Located in the heart of the Baltimore/Washington corridor, Prince George’s County, MD borders Washington D.C. and is just 37 miles south of the city of Baltimore. Encompassing almost 500 square miles, with over 900,000 residents Prince George's County has an urban atmosphere that provides a scenic and peaceful place to live, work, and play.
 
The Prince George's County Government Department of Health is seeking qualified applicants to fill a Program Lead -Community Developer III position, grade A24 within its Non-Emergency Medical Transportation Program.
 About the Position:  
The incumbent will provide administrative oversight duties and responsibilities to Non-Emergency Transportation Program staff by monitoring and ensuring staff availability using CMS to provide the appropriate mode of medical Assistance transportation with the highest level of customer service to all the Medicaid recipients in Prince George’s County.
This is a lead position, which provides day-to-day direction and guidance to the NEMT staff under the oversight of the Program Manager. What You'll Do: 

•  Trains staff on NEMT procedures, COMAR requirements, use of Trapeze, logging in and out of the phone system, and customer service. Investigates, resolve, and track complaints from clients. 
• Monitors staff availability using CMS or other methods, including ensuring the proper use of “after work” codes; availability of operators; monitoring hold and talk times, and adherence to schedule. 
• Demonstrates knowledge of County Personnel policies and procedures, Program’s personnel needs, and ensures adequate staffing and work distribution in the absence of the Program Manager. 
• Manages processes of verifications of appointments; no-show reporting; complaint and denial logs, exclusionary lists; and any other required data and prepares reports for management review prior to submission to the State. 
• Uses the SKC call monitoring system to review staff and participant interaction. 
• Reviews clients and programmatic required documents to ensure that processes comply with state regulations/ standards and also determine training needs Reviews client files for appeal hearings; makes recommendations; and prepare hearing packets as requested by the State. 
• Accurately explains NEMT intake, approval, denial, and appeal processes to clients. 
• Must be available to testify at Administrative Appeal Hearings as necessary for clients who have been denied transportation. 
• Continuously seeks opportunities to improve customer service and the program's image.

What You'll Need: 
MINIMUM QUALIFICATIONS:
Example

• Bachelor's degree in public administration, social services, sociology, psychology or related field; plus 
• Two (2) years of responsible community development, supervisory work or an equivalent combination of education, experience, and training.

An equivalent combination of education, training, and experience will be considered.
 
 PREFERRED QUALIFICATIONS

• 2-5 years experience call center activities/processes, program coordination, and community outreach. Experience collecting data to determine eligibility for a state or federal programs 
• Working knowledge of the Non-emergency transportation program and 2-5 years of customer service and answering consumer complaints
• Accounts payable and receivable experience. 
• Contracts and budget monitoring experience. 
• Staff training and enrichment. 
• Developing and implementing quality improvement projects

CONDITIONS OF EMPLOYMENT: Upon selection, the candidate must: 

• Applicants who meet minimum qualifications will be invited for an interview to demonstrate proficiency in call center and administrative duties. 
• Meet all training and performance standards and demonstrate proficiency as required by the agency. 
• Wear and use agency protective apparel and equipment in the performance of their assigned duties. 
• Participate as an "Essential" employee in the department's snow and ice control program and other emergency or special activities as assigned. 

 
 
DURATION OF ELIGIBILITY: Candidates will be selected from a temporary register of eligible candidates, which will become effective approximately four (4) weeks after the closing date. Once a selection has been made, the register will expire.

ELIGIBILITY TO WORK: Under the Immigration Reform and Control Act of 1986, an employer is required to hire only U.S. citizens and lawfully authorized alien workers. Applicants who are selected for employment will be required to show and verify authorization to work in the United States.
 
 This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S., only after an offer has been accepted and the Form I-9 is completed. For information on E-Verify, or if you believe the County has violated its E-Verify responsibilities, please contact the Department of Homeland Security (DHS) at 888-897-7781 or visit their website at dhs.gov/e-verify. 

ONLY ONLINE APPLICATIONS WILL BE ACCEPTED.  
 
Internal Applicants: If you are a current Prince George's County Government employee and seeking a promotion, in accordance with Section 16-200 of the Personnel Law, you have the right to appeal a rejection rating within five (5) working days of receiving a rejection notice. Union employees should refer to their respective collective bargaining agreement and/or union representative for their grievance procedure.
 
Prince George's County Government is an Equal Opportunity/Affirmative Action Employer
 Committed to Diversity in the Workplace