Member Services Coordinator

The office hours for this position are M-F from 8 am to 4:30 pm. This individual is required to carry an after hours pager phone on a rotation, including weekends and holidays.

Employees are paid on a weekly basis. We are currently offering a $1,500 sign on bonus.

Purpose of the job:

The Member Services Coordinator will be responsible for the coordination of staffings, annual paperwork, and funding for all programs provided by Concerned, Inc.

Essential functions:

1. Interacts well with members, customers, and staff.

2. Works independently and as a member of a team.

3. Uses good judgment.

4. Ensures attention to detail and completes duties in an accurate manner.

5. Demonstrates flexibility in work schedule.

6. Uses time productively.

7. Protects the confidentiality of written and verbal communication pertaining to staff, individuals served, and families.

8. Maintains the agency's health and safety standards.

9. Maintains attendance.

10. Follows company policies.

11. Abides by the agency’s Code of Ethics.

12. Upholds member’s rights.

13. Ensures that psychological, emotional, physical, and/or sexual abuse of members does not take place.

14. Communicates clearly and effectively with large and small groups, staff, business personnel, and other stakeholders.

15. Demonstrates computer application skills.

16. Understands government regulation language.

17. Demonstrates organizational skills.

Duties and responsibilities:

1. Coordinates and implements member services for persons with disabilities offered by Concerned, Inc.

2. Maintains knowledge regarding Medicaid and DHS rules and regulations and ensures that all programs meet all state certification and accreditation standards including those set forth by Iowa Administrative Code, DIA, and CARF.

3. Actively recruits and assesses potential members for eligibility of services for all programs.

4. Oversees service coordination for members and ensures that all necessary information is provided to the member receiving services, PCP team members, other program managers, funding entities, and other stakeholders; and works with outside service contracts including speech and physical therapists, social workers, assistive technology personnel, and mental health personnel to carry out their suggestions or orders for special assistance for the member.

5. Coordinates and participates in Person-Centered Planning meetings for members for all programs and the PCP team.

6. Gathers and prepares information for PCP meetings including all annual agency forms for all programs.

7. Develops and implements PCPS for all programs.

8. Reports necessary information to the member, parents/guardians, staff, case managers, social workers, and residential providers to keep them aware of member needs or changes in member services.

9. Responsible for setting up and maintaining member files in an orderly fashion, ensuring that all necessary paperwork is completed and current with required signatures for all programs.

10. Conducts an annual review of member files for all programs and seeks out missing information when needed.

11. Responsible for member information sheets and sending them out to appropriate people.

12. Responsible for keeping the member information spreadsheets updated as information changes.

13. Responsible for submitting all incident reports to the appropriate team members for all members.

14. Responsible for completing monthly incident review prior to the Quality and Safety Meeting.

15. Provides opportunities for members to communicate needs, problems, and goals with appropriate staff and/or professional counselors.

16. Administers medications and maintains accurate medication documentation as needed.

17. Acts as Member Advocate for persons served in all programs and shall be the member liaison during agency investigations regarding member mistreatment.

18. Responsible for checking all MCO portals on a semi-monthly basis to ensure that funding is still current, prior to billing for all programs.

19. Completes quarterly restriction reviews for all members served.

20. Cross-trains on duties in all programs and is able to fill those position(s) when necessary.

21. Assists with auditing when needed in all departments.

22. Completes all satisfaction surveys for members, stakeholders, and case managers for all programs.

23. Completes all exit interviews for members that leave any program.

24. Meets with the Director of Operations on a monthly basis to keep the Director of Operations updated, discuss concerns and or suggestions.

25. Participates in the rotation schedule for carrying the agency pager phone and responsible for the duties that are listed in the Pager Agreement

26. Attends seminars, meetings, and trainings as deemed necessary.

27. Participates on agency committees.

28. Performs other duties as assigned.

Supervisory responsibilities:

1. All members as needed in all programs.

Knowledge, skills and abilities:

1. Possesses a bachelor’s degree or commensurate experience, preferably in human services, sociology, psychology, education, human resources, marketing, sales or business.

2. Demonstrates computer application skills.

3. Shall secure a medication manager certificate upon employment.

4. Must be able to read, speak, and write in English.

5. Holds a valid State of Iowa Driver’s License and is able to travel (must be willing to drive in urban areas to meet member needs, attend training, etc.).

6. Provides proof of valid vehicle insurance.

7. Submits to a state criminal record check. Employment is contingent upon a clear record.

8. Submits to dependent adult and child abuse record checks. Employment is contingent upon a clear record for both checks.

9. Submits to a state driver’s license check. Employment is contingent upon a clear record.

10. Must secure Class D Chauffer’s license upon hire.

Fiscal responsibilities:

1. Maintains an accurate time sheet and submits to Director of Operations on a timely basis.

Physical Demands:

1. Lifts 40 lbs.

2. Obtains a physical examination from a licensed physician upon offer of employment.

3. Manual dexterity including, but not limited to the following: stooping, bending, lifting, and carrying.

Evaluation:

The Member Services Coordinator will be hired, supervised, evaluated, and terminated by the Director of Operations. This employee shall be evaluated at 90 days and at one-year intervals thereafter.

Concerned, Inc. complies with the Americans with Disabilities Act. Reasonable accommodations shall be made when necessary.

Job Type: Full-time

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• Day shift
• Rotating shift

Work Location: In person