Member Services Specialist

Overview

Advanced Technologies & Laboratories International, Inc. (ATL) is hiring for a Processing Archivist for the National Institute for Occupational Safety and Health.

On July 1, 2011, Centers for Disease Control and Prevention (CDC), National Institute for Occupational Safety and Health (NIOSH), WTC Health Program was established as a federal health care program to provide medical monitoring and treatment for eligible members in accordance with the James Zadroga 9/11 Health and Compensation Act of 2010. On December 18, 2015, President Obama signed the James Zadroga 9/11 Health and Compensation Reauthorization Act which reauthorized the WTC Health Program for 75 years, ending in 2090.

The contractor will provide specialized support to the WTC Health Program, focusing on enrollment, benefits, education, outreach, and providing guidance to both members and stakeholders.

The contractor will be responsible for managing communications, addressing complex member issues, and offering critical program guidance in support of the program’s initiatives. The contractor will work directly with the Nationwide Provider Network (NPN), Clinical Centers of Excellence, and other stakeholders, ensuring that member concerns and inquiries are resolved efficiently and in alignment with program guidelines.

Essential Functions and Job Responsibilities

The contractor will support the WTC Health Program in various administrative and programmatic functions, including the following responsibilities:

• Enrollment and Program Benefits Guidance: Provide guidance on program enrollment, benefits, and outreach, ensuring program eligibility requirements are met and providing clear information about available services.
• Member Communications and Support:
• Respond to communications received via WTC inbox, CDC Info, emails, and telephone calls.
• Ensure all communications are documented in the CARE system and tracking logs are updated in a timely and consistent manner.
• Establish a rapport with members, addressing difficult issues and ensuring member satisfaction.
• Program Policy and Legislative Support:
• Review and prepare responses to congressional inquiries based on program policies and the Zadroga Health and Compensation Act.
• Provide technical guidance and recommendations to the program team based on critical information obtained from members and partners.
• Liaison and Stakeholder Support:
• Serve as a liaison between the Nationwide Provider Network, Clinical Centers of Excellence, and other stakeholders to resolve member complaints.
• Determine the root cause of complaints and work toward the best resolution.
• Crisis and Emergency Support:
• Provide guidance and assistance during CDC emergencies and pandemics, ensuring the program continues to serve its members effectively during crisis situations.
• Other Duties: Perform any other duties as requested by the Program Administrator or other WTC Health Program leadership.

Minimum Requirements

• Education:
• Bachelor’s degree in public health, healthcare, social work, counseling, health administration, or another related field.
• In lieu of a degree, a minimum of 5 years of related work experience in the healthcare/insurance industry or customer service.
• Experience:
• Experience working with patients and healthcare providers.
• Ability to de-escalate difficult situations and adapt to a variety of circumstances effectively.
• Skills and Abilities:
• Strong organizational, planning, and multitasking skills, especially when managing complex and time-sensitive tasks.
• Ability to work independently and as part of a multidisciplinary team.
• Exceptional critical thinking, priority-setting, and project management skills.
• Excellent interpersonal and communication skills for effective engagement with members and stakeholders.

Company Benefits

PSI offers full-time, benefits eligible employees a competitive total compensation package that includes paid leave, and options for employer sponsored group medical, dental, vision, short-term and long-term disability, life insurance, AD&D coverage, legal services, identity theft, and accident insurance. Flexible spending account and health saving account options offer pre-tax savings for qualified medical, dental, and vision expenses. The company sponsored 401(k) retirement plan has an employer contribution match that is immediately vested. We invest in the professional growth of our employees through professional courses, certifications, and tuition reimbursement programs.

EEO Commitment

It is company policy to promote equal employment opportunities. All personnel decisions, including, but not limited to, recruiting, hiring, training, promotion, compensation, benefits, and termination, are made without regard to race, color, religion, age, sex, sexual orientation, pregnancy, gender identity, genetic information, national origin, citizenship status, veteran status, protected veteran status, disability, or any other characteristic protected by applicable federal, state, or local law. Reasonable accommodations for applicants and employees with disabilities will be provided. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources by emailing HRDepartment@plan-sys.com, or by dialing 703-575-8400.