Member Services Manager (Advanced Practice Provider licensed in MI, MD, NY, or IL)

Mae Health, Inc

14d•$120,000 - $130,000•Remote

About The Position

Mae is looking for a Member Services Manager with an active, unrestricted Advanced Practice Provider (APP) license in Michigan, Maryland, New York, or Illinois (Nurse Practitioner or Physicians Assistant) who is passionate about maternal health equity. The Member Services Manager is a management role responsible for the quality and performance of all member services at Mae. This role will play a critical role in driving member enrollment, member utilization of platform and doula services and achievement of value-based services (VBS) targets. This ensures we deliver on our contractual obligations to our health plan partners and achieve Mae’s clinical and performance targets. The Member Services Manager will report directly to the Head of Operations and directly manage three small teams: Member Enrollment, Care Coordination, and Member Engagement.

Requirements

Valid unrestricted APP (Nurse Practitioner or Physician Assistant) license in Michigan, Maryland, New York, or Illinois (required), with a willingness to pursue multi-state licensure where feasible
5+ years of relevant experience
People management experience
A working understanding and support of a managed care, value-based care model preferred
Exceptionally organized and process oriented
Thoughtful, strategic, and efficient
Strong, proactive, and responsive verbal and written communicator

Nice To Haves

Multi-state licensure in one or more priority states (MI, MD, IL, NY) or a willingness to pursue to pursue multi-state licensure in states from this list where you are not currently licensed
Experience working in fast-paced or start-up environments

Responsibilities

Team Management: Manage three small teams of:
Outreach Specialists responsible for outbound outreach to health plan members to provide education on Mae and achieving monthly enrollment targets.
Care Coordinators responsible for coordinating more complex member needs, providing pregnancy education, and conducting health assessments.
Member Engagement Specialists responsible for managing routine member engagement communications (phone, e-mail, text) to encourage doula and platform engagement, or facilitating benefits requests.
Ensuring Process Oversight, Target Achievement, and Performance of managed teams
Ensuring that each team member understands their role and responsibilities while providing them with the tools (e.g., data, dashboards, processes) and support needed to excel
Ensuring procedures for core responsibilities are documented (and documentation is maintained) and team members operate consistently
Identify and implement opportunities to streamline processes, reduce friction, and improve clarity in cross-functional interactions
Maximize individual contributions by harnessing each team member’s unique strengths and addressing their key areas for growth
Monitor team-level engagement and performance metrics and progress to defined monthly health plan targets
Value Based Services (VBS) Oversight and Management
Developing and maintaining clinically robust reference materials that can be used by non-clinical Care Coordinators during VBS member communications to address needs and questions as well as drive member compliance with VBS measures
Developing priority lists for VBS achievements aligned with monthly revenue targets
Monitoring progress to target achievement over time, encouraging and motivating teams as needed to stay aligned and achieve prioritized targets
Strategic leadership on outreach methods and optimizations to achieve VBS targets
Care Management services including nurse triage, transitions of care, supporting care coordination, and member education
Provide direct services and oversight over all fee-for-service eligible services to Mae members