Member Support Specialist Team Lead - DSNP

PacificSource Health Plans - Portland, OR

Full-time - Mid Level

Portland, OR

Insurance Carriers and Related Activities

About the position

The Member Support Specialist Team Lead at PacificSource Health Plans is responsible for supervising and guiding the Case Management Member Support Services team. This role involves hiring, training, coaching, and evaluating team performance while ensuring compliance with company policies and quality standards. The Team Lead will also assist in resolving member and provider issues, develop departmental metrics, and foster effective communication networks to support members in navigating healthcare and social systems.

Responsibilities

• Supervise and provide guidance to Case Management Member Support Services team members.
• Responsible for hiring, training, coaching, counseling, and evaluating team member performance.
• Assist in resolution of provider/community partner and member issues referred to Case Management Department services.
• Evaluate performance of team members and analyze results of performance reports to determine training needs.
• Assist team in developing and implementing goals and plans tailored to assist members in navigating healthcare and social systems.
• Create, evaluate, and track departmental metrics to measure performance.
• Oversee team in identifying and creating exceptional customer communication networks regarding community resources.
• Utilize motivational interviewing and engagement techniques to support customers in utilizing healthcare resources.
• Serve as liaison between members, providers/agencies, and community partners.
• Identify members for coordination and case management services through various methods.
• Screen requests to identify appropriate referrals to case management.
• Work collaboratively with the case management team to facilitate processes and meetings.
• Participate in the development and maintenance of the Case Management Department Manual and policies.
• Perform education and introductory meetings for providers/community partners and staff.
• Investigate and settle issues not resolvable by Member Support Specialist and Case Management staff.
• Ensure compliance with applicable state and federal regulations and guidelines.

Requirements

• A minimum of four years of experience in community services or healthcare agencies focused on coordination services required.
• Supervisory experience preferred.
• High school diploma or equivalent required.
• Personal Health Navigator (PHN) certification required within two years of hire or promotion.
• Excellent verbal and written communication skills.
• Ability to work independently and effectively on a team.
• Proficient in Microsoft Office, including Word, Excel, PowerPoint, and medical management software.
• Good working knowledge of community resources and healthcare systems.
• Basic math skills including percentages, ratios, graphing, and spreadsheet skills.

Nice-to-haves

• Experience in healthcare management or case management is a plus.
• Familiarity with Medicaid processes and regulations.

Benefits

• Health insurance coverage
• Dental insurance coverage
• 401k retirement savings plan
• Paid holidays
• Flexible scheduling options
• Professional development opportunities