Membership Manager

Summary:

The Membership Manager supervises multi-location teams that perform front and back office operations, screening and applying members for benefits, general scheduling, enrollment and registration, maintenance of member data in the electronic health record, and general state of, and member flow through, the front lobby and immediate property. Managers assist the Director of Membership, in conjunction with the Practice Manager, in fulfilling logistical needs, which include ordering office supplies, tracking and maintaining inventory, submission of maintenance or custodial requests to third party vendors or property management, evaluating and researching opportunities for potential cost savings or benefit, and negotiation with potential vendors.  

Essential Duties and Responsibilities

• Assists the Director in the execution of, or directly performing, Membership operations as directed or needed.
• Supervises or performs the front and back office functions that include a variety of tasks related to appointments, insurance verifications, collection of fees, and providing member training on use of Kiosks.
• Supervises or performs the variety of customer service functions performed by Membership Specialists and Membership Leads.
• Supervises or performs medical records functions performed by Membership Specialists and Membership Leads and resolves issues and escalations.
• Supervises or performs several functions related to member benefits that ensure that members’ insurance information is current, they are eligible for the requested service, and assisting with the screening or application of state funded benefits and resolves issues and escalations.
• Supervises or performs the registration processes that includes several functions that ensure a member’s record is opened and ready for clinical services to begin and gathering pertinent information, releases, and identifications and resolves issues and escalations.  
• Supervises or performs telephonic processes that includes centralized scheduling and switchboard functions, tasking, and provision of resources or scripted information as prescribed by Leadership and resolves issues and escalations.
• Assists the Director in the quality management process as it relates to Membership operations and resolves or forwards issues, complaints, and escalations for resolution.
• Assists the Director in maintaining compliance with all funder and regulatory requirements.
• Continually assesses process efficiency and effectiveness, makes recommendations for improvement, implements changes and monitors results ensuring that process documentation is current, relevant, and useful throughout Membership.
• In collaboration with other departments, ensures systems of inventory, logistics, and supply management as to identify operational risks, mitigate loss, and reduce costs whilst ensuring supply needs are met. 
• Meets regularly with direct reports touch-base, address issues, resolve problems, and conduct Catalytic Coaching.
• Recruitment, training, development, supervision, evaluation, coaching, discipline and termination of staff.
• Responsible for all aspects of personnel management of direct reports.
• Provide direction and supervision to Membership Specialists.
• Completes periodic performance and compliance audits within Membership.
• As identified, initiates data correction initiatives in conjunction with other departments. 
• Coordinate recognition and morale boosting activities for Membership.
• Performs other duties as assigned in keeping with the growth and general responsibilities of the position.
• Interfaces with other departments in the design, development, and implementation of processes.
• Prepares and/or monitors various Membership and medical provider reports.

Skills & Requirements

Education/Experience:

• Bachelor’s degree in a related field and experience equivalent to 2 years within a healthcare setting with progressively increased responsibility, AND 2 years of supervisory or lead experience, AND 2 years of system or process design experience, AND 2 years of customer service experience working in the healthcare industry, AND experience creating written policy, procedure, workflows, manuals, and reports, OR;
• High school diploma or equivalent to 4 years within a healthcare setting with progressively increased responsibility, AND 4 years of supervisory or lead experience, AND 4 years of system or process design experience, AND 4 years of customer service experience working in the healthcare industry, AND experience creating written policy, procedure, workflows, manuals, and reports.

 Additional Requirements:

• Bilingual is a plus
• Valid Arizona Driver’s license, proof of current insurance and willingness to use personal vehicle. Driver’s license is an essential requirement for performing duties for this position.
• Clean Motor Vehicle Record - no more than 2 moving violations or a license suspension in past 3 years.
• 1st Aid and CPR
• Fingerprint Clearance from the Arizona Department of Public Safety, required.

Pay Information:

• Pay Rate: $58,656 to $70,240/year 
• Pay Comments: Salary dependent on relevant experience