Member Ambassador

Member Ambassador

Required Qualifications (as evidenced by an attached resume):
Bachelor’s degree (foreign equivalent or higher). In lieu of a Bachelor’s degree, four (4) years of full-time directly related experience, or a combination of higher education and experience totaling four (4) years may be considered. One (1) year of full-time experience in member retention/community outreach for a community medical/research program. Experience in a leadership position and/or supervising staff. Familiar with Microsoft programs (Word and Excel).

Preferred Qualifications:
Master’s degree (foreign equivalent or higher). Five (5) years of full-time experience working in Patient Relations/Advocacy, Member Engagement and/or Retention. Experience assisting members/patients navigate complex health systems and providing patient education. Experience managing highly confidential information. Familiarity with the World Trade Center Program, its mission and member benefits. Familiarity with labor unions and/or stakeholders involved with the WTC community. Experience in report writing.

Brief Description of Duties:
The Member Ambassador is a very important role within the WTCHP as a leader. The Member Ambassador will be the main point-of-contact for members who have a complaint about their WTC Health Program services providing support and information until the issue is appropriately resolved. The Member Ambassador may also deal with inquiries, before they become complaints and provide a resource for our members who may not know where to go for assistance. They will work with leadership to address common complaints that may be reflective of systemic problems and recommend pragmatic solutions. The Member Ambassador will be responsible for managing difficult conversations and investigating member complaints across several departments. The Member Ambassador will maintain working partnership with senior leadership to advise solutions to systemic problems. The successful incumbent will have a strong sense of responsibility and initiative, good judgment and ability to work independently with minimal supervision.

The duties of the Member Ambassador at the WTC Health Program include:

• Receive and investigate all member complaints. Meet with managers in relevant departments, stakeholders, WTC Health Program member services representatives, and members to resolve complaints in a timely manner. Communicate resolution to members. Provide reports of these investigations to the Director. Maintain fairness in approach and confidentiality at all times. Provide guidance to department managers and staff on preventing future complaints and work with the Director in developing new programmatic initiatives to minimize the root cause of such complaints.
• Handle a caseload of approximately 25-40 members with special circumstances, working closely with the case managers and care providers to coordinate member’s care. Review satisfaction surveys when members request to be contacted and follow-up with all members.
• Using Excel or Access, manage a complaint database and keep track of all complaints through the process. Develop quality standards for member advocacy/education and complaint resolution.
• Work collaboratively with the Member Services and the Case Management department and senior leadership to identify needs of our patient community and plan/execute community events aimed to meet these needs and increase engagement and relations with our members.
• Assist research and other special projects by helping to educate the staff on characteristics of the population, how outreach to members, and dealing with member issues. Interface with research team as needed to help communicate with members.
• 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 Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.

**The incumbent must be willing to work and travel between the Mineola and Commack clinic locations. Occasional Evenings and Saturdays will be required.

In accordance with the New York State Department of Health (DOH) regulation that all hospitals and nursing homes “continuously require all personnel to be fully vaccinated against COVID-19,” Candidates who are not already vaccinated must obtain the first dose of the vaccine within three (3) calendar days of acceptance of conditional job offer and must obtain any subsequent doses in accordance with the vaccine protocol. Candidates who are partially vaccinated, but not yet fully vaccinated, must complete their vaccination series within three (3) calendar days of job offer or in accordance with vaccine manufacture protocol, whichever comes later.

The regulation also includes those who may be affiliated with or interact with employees of a hospital or nursing home. The regulation allows for limited exemptions with reasonable accommodations, consistent with applicable law.

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.

If you need a disability-related accommodation, please call the university Office of Equity and Access (OEA) at (631) 632-6280 or visit OEA.

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Job Number: 2201089 Official Job Title : Project Staff Assistant Job Field : Administrative & Professional (non-Clinical) Primary Location : US-NY-Commack Department/Hiring Area : WTC-Medicine Schedule : Full-time Shift :Day Shift Shift Hours : 37.50 Posting Start Date : Apr 8, 2022 Posting End Date : Apr 22, 2022, 10:59:00 PM Salary :Commensurate with experience Appointment Type : Regular Salary Grade :E99