Summary

The Member Services Department performs activities to support overall patient experience, focusing on the goals of member retention, service utilization, and membership growth. Under the direction of the Member Services Director, the Member Services Coordinator is responsible for supporting the day-to-day activities of the department, with primary focus on patient communication, and record/data management. The ideal candidate will be an empathic communicator, modeling an improvement mindset, the desire to learn, and an upbeat attitude.  

ChapCare’s Expectations of all Employees

• Adheres to all ChapCare’s Policies and Procedures
• Conducts self in a manner that represents ChapCare’s core values at all times
• Maintains a positive and respectful attitude with all work-related contacts
• Communicates regularly with her/his immediate supervisor about Departmental and ChapCare concerns
• Consistently reports to work prepared to perform the duties of the position
• Meets productivity standards and performs duties as workload necessitates

Essential Duties and Responsibilities

• Communicate appropriately with internal and external stakeholders, in both written and verbal English and Spanish
• Support the Patient Grievance Process, communicating with members, internal stakeholders, and IPA/health plans to ensure appropriate response, documentation, and accurate tracking/trending/analysis of              grievances
• Support routine member surveying and results analysis using online platforms and Microsoft Excel
• Coordinate ChapCare's patient communications including direct mailings, text messages, emails, 

and phone calls

• Support staff engagement and appreciation efforts
• Coordinate/support projects as assigned by the Member Services Director, which may include obtaining real-time member feedback, special staff and member surveys, focus groups, and other projects as needed
• Support member appreciation and recruitment, including attending member and community events (as  needed)
• Coordinate meetings/interdepartmental communication (as needed)

Other Performance Expectations

• Work as a team player and be willing to assist others within his/her/their capabilities
• Maintain professional demeanor at all times with patients, caregivers, and other staff
• Attend and participate in staff meetings and trainings as directed
• Work after hours or on Saturdays (as needed).
• Other duties as assigned by supervisor

Job Requirements

• High school diploma or equivalent. Bachelor’s Degree and/or health care certification preferred.
• Call Center experience preferred.
• Ability to connect with individuals in one-on-one, small group and large group settings
• High level of organizational skills, demonstrated ability to meet deadlines
• Self-starter and ability to prioritize time and work independently
• 1-2 years progressive work experience in a medical setting
• Bilingual English/Spanish required.
• Effective interpersonal and communication skills with internal and external customers
• Excellent telephone etiquette required
• Knowledge of medical terminology and documentation practices
• Strong administrative and record-keeping skills, excellent follow-through
• Detail-oriented, able to perform work with a high degree of efficiency and accuracy
• Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) proficient required

• P      c

  Analytics experience and/or skills a plus
• Demonstrated ability to work in a fast-paced multidisciplinary team environment
• Social media experience a plus
• Superior customer service skills.
• Flexible professional with a positive attitude and desire to make an impact

Physical Demands/Working Conditions

While performing the duties of this job, the employee may be required to drive to all ChapCare facilities as needed. The ability to sit for extended periods of time. The employee must occasionally lift and/or move up to 25 pounds.

Travel, generally within the greater San Gabriel Valley and/or greater Los Angeles, may be required on an occasional basis.