Member Experience Coordinator

The Massachusetts Health Connector seeks a Member Experience Coordinator. The Member Experience Coordinator will primarily support the Member Experience team but will also work collaboratively and cross-functionally with agency partners and vendors to drive business objectives, improve the member experience, and fulfill responsibilities. The Member Experience Coordinator will report to the Member Experience Manager.

General Responsibility

• Support the implementation of the high-quality standards and business processes for excellent member experience.
• Proactively identify areas for member experience improvements.
• Represent the Member Experience Team by developing and showing a deep understanding of the unique needs of Health Connector members.
• Work with internal teams and external partners and stakeholders to communicate impacts of issues identified and determine next steps to resolve in order to provide best in class member experience.

Key Functions / Day to Day Activities

• Participate in and support day-to-day operational activities that ensure the success of Health Connector member interactions.
• Assist with resolving any identified member issues and effectively communicate with internal and external stakeholders with timely updates and resolutions.
• Monitor and analyze member inquiries, issues and service tickets data to identify trends and areas for improvement.
• Attend meetings including participation in working sessions, member resolution meetings, troubleshooting sessions and support service recovery activities.
• Support the timely completion of Member Resolution tickets by working across vendors to ensure inventory is resolved timely including proactively identifying and escalating issues when necessary.
• Create, distribute and manage meeting materials and project artifacts such as, but not limited to project plans, power point presentations, operating procedure documentation, risk and decision registers etc.
• Work collaboratively with the Health Connector internal teams (business, policy, legal and IT) and vendors to coordinate organized approaches to problem solving and solutioning.
• Interact with key stakeholders including advocates, other state agencies, health plans and vendors to exchange information and/or address specific issues related to the coordinator’s responsibilities.
• Perform other responsibilities and participate in projects based on ongoing business needs and as assigned by management.
• Perform weekly, monthly, and ad hoc QC activities to ensure process integrity.
• Monitor available reports to track performance and quality and to proactively identify potential improvement areas within a process.
• Other duties as assigned.

Experience and Qualifications

• Bachelor’s Degree preferred but not required
• Ability to work both independently and collaboratively within a team
• Demonstrated ability to solve problems and meet deliverables dates
• Preferred experience in health care, insurance or customer service
• Preferred experience with HIX system, ticket management systems and CRMs
• Preferred experience with vendor management and collaboration
• Comfort in a fast-paced work environment with competing priorities
• Ability to balance varying workload and prioritize effectively
• Strong written and verbal communication skills to interact effectively with cross-functional teams and vendor staff
• Strong computer skills, including Word, Excel, and PowerPoint
• Knowledge and understanding of the Healthcare industry and ACA strongly preferred

If interested: Send a cover letter and résumé to Connector.Jobs@mass.gov

Salary: $70,000-73,000/year

Please note:

• Due to the requirement of 268A, please complete the Applicant Disclosure Form and return it with your application.
• All Health Connector employees are required to provide satisfactory proof of eligibility to work in the United States
• The Health Connector is operating on a hybrid work arrangement with 2 days in the downtown Boston office and 3 days working from home.
• Employee may be requested to work an extended day and weekends to meet deadlines

About the Health Connector:

The Commonwealth Health Insurance Connector Authority (Massachusetts Health Connector) is an independent public authority serving as the Affordable Care Act (ACA)-compliant marketplace for the Commonwealth. The organization is charged with providing subsidized and unsubsidized health insurance to individuals and small employers. The Health Connector also oversees policy development related to health care reform under both state and federal laws, as well as conducting public education and outreach about health care reform and coverage opportunities.

The Health Connector is an equal-opportunity employer that values diversity as a vital characteristic of its workforce. We consider qualified applicants without regard to race, color, religion, gender, sexual identity, gender identity, national origin, or disability.

Job Type: Full-time

Pay: $70,000.00 - $73,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• Vendor management: 1 year (Preferred)

Ability to Commute:

• Boston, MA 02108 (Required)

Work Location: Hybrid remote in Boston, MA 02108

Salary : $70,000 - $73,000