Member Services Coordinator

Required Qualifications (as evidenced by an attached resume):
Bachelors degree (foreign equivalent or higher). In lieu of a Bachelors degree a combination of education and/or years of fulltime administrative experience in a healthcare setting with direct patient/client interaction reaching four 4 years may be 2 years of fulltime experience in a healthcare setting with direct patient/client interaction. Experience working with medical terminology. Experience working with HIPAA rules and regulations. Experience working with Microsoft Office.

Preferred Qualifications:
Four 4 years of fulltime experience working in a healthcare setting with direct patient/client interaction. Supervisory experience. Familiarity with the WTCHP and its mission. Experience coordinating patient scheduling program software and running reports for system information associated with appointments.

Brief Description of Duties:
Our mission is to provide comprehensive integrative healthcare of 9/11related illnesses for our first responder population. Member Services is responsible for ensuring good relationships with our cohort members outreaching to members who are not engaged and providing them with Program education specific to their needs. The main goal for Member Services is to develop relationships with our membership to ensure their active participation in the WTC Program Services especially their annual medical monitoring exam case management and special programs. The Member Services department manages a call center; however most of the work is accomplished through phone outreach and marketing to the position requires the ability to work independently with strict timelines and parameters.

The incumbent must have excellent communication organizational and interpersonal skills. Successful member service staff are skilled in the art of motivation and sales techniques. The Coordinators main focus will be to assist in supervising a team of up to 5 staff members. However the Coordinator will mainly be responsible for tracking and keeping tabs on the bookings to ensure that the team is performing at a high level and business objectives are being met. The Coordinator is the eyes on the schedule at all times as it changes and fluctuates throughout the candidate must be able to make quick sensible decisions assign tasks to staff and see goals are met each day. As a Coordinator in Member Services the incumbent will be primarily responsible for second level member complaints dealing with the complaint and using the reporting tools to properly report escalating to the manager when required.

The Coordinator will provide the Supervisor and the Directors with regular status reports and bring forward any issues that may prevent the goals from being achieved. The Coordinator may be responsible for administrative tasks such as timesheets and managing PTO ideal candidate will have strong communication and writing skills.

Duties:

• Ensure Case Management Clinic schedule meets criteria to satisfy Program requirements and metrics.
• Organize schedules coordinate with PTO review KPIs on performance reports identify issues and resolve issues.
• Work closely with the deputy director to make sure that the performance targets are meet on a weekly basis.
• Provide coverage and assistance the Member Services Supervisor on a variety of Member Services tasks. Including daytoday management of the Member Services team 15 staff) and their daily tasks.
• Supervise small team and provide leadership to the CM team regarding communicating expectations through daily interactions.
• Establish procedures and workflows for meeting team goals.
• Participate in leadership meetings (within the WTC CCE and with the Program i.e. Case Management forum).
• Provide regular reports to the Directors on the teams performance.
• Provide support for the CM team in dealing with patient complaints that cannot be resolved by the staff member.
• Answer calls from the escalation line and ensure proper documentation and followup.
• Provide staff guidance in managing difficult patients.
• Record complaints in log and escalate and discuss with Directors for risk management purposes as needed.
• Work with federal program when needed to resolve complaints.
• Complete risk management incident reports when required.
• Other duties as assigned.

Special Notes:
The Research Foundation of SUNY is a private educational corporation. Employment is subject to the Research Foundation policies and procedures sponsor guidelines and the availability of funding. FLSA Exempt position not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.

**The incumbent must be willing to work and travel between the Westbury and Commack clinic locations. Occasional Evenings and Saturdays will be required.

For this position we are unable to sponsor candidates for work visas.

Resume/CV and cover letter should be included with the online application.

Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning and working environment. All qualified applicants will receive consideration for employment without regard to race color national origin religion sex pregnancy familial status sexual orientation gender identity or expression age disability genetic information veteran status and all other protected classes under federal or state laws.

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The starting salary range (or hiring range) to be offered for this position is noted below it represents SBUs good faith and reasonable estimate of the range of possible compensation at the time of posting.