Member Engagement Coordinator: Description

Distinguishing characteristics of work

UniVida Medical Centers is seeking a Member Engagement Coordinator, the role of the Call Center personnel is to build trusted relationships with members across UniVida Medical Centers health care life cycle. This is done by assisting members with their customer service needs, educating members about management of their health and well-being, and owning customer service inquiries through to resolution to ensure membership retention.

Example of Duties

Customer Service

• Directly responsible for producing a monthly Univida Medical Centers calendar of events
• Collaborates with the community outreach supervisor and coordinators to plan, implement, and evaluate community activities and events.
• MUST be expert at UniVida Medical Centers services and identify any prospects/member’s needs.
• Works closely with other team members and management to develop/maintain/deepen relationships with key business leaders, community-based organizations, and providers, ensuring all efforts are directed towards building Medicare and the Marketplace membership.
• Effectively moves relationships through the “enrollment” pipeline.
• Performs Insurance Verification of benefit coverage on all of patient’s insurance plans for each service being provided.
• Collaborates and maintains a healthy relationship with Health plans Agents and Brokers.
• Responsible for achieving, monthly, quarterly, and annual enrollment goals and growth targets, as established by management.
• Schedule, coordinates & participates in enrollment events, encourages key partners to participate, and assists were feasible.
• Delivers presentations, attends meetings, and distributes educational materials to both members and potential members.
• Assists with all incoming calls and assist perspective members or members with health access related questions.
• Identify partnerships with key sponsorship opportunities and provide justification to determine UniVida Medical Centers participation.
• Responsible for managing their own daily schedule in alignment with department Goals and Initiatives as assigned by regions.

Retention

• Primary focus is to retain active members and reinstate inactive members, while providing a positive member experience.
• Responds and resolves members inquiries and resolve service complaints fairly and effectively in a timely manner, according to processes and procedures and collects related data.
• Conducts member satisfaction calls and acts as member advocate to resolve questions or concerns.
• Establishes effective working rapport with medical centers personnel (providers and administrative staff).
• Works extensively with Advanced MD (EMR) system to further investigate member services, documents, member surveys.
• Coordinate and follow up as needed any member situation for disenrollment with the Enrollment Department, Customer Service and Marketing staff. Responsible to follow up with disenrolled members and document all communication via a phone survey for reasons that caused the member to withdraw the membership with UniVida Medical Centers.

Overall

• Manage inbound and outbound calls in a professional manner and according to productivity and quality standards.
• Demonstrates adherence to all company, state, and federal policies, laws, and regulations including HIPAA.
• Conducts telephone conversations in a polite manner and ensures accurate information is exchanged and member is satisfied.
• Follow policies and procedures to ensure meeting and/or exceeding overall performance standards in all internal platforms (OPA, AOS, Advanced MD (EMR). Meet departmental standards for production and quality:
  • % of outbound and inbound calls answered
  • Rollover calls%, Abandoned Rate, missed calls and handled missed calls
  • Total talk time, Average time per call and Average time to answer
• Ability to adapt and work on new projects as assigned, reporting activities and results in a timely manner. Identify new methodologies for efficiency in inventory management and department workflows. Must be organized and be able to work multiple campaigns at the same time and pull the correct campaign script based on the connected call.
• Follow chain of command as appropriate when reporting issues or concerns.
• Promote a positive attitude and a cooperative work environment.
• Perform ADHOC duties and responsibilities as required, assigned, or requested.
• Adherence to all organizational and departmental compliance and regulatory policies, procedures, and workflows (i.e., timely submission of time sheets and expense reports). Follow all policies and procedures.
• Escalate issues to Team Leads when appropriate.
• Meet departmental standards for schedule adherence.
• Participate in training and self-development opportunities when appropriate.
• Mentor new hires and existing staff in the efficient use of call handling best practices designed to ensure accurate and consistent call responses.
• This position is full-time (40 hours/week) Monday-Friday to start. As UniVida Medical Centers expands their network employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of (Monday-Friday, 9:00am-5:00pm). It may be necessary, given the business need, to work occasional overtime.
• You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
• Perform other responsibilities as assigned by Manager.

Minimum training and experience

• High School Diploma/GED.
• 1+ years of customer service experience.
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
• Ability to multitask with multiple applications and monitors.
• You will be asked to perform this role in an office setting or other company location.
• 6+ months of experience working with confidential and sensitive information.
• 6+ months of experience with clerical and administrative functions.
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications. Experience with Microsoft Excel (saving, reading, and editing spreadsheets).

Telecommute (Remote) Requirements (If needed)

• Live in the EST time zones.
• Required to have a dedicated work area established that is separated from other living areas and provides information privacy.
• Ability to keep all company sensitive documents secure (if applicable).
• Must live in a location that can receive a UniVida Medical Centers approved high-speed internet connection or leverage an existing high-speed internet service.

To apply for the Member Engagement Coordinator  position, please fill out the following form: