Member Relations Liaison

Description

Position Summary:

• Provide resources, linkages, and direct support to members and/or caregivers as needed via the Member Relations Support Request process.
• Works alongside care management teams to respond to requests for assistance as assigned, in a timely fashion to resolution; support includes peer and/or caregiver support, researching/locating resources, problem-solving member complaints or grievances (last resort) maximizing all possible avenues for resolution.
• Participate in Member and Family Advisory Council meetings and subcommittees ensuring member and family voices are fully integrated in, and member participation is maximized and solicited to provide feedback and areas for improvement.
• Participates in Member Representative Committee meetings providing life plan approvals for members unable to do so and who do not have member representation available.
• Participate and provide input in the development of Member Relations events and activities, surveys, forums, orientation webinars, drop-in sessions, round table discussions, blogs, social media, etc.
• Participate and provide input in the development of initiatives that focus on bringing a unique set of resources, services and opportunities that enhance the member's experience, build capacity to support independent, and decrease dependability on system, i.e., Supported Decision Making, Supported Employment, financial planning, employment opportunities at CCO, higher learning/education (SUNY, CUNY), etc.
• Participate in partnership and agency events that create meaning and value and provides opportunities for members to participate in community activities/events, i.e., Special Olympics.
• Contribute content in collaboration with Member Relations team members and Marketing team, to reach, interact and educate diverse membership, language translation services, Enews, Knowledge Center, CRT (Community Resource Tool), mailings, website, social media, blogs, explainer videos, soliciting member stories, etc.
• Participate in agency departmental meetings as needed to offer input ensuring the members' voice is incorporated into care management practices, i.e., Learning & Development, member and staff orientation activities, content development, etc.
• Participate in agency workgroups/committees.
• Serves as a company representative as assigned.
• Provides all required reporting in a timely manner.
• Perform other duties as assigned.

Qualifications

Education and Experience

• Must be an ACA/NY or LIFEPlan member or ACA/NY or LIFEPlan family member/caregiver/advocate.
• HS Diploma/GED three (3) years' experience utilizing/navigating OPWDD services and the system of care.
• Knowledge of OPWDD, community, local and state resources including supportive and advocacy organizations.
• Experience with coordination between various groups of people, either as part of above or other experience.

Salary : $22 - $23