INTERNAL Program Coordinator II (Member Services Coordinator) ​/ 60013321

Program Coordinator II (Member Services Coordinator)

The Agency's mission is to be boldly innovative in improving the health and quality of life for South Carolinians. This position is located in the Bureau of Providers & Support Services, Richland County. This is an in-office role and not a telecommute or remote position. We are looking for a Program Coordinator II (Member Services Coordinator) who, under the supervision of the Member Services Program Manager I, and in collaboration with the Department of Member Services within the Bureau of Provider and Support Services, researches and provides resolution for legislative referrals, internal stakeholders, and other escalation points regarding affected SC Medicaid members.

Ensures a positive member experience by following, assisting, and resolving elevated problems and concerns.

Responsibilities include:

• Respond to applicants, members, legislative constituents, and authorized representative inquiries via email and telephone – based on SC Medicaid policy and procedures. Ensure all inquiries referred to Member Services are addressed accurately, appropriately, and timely. All inquiries/referrals, follow-ups, and resolutions must be documented in Service Manager 100% of the time.
• Develop and maintain knowledge of current SC Medicaid Policy and Procedures, Medicaid Management Information System (MMIS), Curam and other agency software to work efficiently in the position. Stay abreast of other human services resources to ensure appropriate assistance is provided to applicants and beneficiaries. Serve as liaison with Medicaid provider organizations, advocate groups, and other agencies who serve the Medicaid population.
  
  Participate in scheduled meetings and ongoing trainings to ensure changes and revisions within policy are retained. Stay abreast of SC Medicaid related issues within the Agency and external agencies.
• Develop and maintain knowledge of the various internal agency departments and their functions within the organization. Develop relationships with internal staff who may be beneficial in assisting with Member escalations (i.e., pharmacy, claims, managed care, eligibility, provider, etc.). Work as a team-player within Member Services, the Bureau of Provider and Support Services, and within the agency at-large.
• Identifies trends and process improvement opportunities as a part of the Members Services internal escalation team.
• Attend and participate in relevant opportunities for professional development and training. Demonstrate utilization and application of new skills learned to improve effectiveness and efficiency within assigned responsibilities.
• Participate as a project team member, as needed, or assigned, to support reference administration interests and bureau priorities aligned with strategic goals and agency mission and objectives. Other duties, as assigned, i.e., pilot projects, mentor to new hires, lead role for improvement efforts (not a formal project) and to assist other teams within and outside of our bureau. When requested, participate in events or projects that promote better efficiency, effectiveness and/or teamwork.

The South Carolina Department of Health and Human Services offers an exceptional benefits package for FTE and TGE positions that includes:
Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children. 15 days annual (vacation) leave per year. 15 days sick leave per year. 13 paid holidays. State Retirement Plan and Deferred Compensation Programs.

Minimum and Additional Requirements include:

• A bachelor's degree and at least two (2) years of experience with SC Medicaid, Eligibility, Support Services, SC Medicaid policy, or other related work experience. Relevant experience may be used in lieu of a bachelor's degree on a year for year basis with Human Resources approval.
• Valid driver's license.
• Occasional overnight travel.
• Requires holder to drive routinely.
• Overtime and/or weekend work with Deputy approval.
• Sitting or standing for long periods of time.
• Lifting requirement: 10 lbs.
• In-office role.

Preferred Qualifications include:

• Computer skills to include Word, Excel and Power Point.
• Knowledge of OnBase, Medicaid Management Information System (MMIS), Workload Pro, and Curam.
• Organizational skills and ability to work in a self-directed manner, using good judgement and own discretion.
• Excellent verbal and written communication skills.
• Actively support SCDHHS's mission and strategic plan, including an understanding of the critical nature of the agency's work to support and improve efficiencies regarding SC Medicaid members, providers, and other stakeholders.
• Ability to effectively receive, plan and complete time-bound requests that require research, collaborating with internal and external partners, periodically with tighter timelines than others.
• Ability to interpret member's needs and document tasks completed and other requirements in Service Manager.
• Ability to analyze information, reduce to logical order, and…