About HealthCare Access Maryland (HCAM):
HealthCare Access Maryland (HCAM) is a nonprofit organization dedicated to making Maryland healthier by connecting residents to health insurance coverage and providing comprehensive care coordination. Each year, HCAM assists over 80,000 individuals across the state, offering personalized guidance, health education, and advocacy to ensure every Marylander has an equal opportunity to achieve optimal health.
healthcareaccessmaryland.org
Job Summary
The Program Manager, Returning Citizens HealthLink (Pre-Trial Team), is responsible for the leadership, supervision, and day-to-day operations of HCAM's pre-trial enrollment activities within Baltimore City's detention facilities. The Program Manager oversees a team of Consumer Assistance Workers responsible for assisting detained individuals with health coverage enrollment and healthcare access prior to release.
This position provides operational oversight for services delivered at Baltimore Central Booking and Intake Center (BCBIC), Chesapeake Detention Facility (CDF), Metropolitan Transition Center (MTC), and Youth Detention Center (YDC). The Program Manager is responsible for staff supervision, performance management, quality assurance, facility relationships, compliance, reporting, and program improvement activities.
The Program Manager works closely with the Program Manager responsible for the Department of Corrections (DOC) Team to promote consistency across the Returning Citizens HealthLink Program and provides leadership coverage during that individual's absence.
Duties and Responsibilities
The primary responsibilities of this position are:
Administration
- Provide day-to-day operational leadership and oversight of the Pre-Trial Team.
- Develop and maintain staff schedules to ensure adequate coverage at assigned facilities.
- Monitor workflow, productivity, and service delivery across assigned sites.
- Serve as HCAM's primary liaison to assigned detention facilities.
- Build and maintain positive working relationships with facility leadership and partner organizations.
- Develop, implement, and maintain standard operating procedures.
- Identify operational challenges and develop solutions to improve efficiency and effectiveness.
- Collaborate closely with the Program Manager responsible for the DOC Team to promote consistency in operations, policies, procedures, and service delivery across the RCHL Program.
- Provide operational and leadership coverage for the DOC Team during the DOC Program Manager's absence.
- Participate in internal and external meetings on behalf of the program.
Documentation
- Monitor staff documentation for accuracy, completeness, and timeliness.
- Conduct routine audits of enrollment records, case files, and program documentation.
- Provide feedback and coaching related to documentation requirements.
- Ensure compliance with HCAM policies, funder requirements, and applicable regulations.
- Maintain records related to audits, corrective actions, staff training, and performance management activities.
Data Analysis
- Monitor program performance indicators and enrollment outcomes.
- Analyze trends and identify opportunities to improve productivity and service delivery.
- Assist in preparing monthly, quarterly, and annual reports.
- Participate in quality assurance and continuous quality improvement initiatives.
- Review program data to identify barriers, gaps, and opportunities for improvement.
- Assist leadership with corrective action plans and performance improvement strategies when necessary.
Supervision & Staff Management
- Supervise approximately six Consumer Assistance Workers.
- Conduct regular 1:1 meetings with assigned staff.
- Provide coaching, mentoring, and professional development opportunities.
- Complete performance evaluations and performance-related documentation.
- Address performance concerns through coaching, counseling, and progressive discipline when appropriate.
- Participate in recruitment, interviewing, hiring, onboarding, and retention activities.
- Review and approve staff schedules, timesheets, and leave requests.
- Coordinate onboarding and training activities for new staff.
- Foster a culture of accountability, teamwork, professionalism, and continuous improvement.
- Support the DOC Program Manager with supervisory responsibilities and operational needs during periods of leave, vacancy, or other absences.
Financial Management
- Support efficient use of staffing and program resources.
- Monitor operational needs and communicate resource requirements to leadership.
- Assist with budget planning and resource allocation activities.
- Ensure program activities align with grant, contract, and budget requirements.
Funder Relationships
- Maintain productive relationships with the Maryland Health Benefit Exchange (MHBE), Maryland Department of Health (MDH), Department of Public Safety and Correctional Services (DPSCS), detention facility leadership, and other partners.
- Participate in funder meetings, monitoring activities, audits, and site visits.
- Support the preparation of grant reports and responses to funder inquiries.
- Communicate program successes, challenges, and emerging needs to leadership.
Additional duties and responsibilities:
- Assist with direct service delivery when operational needs require.
- Support cross-training efforts across RCHL teams.
- Participate in community meetings, trainings, conferences, and professional development activities.
- Travel throughout the service area as required.
- Perform other duties as assigned.
QUALIFICATIONS:
Education, Experience, Certifications and Licensures:
- Bachelor's degree in Public Health, Human Services, Social Work, Criminal Justice, Healthcare Administration, or a related field preferred.
- High School Diploma or GED with significant relevant experience will be considered.
- Minimum of three years of experience in health coverage enrollment, public health, healthcare, social services, corrections, or a related field.
- Minimum of one year of supervisory or team leadership experience preferred.
- Maryland Health Benefit Exchange Certified Application Counselor certification required within six months of hire.
- Experience working with justice-involved populations preferred.
- Ability to obtain and maintain all required DPSCS security clearances.
- Valid driver's license and reliable transportation required.
KNOWLEDGE, SKILLS & ABILITIES
- Knowledge of Medicaid, Maryland Children's Health Program (MCHP), Qualified Health Plans (QHPs), and related eligibility programs.
- Strong leadership, coaching, and staff development skills.
- Ability to manage multiple priorities and deadlines.
- Strong organizational and project management skills.
- Excellent written and verbal communication skills.
- Ability to analyze data and use information to drive decision-making.
- Strong problem-solving and critical-thinking skills.
- Ability to build collaborative relationships with internal and external stakeholders.
- Ability to exercise sound judgment and maintain confidentiality.
- Strong computer literacy skills, specifically with Microsoft Word, Excel, Outlook, SharePoint, and data management systems.
- Sensitivity to the cultural and socioeconomic characteristics of the populations served.
- Ability to work independently and adapt to changing operational needs.
Compensation
In compliance with Maryland's wage transparency requirements, the compensation for this role has been included in the posting. Additionally, the benefits package includes vacation, sick, personal, and mental health leave, a 401k retirement plan with employer match, medical, dental, life, short-term and long-term disability insurance, company-paid life insurance, voluntary life insurance options, Health Savings Account (HSA) and Flexible Spending Account (FSA) options, and a voluntary emergency savings fund with employer match.
EEO Statement
HealthCare Access Maryland provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. HealthCare Access Maryland takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.
Safety & Health Responsibilities:
HCAM is committed to providing and maintaining a safe, secure and healthy work environment for all employees, clients served, volunteers and visitors. As part of this commitment, HCAM has developed safety, security and occupational health policies, practices, and standards.
With this understanding, all employees are required to: Adhere to all local, state and federal safety and environmental codes, ordinances, standards and laws; adhere to all HCAM and local safety plans, policies, practices and standards; be aware of and follow all safety rules of your work site; report any unsafe conditions or accidents to your supervisor; practice standard precautions (formerly universal precautions) at all times, and; participate in mandatory or available safety training.
PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk, hear and respond to customers and employees. The employee frequently is required to stand; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee is occasionally required to walk and sit. The employee must regularly lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
