Marketplace Domain Subject Matter Expert (SME)

Marketplace Domain Expertise and Advisory:

• Serve as the MSD team's primary subject matter authority on ACA/Patient Protection and ACA (PPACA) policy, regulation, and CCIIO program operations.
• Monitor and interpret annual Notice of Benefit and Payment Parameters (NBPP), plan year guidance, and CCIIO policy updates; brief operations staff on changes affecting MSD scope.
• Provide expert guidance on QHP certification cycle requirements, issuer obligations, and CMS-issuer relationship management.

Knowledge Management:

• Lead development and maintenance of the MSD knowledge base, ensuring accuracy and currency of articles and related materials.
• Author and review Tier 1–3 resolution guides, Standard Operating Procedures (SOP), and escalation playbooks for Marketplace-specific issue categories.
• Ensure knowledge base content reflects current plan year policies, system changes, and issuer/agent-broker guidance.

Training and Staff Development:

• Design and deliver Marketplace domain training and mentorship for MSD Customer Service Representatives and Senior Analysts onboarding and annually for plan year refreshers and surge-readiness training materials.

Stakeholder and Account Management Support:

• Support Account Manager in issuer communications, onboarding, and annual QHP certification cycle outreach.
• Contribute domain expertise to CMS-facing deliverables including monthly reports, escalation summaries, and continuous improvement recommendations.
• Assist in preparing CMS briefings on Marketplace issue trends, emerging policy questions, and stakeholder feedback patterns.