Member Experience Specialist
Member Experience Specialist
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Job Description
Overview
The Member Experience Specialist directly supports members and advocates served by Care Design NY who require assistance with a member services issue. This includes logging and monitoring complaints and grievances made by or on behalf of the member providing direct contact as needed working with the appropriate teams or departments to address any issues identifying areas of improvement for the organization and generally working to ensure a more engaged end-to-end membership.
At Care Design NY (CDNY) we share in a unified organizational culture and the work we do is in furtherance of our collective ability to achieve our shared organizational purpose vision mission and values as stated below:
Purpose - Connecting people to their chosen supports to live a healthy and meaningful life.
Vision We see a world that is accepting inclusive and promotes positive health for all individuals with intellectual and /or developmental Disabilities (I/DD).
Mission Our mission is twofold: to provide compassionate skilled person-centered care planning that includes a holistic approach to health and wellness and to advocate for a disability inclusive world.
Values -
- Committed - We are committed to developing successful employees across the organization so members and families can receive high-quality supports.
- Compassionate - We are compassionate about creating open honest relationships through collaboration active listening and showing empathy for others.
- Connected - We are connected to each other through a sense of belonging that enriches the work environment and shapes a positive experience for members and families.
All full-time positions come with generous benefits including $3000 tuition reimbursement per calendar year and up to $250 of professional development courses! Click here to view the current benefits summary.
Responsibilities
Field log monitor and resolve incoming complaints made by or on behalf of current or prospective members.
Participate in quality-focused initiatives in coordination with Care Management leadership to support efforts for continuous improvement.
Monitor and maintain the department email group inbox to ensure issues are being addressed on time.
Identify support and facilitate opportunities to be proactive in preventing disenrollment in situations where a dissatisfied member or prospective member has an issue that may lead to potential disenrollment.
Attend meetings with other departments and/or leadership as appropriate specifically related to satisfaction issues resolutions needed corrective actions member retention disenrollment deep-dives etc.
Responsible for monitoring the aging report of open cases and assisting with identifying steps and corrective actions needed to close individual cases or rectify more systemic deficiencies.
Meet all training requirements on time.
All other duties as assigned.
This description of duties and responsibilities outlines the essential tasks of the position. It does not limit or exclude other responsibilities that may not be mentioned here but are necessary for fulfilling the job.
Qualifications
Minimum of an associates degree; bachelors degree preferred
At least 2 years of experience in Intellectual and Developmental Disabilities (IDD) and/or working directly with members of other vulnerable populations or expertise within another Human Services field required.
Work experience in a patient or member advocate role is strongly preferred. Customer service experience is considered.
Bilingual (Spanish) required
Care Design NY and Partnership Solutions provide equal employment opportunities to all. We celebrate the qualities that make each of us unique and greatly value how they enrich the work we do. As such we welcome candidates of color candidates who identify as gender diverse neurodiverse candidates and candidates of all ages with diverse lived experiences and perspectives to apply.
Salary starting at
Salary up to
Required Experience:
Unclear Seniority
Employment Type
Full-Time
