Analyst, Member Care Engagement

Ametros•Wilmington, MA

9d•$75,000 - $77,000•Remote

About The Position

Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone. At Ametros, we are on a mission to relentlessly improve the member experience, we are looking for a dedicated individual to play a critical role in this journey. We are seeking a case manager who is responsible for helping those with chronic illness or life altering conditions to gain access to treatment and services. Their duties include outreach with members and their families, connecting members with professional services and maintaining consistent communication with members to assess their wellbeing and make changes to their treatment plan as needed. This role is pivotal in optimizing our member care landscape and is a unique opportunity for an experienced case manager to make a significant impact on a core function of our business. Managing the Member Journey, you will directly influence member satisfaction, operational efficiency and the overall success of the CareGuard product. The Member Engagement Team is tasked with providing a delightful member experience while ensuring members achieve their desired results, ultimately maximizing retention and growth. This position will focus on the strategic organization of the member care journey, maximizing their utilization of our products and services, identifying key pain points and opportunities, and advancing data driven insights that will shape the future of our member care experience. You will collaborate with stakeholders across the organization to recommend and implement long-lasting improvements. This includes identifying inefficiencies, bottlenecks, and areas for improvement in the member journey.

Requirements

Excellent communication, presentation, and interpersonal skills, with the ability to influence and collaborate effectively with members, family members and professionals the care plan while maintaining good account records.
Demonstrated ability to work independently, manage multiple priorities, and thrive in a fast-paced, dynamic environment.
Compassionate and able to relate to different members with various needs.
Motivational to encourage members to follow their care plans.
Critical thinking and problem solving to determine the best care plan for each member after assessing member needs and analyzing settlement documents.
Organization to manage several different cases at once.
Computer literacy to maintain and manage account records.
3-4 years experience working in a care manager or analytical role, with a strong focus on customer experience and support operations required

Responsibilities

Act as a trusted advisor, providing guidance on best practices and strategic use of CareGuard solutions.
Build trust with members through active listening, empathy, and tailored communication as the member’s treatment plan develops.
Assessing member’s physical and mental wellness, needs, preferences and abilities and using these to develop tailored treatment plans.
Working with members, family, support networks and health care professionals to put treatment plans in place.
Listening to member’s concerns and providing support or intervention as required.
Evaluating member progress periodically and making adjustments as needed to improve outcomes.
Leverage a variety of data sources (e.g., customer feedback, service metrics, operational data) to identify trends, root cause of issues, and opportunities to enhance the member care experience.
Consistently achieve engagement targets by educating members, addressing their concerns, and demonstrating the value of program participation.
Monitor client engagement and performance metrics to ensure they are achieving desired program outcomes and meeting client expectations.
Conduct regular check-ins and business reviews to evaluate progress and address any challenges.
Provide strategic analysis of member engagement performance and program metrics, and outcomes, partnering with key internal teams to formulate insights and recommendations.
Champion the voice of the member throughout the organization, ensuring that member needs and feedback are at the forefront of strategic decisions.