Member Services Specialist - Commack/Westbury

Required Qualifications (as evidenced by an attached resume):
Associate's degree (foreign equivalent or higher). In lieu of degree, two (2) years of full-time experience in patient/client engagement, recruitment, or related work may be considered. Four (4) years of full-time, direct patient experience working in healthcare, research, or Member Services.
Preferred Qualifications:
Bachelor's degree (foreign equivalent or higher). Experience working with first responders. Familiarity with research protocols and informed consent. Familiarity with HIPAA. Experience with electronic scheduling, EMR, or other patient-based databases. Familiarity with the World Trade Center Health Program and its benefits. Proficiency with Microsoft Word and/or Excel.
Brief Description of Duties:
The Member Services Specialist reports to the Lead Coordinator for Member Services. The successful incumbent must possess excellent telephone communication skills. Strong customer service and organizational skills. Experience working with data and excellent attention to detail. Ability to work independently to accomplish assignments and work well with others as part of a team. Additional experience in motivational techniques to increase program participation or in patient/client retention. Experience with retention strategy. Training in customer service, specifically skilled at effectively dealing with the irate customer.

• Provide high quality customer service and connect members to Program services. Welcome new patients to our clinic and encourage members to schedule their annual monitoring visit, with a focus on hard-to-motivate and hard-to-reach members. Implement a variety of retention strategies to improve retention rates. Educate members on WTC Health Program benefits, changes in the Program, local events, activities and research opportunities. Assist members by answering questions, helping to resolve issues and helping members navigate the Program. Use motivational interviewing techniques to identify barriers to participation and work with members to overcome barriers and achieve goals.
• Manage intake and discharge in the clinics (this is part of the Member Services model, with MSS staff rotating from call center, intake and discharge). Connect members to care coordinators, case managers, social workers, pharmacy and others to assist in resolving patient needs. As a point person for the member, follow-up and ensure all needs were taken care of.
• Locate lost members by utilizing online search services, follow-up and track down most current contact data. Record data based on findings.
• Send targeted retention letters to various subgroups in the member cohort as directed.
• Manage cohort demographic data, manage transfers between clinics.
• Log all interactions with members into a contact log, which requires pulling customer complaints and entering them into a separate log.
• Assist with the planning and executing of retention events. The annual picnic and clinic open house would be two examples of retention events.
• Other duties as assigned.

Special Notes:
The Research Foundation of SUNY is a private educational corporation. Employment is subject to the Research Foundation policies and procedures, sponsor guidelines and the availability of funding. FLSA Non Exempt position, eligible for the overtime provisions of the FLSA.
**The incumbent must be willing to work and travel between the Nassau and Commack clinic locations. Occasional Evenings and Saturdays will be required.
For this position, we are unable to sponsor candidates for work visas.
Resume/CV and cover letter should be included with the online application.
Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.
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The starting salary range (or hiring range) to be offered for this position is noted below, it represents SBU's good faith and reasonable estimate of the range of possible compensation at the time of posting.