Member Advocate

American Health Partners; Bloomington (IN); On-site; USD 45,000 - 65,000; Full time

Job summary

American Health Advantage is seeking a customer-service oriented leader to support local service areas.

The role focuses on coordinating enrollment and post-enrollment support, acting as the primary contact for members and families, and maintaining strong relationships with nursing facilities and providers to meet network needs.

Qualifications

• Experience in healthcare delivery with elderly patients preferred.
• Exceptional interpersonal and listening skills with ability to work independently and in a team.
• Excellent customer service track record and CMS regulatory awareness.

Responsibilities

• Coordinate with Insurance Producer to ensure seamless enrollment and service handoffs.
• Follow up with members to answer questions and provide plan updates.
• Serve as front-line support with members, facilities and care teams.
• Develop and maintain relationships with network providers within region.
• Meet with members or families monthly and report dissatisfaction appropriately.
• Maintain reporting on member status, facility calendars, and issues.
• Ensure all interactions comply with CMS regulations.
• Oversee services for a group of nursing facilities and perform other duties as assigned.

Skills

Interpersonal skills

Customer service

Written and verbal communication

Organizational skills

Teamwork

Listening skills

Travel willingness

MS Office proficiency

Education

Healthcare professional background

License in Insurance (preferred)

Tools

Microsoft Office

Job description

American Health Advantage needs a customer-service focused leader to support local service areas.

Responsibilities

• After member is enrolled, coordinate with Insurance Producer to ensure seamless transition between enrollment/customer service success is achieved.
• Once member is enrolled, follow up member to ensure that any questions are answered, act as a point of contact if the member or their family needs assistance with the plan, or provide them with periodic updates about the plan;
• Act as front-line support as needed with the member, partner facility and integrated care team to ensure the needs of the Member and Plan are met;
• Develop and maintain relationships with key network providers/facilities within assigned region; support continued regional network development activities necessary to meet network adequacy requirements;
• Meet with the member and/or their family at least monthly;
• Follow up on any items that the members are dissatisfied with and report to plan accordingly;
• Develop and maintain reporting to include but not limited to managing member status, daily/weekly/monthly facility calendar, issues tracking/management;
• Ensure that ALL interactions with the member are compliant with CMS regulations;
• The Member Advocate will be responsible for a group of nursing facilities; the Member Advocate is responsible for ensuring that the above services are carried out for each of the members in your assigned group of facilities;
• Other responsibilities as assigned.

Qualifications/ Requirements

• Experience successfully working in a healthcare delivery setting with elderly patients as either a clinician, social worker or caregiver. Nursing home experience is preferred.
• Exceptional interpersonal skills with demonstrated ability to work independently as well as with a team; must be a good listener to understand feedback raised by the family;
• Ability to work well with staff at each of the nursing homes in the assigned region to include nursing staff, doctors and administration staff;
• Ability to deliver outstanding customer service with a proven track record;
• Compliant, at all times, with CMS regulations regarding Medicare Advantage Plans
• Exceptional organizational skills
• Strong written and verbal communication and clear-thinking skills with the ability to synthesize complex issues into simple messages
• Willingness and ability to travel to facilities within your assigned region; have dependable transportation, a current driver's license, a clean driving record, and proof of insurance;
• Strong proficiency in computer skills in Microsoft Office Suite products;
• Have suitable home work space allowing for productive office environment.
• Insurance or Insurance Customer Service License is preferred; however, not required.