Member Relations Coordinator, Temporary

Position Summary:

This position will serve as a first point of contact for newly enrolled members.  The individual will conduct outbound telephone calls to welcome new members, review Welcome Packet materials, and ensure knowledge of benefits and services available through our IPA/Medical Group.  The individual will be responsible for assisting members with establishing a physician-patient relationship by coordinating their initial doctor appointment which may include transportation and interpreter services.  The individual will ensure members continuity of care is transitioned by taking initiative to coordinate with provider offices and/or Utilization Management as needed.  The individual will ensure all member service issues and complaints are handled and resolved to achieve member satisfaction and retention.  

Essential Duties and Responsibilities include the following:

• Serve as the first point of contact for newly enrolled members.
• Conducts set number of inbound and outbound calls per day based on team set goals.
• Conducts outbound calls confirming RSVPs to our Member Orientation events and meets attendance goals for each event.
• Effectively communicate benefits and services available to members.
• Coordinate appointments, transportation, and interpreter services.
• Liaise with external business partners and internal departments.
• Coordinate and collaborate on assignments and projects.
• Successfully manage multiple assignments and projects within specified timelines.
• Report assignment and project statuses and results to management.
• Accurately document call results in Microsoft Excel.
• Serve as a resource for members who require assistance.
• Verify and update member demographic information.
• Own overall satisfaction, retention, and success for newly enrolled members.
• Duties and responsibilities will increase with experience.
• Other duties assigned by management.

Organizational Responsibilities:

• Proactively support and practice company mission, vision and values.
• Follow Employee Handbook guidelines and company policies and procedures.
• Follow established departmental dress code.
• Appropriately and accurately maintain time keeping records.
• Adhere to attendance policy and time off requests.
• Follow safety policies and procedures.
• Be flexible and adaptable and courteous and promote professionalism.
• Communicate verbally and in writing through appropriate channels.
• Maintain confidentiality at all times in compliance with company policy and HIPAA requirements.
• Employee has completed all required annual compliance training and signed attestation form is attached for each module.

The pay range for this position at commencement of employment is expected to be between  $21 - $23 per hour; however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, licensure, skills, and experience.

Education and/or Experience:

• High School Diploma or equivalent required. College Degree preferred.  
• Bilingual preferred.
• Minimum of 2 years of experience at a Health Plan or IPA/Medical Group required.
• Minimum of 2 years experience in a fast-paced call center environment required.
• Prior experience in customer service or member services preferred.
• Strong customer service skills.
• Must have excellent telephone etiquette and effective oral communication skills.
• Excellent interpersonal skills.
• Proficient in Microsoft Office. Must know how to navigate and document in Microsoft Excel.
• Analytical and attention to detail skills.
• Strong time management, organizational, and prioritization skills.
• Ability to manage multiple assignments and projects meeting deadlines.
• Ability to type 45 WPM accurately.
• Ability to work independently with minimal supervision.