Member Services Coordinator

Stony Brook University; Commack (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

An established industry player seeks a Member Services Coordinator to enhance relationships with members in a healthcare setting. This pivotal role involves supervising a dedicated team, ensuring efficient scheduling, and addressing member concerns. The ideal candidate will possess strong communication and organizational skills, with a passion for providing exceptional service. Join a mission-driven organization committed to improving the lives of first responders, where your contributions will directly impact the community. This position offers a dynamic work environment with opportunities for professional growth and development.

Qualifications

• Bachelor's degree or equivalent experience in healthcare administration.
• Two years of experience in a healthcare setting with direct patient interaction.

Responsibilities

• Supervise a team of up to 5 staff members and track performance.
• Ensure schedules meet program requirements and resolve issues.
• Provide performance reports to supervisors and manage escalated complaints.

Skills

Microsoft Office

Healthcare Administration

Patient Interaction

Medical Terminology

HIPAA Compliance

Communication Skills

Organizational Skills

Supervisory Skills

Education

Bachelor's Degree

Job description

Job Description - Member Services Coordinator (2501529)

Required Qualifications (as evidenced by an attached resume):
Bachelor's degree (foreign equivalent or higher). In lieu of a Bachelor’s degree, a combination of education and/or years of full-time administrative experience in a healthcare setting with direct patient/client interaction reaching four (4) years may be considered.
Two (2) years of full-time experience in a healthcare setting with direct patient/client interaction. Experience working with medical terminology. Experience working with HIPAA rules and regulations. Experience working with Microsoft Office.

Preferred Qualifications:
Four (4) years of full-time experience working in a healthcare setting with direct patient/client interaction. Supervisory experience. Familiarity with the WTCHP and its mission. Experience coordinating patient scheduling program software and running reports for system information associated with appointments.

Brief Description of Duties:
Our mission is to provide comprehensive, integrative healthcare of 9/11-related illnesses for our first responder population. Member Services is responsible for ensuring good relationships with our cohort members, outreaching to members who are not engaged, and providing them with Program education specific to their needs. The main goal for Member Services is to develop relationships with our membership to ensure their active participation in the WTC Program Services, especially their annual medical monitoring exam, case management, and special programs. The Member Services department manages a call center; however, most work is accomplished through phone outreach and marketing to members.

This position requires the ability to work independently with strict timelines and parameters. The incumbent must have excellent communication, organizational, and interpersonal skills. Successful member service staff are skilled in motivation and sales techniques. The Coordinator's main focus will be to assist in supervising a team of up to 5 staff members, primarily tracking bookings and ensuring high performance and achievement of business objectives. The Coordinator is the “eyes” on the schedule as it fluctuates throughout the day. This candidate must be able to make quick, sensible decisions, assign tasks, and ensure daily goals are met. The incumbent will also handle second-level member complaints, report issues, and escalate as needed.

The Coordinator will provide regular performance reports to the Supervisor and Directors and may handle administrative tasks such as timesheets and PTO management. Strong communication and writing skills are essential.

Duties:

• Ensure Case Management Clinic schedule meets program requirements and metrics.
• Organize schedules, coordinate PTO, review KPIs, identify and resolve issues.
• Collaborate with the deputy director to meet weekly performance targets.
• Assist the Member Services Supervisor with daily team management (including 15+ staff) and tasks.
• Supervise a small team, providing leadership and clear expectations.
• Establish procedures and workflows to meet team goals.
• Participate in leadership meetings within the WTC CCE and with the Program.
• Provide performance reports to Directors.
• Support the CM team in resolving patient complaints that staff cannot resolve.
• Answer escalation line calls, document and follow-up appropriately.
• Log complaints, escalate to Directors for risk management, and work with federal programs when needed.
• Complete incident reports as required.
• Perform other duties as assigned.

Special Notes:

The Research Foundation of SUNY is a private educational corporation. Employment is subject to policies, sponsor guidelines, and funding availability. This is an FLSA Exempt position; overtime is not eligible. The incumbent must be willing to work and travel between Westbury and Commack clinics. Occasional evenings and Saturdays may be required. We cannot sponsor work visas for this position. Please include your resume/CV and cover letter with your application.

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The starting salary range is a good faith estimate of possible compensation at the time of posting.