Assistant Deputy Director OCHI/Health Products Complaints

Position Overview

The Department of Insurance is seeking to hire an Assistant Deputy Director of the Office of Consumer Health Insurance (OCHI) and Health Products Complaints to supervise technical and clerical staff engaged in providing health insurance information and assisting consumers who contact the Department via the Office of Consumer Health Insurance (OCHI) toll-free line, consumer toll-free line, in writing, via email, via fax or in person.  Actively monitors health-related information; provides updated information and training to analysts.  Interacts with upper-level management within the Department and with outside entities such as insurers, federal agencies, other state agencies, and legislators to remain current on insurance related issues and provide input and feedback from the Office of Consumer Health Insurance perspective.  Reviews advanced technical complaints and inquiries received against insurance companies.  Assists with drafting and reviewing of proposed legislation, proposed regulations, Consumer Fact Sheets and Company Bulletins.  Compiles weekly, monthly, and annual reports including the Annual OCHI Report.  Represents the Department on various counsels.  Serves as full line supervisor. We invite all qualified applicants to apply.

Essential Functions

• Under administrative direction, serves as full line supervisor directing technical and professional staff providing health insurance related to consumer services, including complaint investigations, inquiry response, facilitating independent external reviews.
• Oversees investigation and response to consumer inquiries and complaints to ensure compliance with established guidelines, statutes, administrative rules, and procedures.
• Monitors state and federal health coverage developments (National Association of Insurance Commissioners (NAIC) communications, laws, rules, press releases).
• Provides consumer‑focused input to inform policy and regulatory positions.
• Prepares and maintains weekly, monthly, and annual reports (including the Annual OCHI Report to the General Assembly) on inquiry/complaint trends.
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above.

Minimum Qualifications

• Requires knowledge, skill, and mental development equivalent to completion of four (4) years of college, preferably with courses in business administration and insurance.
• Requires prior experience equivalent to three (3) years of progressively responsible administrative experience in advanced health insurance concepts, principles, and issues.

Preferred Qualifications

• Prefers four (4) years of experience performing supervisory duties or equivalent leadership responsibilities, such as directing the work of others, providing training or mentorship, coordinating team activities, overseeing project workflows, or serving in a lead worker role.
• Prefers four (4) years of experience in the regulatory compliance of health insurance or managed care industry, or a related regulatory environment, involving complaint investigations, compliance and consumer protection oversight, policy analysis, identification of trends, preparation of regulatory findings or referrals, and proficient use of complaint tracking systems, including NAIC data.
• Prefers four (4) years of experience interpreting and applying the Illinois Insurance Code, Illinois Administrative Code, and relevant federal laws such as Affordable Care Act (ACA), Mental Health Parity and Addiction Equity Act (MHPAEA), Health Insurance Portability and Accountability Act (HIPAA), and Employee Retirement Income Security Act of 1974 (ERISA) to health insurance consumer complaints and external reviews.
• Prefers four (4) years of experience analyzing and reviewing health insurance policy provisions for compliance with state and federal requirements, to develop clear, defensible objections and recommendations.
• Prefers three years (3) of experience with Salesforce Illinois Department of Insurance (IDOI) Help Center or a comparable Customer Relationship Management platform, including troubleshooting system issues, exporting data, and creating Excel based reports.
• Prefers advanced data analysis and reporting abilities, including identifying trends, detecting adverse patterns, and translating large datasets into actionable insights for leadership and the General Assembly and other external stakeholders.
• Prefers proficiency using complaint‑tracking systems and National Association of Insurance Commissioners (NAIC) consumer complaint data, including configuring views, troubleshooting issues, extracting datasets, and creating Excel trend reports.

Conditions of Employment

• Requires the ability to pass a background check.
• The conditions of employment listed here are incorporated and related to any of the job duties as listed in the job description.

About the Agency

The Department of Insurance (DOI) regulates the insurance market in the State of Illinois including, but not limited to, licensing and educating insurance agents, investigating Workers Compensation fraud, and examining the operations and finances of insurance companies domiciled in the state. We are committed to protecting consumers and regulating the insurance industry with innovation and efficiency. DOI has approximately 220 employees who are split between our Chicago and Springfield offices.

State of Illinois employees enjoy a robust benefit package, including:

• Health, Life, Vision, and Dental Insurance
• 13 Paid Holidays annually, 14 on even numbered years
• 10-25 days of Paid Vacation time annually - (10 days in year one of employment)
• 12 Paid Sick Days annually (sick days carry over from year to year)
• 12 Weeks Paid Maternity/Paternity Leave
• 3 Paid Personal Days annually
• Pension Plan
• Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
• Flexible work schedules may be available, dependent upon position
• Tuition Reimbursement Program and Federal Public Service Loan Forgiveness Program eligibility

Visit https://www2.illinois.gov/cms/benefits/Pages/default.aspx for more information about our benefits.