing a wide range of initiatives that align with our strategic goals and objectives. This is a leadership position that requires exceptional organizational analytical and communication skills. The successful candidate will have a proven track record of driving successful project outcomes and possess the ability to work cross-functionally with various teams and stakeholders.

POSITION DUTIES

Duties of this position include but are not limited to:

Oversee daily operations related to case management logistics and correspondence for appeals.

Ensure the development and implementation of standardized operating procedures(SOPs) for case handling ensuring consistency quality and compliance.

Supervise the team responsible for processing appeals ensuring appropriate workflows are followed and key performance indicators (KPIs) are met.

Manage mentor and develop staff involved in case management and operations to ensure optimal performance and professional growth.

Foster a collaborative and high-performing work environment by providing regular feedback training opportunities and support.

Identify and lead process improvement initiatives to streamline appeals operations reduce processing times and improve accuracy and service delivery.

Work with the Director of Appeals to evaluate and implement new technologies or tools that could enhance case management and operational efficiency.

Serve as a key point of contact for internal and external stakeholders including other state agencies vendors and contractors involved in appeals processing.

Facilitate clear effective communication between departments to ensure smooth coordination and to address any operational issues.

Assist in developing reports for internal and external stakeholders tracking key metrics related to the appeals process and ensuring compliance with relevant policies and state regulations.

MINIMUM QUALIFICATIONS

Education:

A bachelors degree from anaccredited college or university.

Experience:

Five years of professionalexperience in administrative operations program management legal operationsor a related field including at least two years of supervisory or teamleadership experience.

Strong verbal and writtencommunication skills with the ability to communicate complex informationclearly.

DESIRED OR PREFERRED QUALIFICATIONS

Legalexperience involving civil criminal or administrative proceedings ispreferred including familiarity with administrative law principles like dueprocess notice requirements record development and public-facingadjudicatory processes.

Experiencein paid leave UI workers compensation or any other benefits administrationprogram is preferred.

Experienceworking in or collaborating with policy customer service or IT staff toresolve operational issues.

Experienceworking in a high-volume deadline-driven environment involving sensitive orconfidential information.

Experience standing up new government programs is preferred.

Demonstrates ability to translate legal or technical language into clear plain-language.

SPECIAL REQUIREMENTS

All candidates are subject to a background check against files maintained by the Division of Unemployment Insurance (Labor/DUI) to determine whether any monies are owed to Labor/DUI as a result of unemployment insurance overpayment/fraud. Any unpaid debt may have an impact on whether or not a candidate is offered employment.

SELECTION PROCESS

Allinformation concerning the qualifications including any required documentation(diploma transcript certificate etc.) must be submitted and received by theclosing date. Information submitted after this date will not be that meet minimum and/or selective qualifications will be referredto the hiring unit for interview selection. Units will select those candidatesmost closely demonstrating the qualifications for the interview.

Resumesare acceptable as additional information only; however the application must be completed in its entirety or it will be subject to rejection.

EXAMINATION PROCESS

The assessment may consist of a rating of your education training and experience related to the requirements of the is important that you provide complete and accurate information on your report all experience and education that is related to this position.

The examination for this recruitment will be an evaluation and rating of the information provided on your application. Therefore it is essential that the application is filled out completely and accurately listing all relevant education and experience addressing the specific qualifications shown above and submitting any required documentation (diploma transcript certification license etc.). Please include clear detailed and specific information on your application regarding experience qualifications related to the minimum qualifications desired and/or selective qualifications of the position.

***Please note that your answers on the supplemental questionnaire must correspond to the information provided on your application to receive credit.

BENEFITS

This is a full-time permanent position and eligible for full State benefits which include:

Flexible hours and hybrid teleworking

Paid holidays 12-13 per year

Generous paid leave package (annual sick personal and compensatory leave)

State Pension (defined benefit plan)

Tax-deferred supplemental retirement savings plans (401(k) and 457)

Comprehensive subsidized health dental and prescription plans with little to no deductibles free generic prescriptions and free preventative health services

Flexible Spending Account plans for Health Care and Daycare

State Employees Credit Union To learn more please click this link

To learn more please click this link:STATE OF MARYLAND BENEFITS

FURTHER INSTRUCTIONS

The online application is STRONGLY preferred. Howeverif you are unable to apply online or having difficulty with your login orpassword please contact DBMs Helpdesk directly at (410) 767- 4850 (8:00 AM to5:00 PM daily except for holidays and weekends). After business hours pleasesubmit an email request to If you encounterdifficulty attaching required or optional documentation you may submit viaemail mail or deliver in person. Please be sure to include your name identificationnumber (Easy ID#) and job announcement number on any documentation to ensuretimely processing.

We thank our Veterans for their service to our countryand encourage them to apply. If you are seeking veterans preference pleasesubmit a copy of your DD-214.

The paper application must be received by 5 pm close of business on the closing date for the recruitment no postmarks will be accepted. Incorrect application forms will not be accepted.

PLEASE DO NOT FAX OREMAIL UNSOLICITED DOCUMENTATION

Completedapplications required documentation and any required addendums may be mailedto:

Maryland Departmentof Labor / Office of Administration

Attn: Erika Leonard-Anderson25-

100 S. Charles Street 5th Floor

Baltimore MD 21201

The MD StateApplication Form can be found online

Department ofLabor Licensing and Regulation is an equal opportunity employer. It is thepolicy of Labor that all persons have equal opportunity and access toemployment opportunities services and facilities without regard to racereligion color sex age national origin or ancestry marital statusparental status sexual orientation disability or veteran status.

Required Experience:

Manager

Introduction Marylands Family and Medical Leave Insurance (FAMLI) program makes sure all workers in Maryland have paid time off for medical and family reasons. FAMLI is a social insurance system covering 2.6 million workers and 180000 employers delivered as a digitally native public-facing servic...