Case Manager, Consumer Protection Division - Health Education and Advocacy Unit

DESCRIPTION:  The Attorney General is the chief legal officer of the State of Maryland. The Office of the Attorney General (OAG) has the general charge, supervision, and direction of the State’s legal business, acting as legal advisors and representatives of the major agencies, various boards, commissions, officials, and institutions of State Government. The OAG also protects the public by civil enforcement of antitrust, civil rights, consumer protection, and securities laws and regulations and by the prosecution of organized crime, Medicaid fraud, environmental crimes, insurance fraud, state tax evasion, and other statutorily assigned matters. As Maryland’s 47th Attorney General, Anthony G. Brown leads the Office with a critical focus on equity, justice, and fairness. 

The Health Education and Advocacy Unit (HEAU) is seeking a dedicated and compassionate individual to join our team as a Case Manager.  The Consumer Protection Division, HEAU plays a vital role in protecting and empowering Maryland consumers by: 

• Assisting individuals in resolving billing disputes with health care providers and insurers. 

• Helping consumers navigate health insurance coverage denials and appeals. 

• Educating the public about their healthcare rights and responsibilities. 

• Advocating fair and equitable access to healthcare services. 

The Unit handles about 2,000 consumer complaints, 4,500 hotline calls, and 6,000 emails annually, highlighting the importance of our work. Our team includes two attorneys, a case manager, an administrative assistant, and seven ombudsmen, along with volunteers, interns, and law clerks who support us year-round.  

Join our team if you are passionate about assisting individuals in navigating complex healthcare systems and wish to be part of a mission-driven group that advocates for consumers and promotes health equity. 

The Case Manager is essential to HEAU’s mission of advocating for and assisting Maryland healthcare consumers by performing these key responsibilities:   

• Receive, and process consumer complaints submitted via mail, email, fax, and online. 

• Input complaint data into the HEAU database, maintain accurate records. 

• Generate reports from databases. 

• Draft and send referral or acknowledgment letters and other correspondence. 

• Monitor and respond to emails in the HEAU inbox within established timeframes. 

• Communicate with consumers, healthcare providers, insurers, and other stakeholders via phone, email, and written correspondence. 

• Close case files. 

• Assist in preparing data for reports and perform database maintenance. 

• Provide administrative support including document preparation, file management, and meeting preparation. 

• Assist with the general administration. 

Candidates should possess excellent written and verbal communication abilities, strong organizational skills, and attention to detail. They must be capable of working both independently and collaboratively with colleagues. 

EXPERIENCE:  

Education: Graduation from an accredited high school or possession of a high school equivalency certificate. 

Experience: One year of administrative or professional work. 

PREFERRED QUALIFICATIONS:  

• A bachelor's degree from an accredited four-year college or university.  

• One year of case management or healthcare related customer service experience. 

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, Teams). 

• Knowledge of, or experience with, health insurance or medical billing.  

• Experience with database systems (e.g., SQL, MS Access, Salesforce, etc.) or electronic health record systems.  

Notes: 

1. Candidates may substitute 30 college credit hours from an accredited college or university for the required experience. 

2. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work that included regular use of independent judgment and analysis in applying and interpreting complex administrative plans, policies, rules or regulations, or analysis of operational programs or procedures with recommendations for improvement on a year-for-year basis for the required experience. 

SUBMISSION:  Interested applicants need to submit an on-line application, resume, and supplemental questionnaire through the Online Employment Center by December 9, 2025.  If you receive an interview invitation, you will be asked to provide a writing sample. 

EMPLOYMENT BENEFITS: The successful candidate will be eligible for subsidized health benefits (medical, prescription, dental and vision coverage) and life insurance; leave, including annual (vacation), personal, sick, and paid parental leave; and will be eligible for participation in a contributory defined benefit pension plan in which they are vested after ten years. State employees are eligible to participate in two supplemental retirement plans: the 457 Deferred Compensation Plan and the 401(k) Savings and Investment Plan. The State also offers a free mass transit benefit for local bus and express bus services.  

EQUAL OPPORTUNITY EMPLOYER: The OAG is an equal opportunity employer that encourages all interested persons to apply regardless of race, color, religion or belief, ancestry, national origin, age, marital status, sexual orientation, gender identity and/or expression, disability, pregnancy, family or parental status, veteran status, genetic information, or any protected category prohibited by local, state or federal laws.   

COMMITMENT TO DIVERSITY, EQUITY, INCLUSION, AND BELONGING: The Office of the Attorney General views equity, diversity, inclusion, and belonging as the pathway to achieving professional excellence and fostering and maintaining a culture where every employee can thrive. We strive to create a community that draws upon the best pool of talent to unify excellence and diversity while fully embracing individuals from varied backgrounds, cultures, races, identities, life experiences, perspectives, beliefs, and values. We honor, respect, and celebrate all differences, both visible and invisible, and are committed to recruiting, retaining, and promoting individuals who have historically been underrepresented in the practice of law and professional careers. 

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