Member Relations Liaison

COORDINATED CARE ALLIANCE NY INC•New York, NY

3d•Hybrid

About The Position

The Member Relations Liaison is responsible for supporting the Director of Member Relations in efforts to ensure the CCOs are providing the highest level of support to its members. The Member Relations Liaison is part of the Member Relations team, that works alongside care management to connect members to support, education, and advocacy opportunities while offering creative solutions and supportive input to facilitate resolution to complex situations.

Requirements

A High School diploma/GED is required.
Must have 2 years’ experience utilizing/navigating OPWDD services and the system of care.
Must be a member, parent, or caregiver of member.
Knowledge of OPWDD, community, local and state resources including supportive and advocacy organizations.
Knowledge of Family Support Services, OPWDD eligibility and HCBS Waiver application process.
Experience with coordination between various groups of people, either as part of above or other experience.
Must possess strong technology skills and have access to a computer and the internet.
Must possess competence and confidence in using computer software for organizational, research, communication, and tracking purposes.
Complete documentation for assigned work in a timely fashion which may include, i.e., completing excel and various tracking spreadsheets.
Excellent communication skills
Ability to engage others, listen actively, ask relevant questions, discern expressed needs.
Ability to translate expressed need, concerns to actionable steps and develop solutions
Knowledge of OPWDD, community and state organizations, as well as regional parent and advocacy groups related to people with disabilities.
Ability to research and document resources and contacts as relevant to members needs and interests.
Must be able to adhere to HIPAA, confidentiality, and other privacy standards determined by CCANY, OPWDD, DOH, etc.
Experience with Microsoft Office, including Word, Power Point and Excel.
Ability to work in MS Office 365 environment.
Must have reliable transportation for attending meetings, as needed.
Ability to work autonomously.
Demonstrate professionalism, respect, and ability to work in a team environment.

Nice To Haves

An associate or bachelor’s degree is preferred.
Must possess a valid Driver’s License from New York, or a contiguous state (i.e., Connecticut, New Jersey, Pennsylvania, and Vermont) OR must have the ability to take ample public transportation to attend meetings in person in the community and in the office as needed.

Responsibilities

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 members 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, virtual learning sessions, resource materials, Member Relations initiatives and projects, 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 independence, and decrease dependability on system, i.e., Supported Decision Making, Supported Employment, financial planning, employment opportunities at CCO, higher learning/education (SUNY, CUNY), etc.
Participating in partnerships and agency events create meaning and value and provide opportunities for members and the community at large to interact, i.e., community networking events.
Contribute content in collaboration with Member Relations team members and Marketing team, to reach, interact with, and educate diverse membership, language translation services, Enews, Knowledge Center, Disabilities Services New York, mailings, website, social media, blogs, explainer videos, soliciting member stories, etc.
Participating in agency departmental meetings as needed to offer input ensuring the members’ voice is incorporated into care management training and practices, i.e., Learning & Development meetings and initiatives
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.
Maintains confidentiality.