Member Services Specialist - Commack

Stony Brook University•Commack, NY

3d•Onsite

About The Position

The Member Services Specialist reports to the Supervisor for Member Services and works as part of a team that is centered upon assisting those that are certified to be part of the World Trade Center Health Program at Stony Brook. This role entails a combination of customer service work on the telephone, mainly scheduling, and discharging and intaking patients in our clinic. Other tasks could be assigned as needed by the supervisor to assist patients with their needs. The successful incumbent must possess excellent communication and organizational skills. Experience working with data and excellent attention to detail. Ability to work independently to accomplish assignments and work well with others as part of a team. Additional experience in motivational techniques to increase program participation or in patient/client retention. Experience with retention strategy. Training in customer service, specifically skilled at effectively dealing with the irate customer.

Requirements

Associate’s degree (foreign equivalent or higher).
In lieu of degree, two (2) years of full-time experience in healthcare, research, or member services may be considered.
Four (4) years of full-time, direct patient experience working in healthcare, research, or member services.

Nice To Haves

Bachelor’s degree (foreign equivalent or higher).
Familiarity with research protocols and informed consent.
Familiarity with HIPAA.
Experience with electronic scheduling, EMR, or other patient-based databases.
Familiarity with the World Trade Center Health Program and its benefits.
Proficiency with Microsoft Word and Excel.

Responsibilities

Provide high quality customer service and connect members to Program services.
Welcome new patients to our clinic and encourage members to schedule their annual monitoring visit, with a focus on hard-to-motivate and hard-to-reach members.
Implement a variety of retention strategies to improve retention rates.
Educate members on WTC Health Program benefits, changes in the Program, local events, activities and research opportunities.
Assist members by answering questions, helping to resolve issues and helping members navigate the Program.
Use motivational interviewing techniques to identify barriers to participation and work with members to overcome barriers and achieve goals.
Manage intake and discharge in the clinics (this is part of the member services model, with MSS staff rotating from call center, intake and discharge).
Connect members to care coordinators, case managers, social workers, pharmacy and others to assist in resolving patient needs.
As a point person for the member, follow-up and ensure all needs were taken care of.
Locate lost members by utilizing online search services, follow-up and track down most current contact data.
Record data based on findings.
Send targeted retention letters to various subgroups in the member cohort as directed.
Manage cohort demographic data, manage transfers between clinics.
Log all interactions with members into a contact log, which requires pulling customer complaints and entering them into a separate log.
Other duties as assigned.