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.
Computer World Services
Computer World Services (CWS) is pursuing the CMS Marketplace Service Desk (MSD) opportunity. They are committed to the full inclusion of all qualified individuals and provide reasonable accommodations to individuals with disabilities.