Member Services and Care Coordination Supervisor

Stony Brook University • Stony Brook, NY

2d • Onsite

About The Position

The WTC Health Program at Stony Brook is a comprehensive health monitoring and treatment program providing services to over 12,000 9/11 responders on Long Island. This leadership position is integral to the team and the ideal candidate will be a hands-on supervisor, contributing to the overall goals of the Member Services and Care Coordination team, including telephone outreach to members, educating members and dealing with requests and issues via phone and face-to-face. This Manager will work collaboratively with the Clinic and Case Management leadership to create a seamless Member Services and Care Coordination Department. The position will be accountable for ensuring a high level of member satisfaction and engagement with Program benefits and services and ensuring excellent communications targeting members and the broader 9/11 community. They will be responsible for establishing customer service standards and ensuring care coordinators are trained and providing excellent customer service to our members. The Member Services and Care Coordination Supervisor is charged with assisting the Member Services and Care Coordination Manager ensuring a high level of member participation in the annual monitoring visit, care management program, nutrition consults and other specialty care. They are responsible for managing the staff who receive calls through a call center and ensuring that the staff successfully educate the patients and assist them in navigating their care through the WTC Health Program. This work includes prior authorizations, referrals, managing DME orders and linking them to network providers. They will directly supervise a team of 10-15 care coordinators and assist the Member Services Manager when needed in supervising the member services specialists. Additionally, they will work on multiple projects aimed at furthering the Program’s mission within our organization, such as the communications committee, the Program’s retention workgroup, and annual picnic committee. Excellent leadership, people management, verbal and written communication, organization skills, self-management skills and a high-level of professionalism is essential for this position. The role also requires the ability to deal with sensitive and confidential information. The ideal candidate will have the knowledge of clinical operations and the ability to communicate and collaborate with medical professionals, administrators, staff and patients. The ideal applicant will also have expertise in patient engagement, retention, outreach strategies.

Requirements

• Bachelor’s degree (foreign equivalent or higher). In lieu of a bachelor's degree, four (4) years of full-time, progressively responsible administrative experience in a healthcare setting as a patient services representative may be considered.
• Two (2) years of full-time, progressively responsible administrative experience in a healthcare setting as a patient services representative.
• One (1) year of full-time experience working in a supervisor/leadership role in a healthcare setting.
• Experience working with EMR and patient scheduling processes.
• Working knowledge of MS Office Suite, including Publisher and PowerPoint.

Nice To Haves

• Two (2) or more years of full-time experience working in a supervisor/leadership role in a healthcare setting.
• Experience with reporting and quality metrics.
• Knowledge of the WTC Health Care Program and its operational processes.

Responsibilities

• Oversee the Care Coordination portion of the call center. Ensure staff are well-trained to deal with member’s issues and provide the highest level of customer service. Ensure all program goals are met.
• Develop and manage schedules for the case managers, dietitians and others to ensure goals are met and patients are seen. Monitor volume and adjust patient schedule throughout the day to ensure CM goals and member needs are met, monthly volume goals are attained, and provide data reports to the Member Services and Care Coordination Manager and Deputy Director.
• Ensure quality assurance of care coordination by measuring and assessing performance in: communication with members, program benefit education to members and staff providing this education service, member engagement in care and services, member retention for annual follow-ups, member satisfaction and member complaints. Provide reports to Quality Assurance and Operations Manager on implementation of quality initiatives and outcomes.
• Management of Care Coordination team. Under the direction of the Member Services and Care Coordination Manager, evaluate staff performance, develop protocols and work flows, report on productivity for the department.
• Represent the team at Administrative and Quality Assurance meetings: address systemic issues and develop solutions by establishing new programs, protocols and procedures. Prepare and draft presentations.
• Manage and oversee multiple projects aimed at furthering the Program’s mission in our network and the broader community, including organizing special events; developing a variety of communications and presentations to a variety of audiences; assessing communications strategies, including effectiveness and reach of the communications; developing content for Program website; managing outreach effort to members to ensure high participation in case management and other focused care.
• Other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees