Member Services and Care Coordination Manager

Stony Brook University • Stony Brook, NY

7d

About The Position

The WTC Health Program at Stony Brook is a comprehensive health monitoring and treatment program providing services to nearly 10,000 9/11 responders on Long Island. The Member Services Manager will work closely with the Program Directors to oversee multiple projects aimed at furthering the Program’s mission within our organization, within our network of WTC HP contractors, with our provider network, and the broader community. In addition, the incumbent will provide daily support to the Program Directors. The incumbent will assist the Directors in the development of internal and external communication materials. The candidate will be responsible for planning and executing special events and programs and developing correspondence and a variety of communications under the direction of the Directors. They will also prepare presentation materials, set-up meetings/appointments and outreach to stakeholders on behalf of the Directors. The candidate will be required to attend meetings off-campus and provide reports to the Directors. The incumbent will be required to attend community events and prepare and make presentations. The candidate will manage member services and care coordination staff. The Member Services Manager will be accountable for ensuring a high level of member satisfaction and engagement with Program benefits and services and ensuring excellent communications targeting both members and staff. The incumbent will be responsible for establishing customer service standards and ensuring member services staff are trained and providing excellent customer service to our members. Excellent verbal and written communication, organization skills, self-management skills and a high-level of professionalism is essential for this position. The ideal candidate will have the knowledge of clinical operations and the ability to communicate and collaborate with medical professionals, administrators, staff and patients. The ideal applicant will also have expertise in health-based community communications, patient engagement, retention and outreach strategies.

Requirements

• Bachelor's degree (foreign equivalent or higher). In lieu of bachelor’s degree, four (4) years of full-time, progressively responsible administrative experience in a healthcare setting as a patient services representative may be considered.
• Three (3) years of full-time, progressively responsible administrative experience in a healthcare setting as a patient services representative.
• Two (2) or more years of full-time supervisory/leadership experience in a healthcare setting with progressive management responsibilities.
• Experience working with EMR and patient scheduling processes.
• Experience writing outreach communications.
• Working knowledge of MS Office Suite, including Publisher and PowerPoint.

Nice To Haves

• Master’s degree (foreign equivalent or higher).
• Three (3) or more years of full-time experience working in a supervisor/leadership role in a healthcare setting with progressive management responsibilities.
• Experience with reporting and quality metrics.
• Knowledge of the WTC Health Care Program and its operational processes.

Responsibilities

• Manage and oversee multiple projects aimed at furthering the Program’s mission in our network and the broader community, including organizing special events; developing a variety of communications and presentations to a variety of audiences; assessing communications strategies, including effectiveness and reach of the communications; managing outreach effort to members to ensure high participation in monitoring and treatment.
• Oversee member services and care coordination to meet program goals. Design and implement patient schedules, assess efficiency and make improvements. Ensure call center meets standards to provide excellent customer service to the members. Oversee transfers to and from the program, to ensure continuity of care. Oversee program navigation and care coordination programs to ensure special needs are met. Ensure Program retention goals and member needs are met, monthly volume goals are attained and provide data reports to the Director.
• Ensure quality assurance of member services by measuring and assessing performance in: communication with members, program benefit education to members and staff providing this education service, member engagement in care and services, member retention for annual follow-ups, member satisfaction and member complaints.
• Management of Member Services and Care Coordination team (25+ employees). Evaluate staff performance, develop protocols and workflows, report on productivity for department.
• Play key role in leading the member services and care coordination activities, participating in Admin meeting and participating in the Quality Assurance Committee by leading the Member Services Workgroup. Address systemic issues and develop solutions by establishing new programs, protocols and procedures. Prepare and draft presentations, reports, and correspondence for the Directors. Represent the Long Island Clinical Center of Excellence at WTC Health Program meetings that pertain to retention and outreach efforts. Manage budget and supply inventory for member services area.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level