Stakeholder Relations Specialist, Self-Directed Services en Fello

Description

At Fello, we champion the rights of people with disabilities and invest in what matters most: real opportunities, strong relationships, and inclusive, equitable communities. We partner with people with disabilities to provide support services, develop inclusive housing, and create spaces where people feel genuinely connected—not just accommodated. 

This role is within Fello’s Self-Directed Services department where we contract with the Maryland Developmental Disabilities Administration (DDA) as a Financial Management and Counseling Services (FMCS) provider. In this Medicaid program, participants are the Employer of Record and hire their own workers and choose their services, while Fello handles all administrative tasks including payroll and bill payment. 

The Stakeholder Relations Specialist provides administrative and customer service support, process/technical guidance, and facilitates organizational and general workflow for participants and their team in Self-Directed Services. The primary role of the Stakeholder Relations Specialist is to facilitate resolution of customer service and technology-related calls, emails, and tickets requiring an agency response. The Stakeholder Relations Specialist is the initial point of contact for stakeholder calls, emails, and tickets received daily. The Specialist will collaborate across the team to promote the most efficient and effective resolution strategies across all Self-Directed Services processes. 

Qualifications

The ideal candidate will have a strong background in customer service and administrative support, with experience managing multiple priorities efficiently. They should be proficient in MS Word, Excel, Outlook, and database systems, and able to learn new technology quickly. Excellent written and verbal communication, interpersonal skills, and problem-solving abilities are critical. The ideal candidate demonstrates attention to detail, integrity, and technical excellence while fostering positive relationships and effectively supporting stakeholders under tight deadlines in a dynamic work environment. 

This position requires a High School Diploma or GED (BS in a related field preferred) and a minimum of 1 year of experience interacting with customers in a service-focused and informational environment. The candidate must be able to work independently, prioritize tasks, and respond promptly to stakeholders while meeting contract, reporting, and processing deadlines. 

This position includes an award-winning total rewards (benefits) package and paid professional development opportunities. 

Fello is an equal opportunity employer which means we provides equal opportunity to all qualified candidates without regard to race, color, religion, ancestry, sex, gender, gender expression, national origin, age, marital status, military/veteran status, sexual orientation, gender identity, pregnancy, genetic information, disability, or any other characteristic protected by applicable law. To provide equal employment and advancement opportunities to all candidates, employment decisions at Fello will be based on merit, qualifications, and skills. Fello highly encourages all employees to become fully vaccinated against COVID-19 and other communicable diseases.