Member Support Specialist

Position: Member Support Specialist I
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Join Pacific Source and help our members access quality, affordable care!

Pacific Source is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. Pacific Source values the diversity of our community, including those we hire and serve.

We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.

Work as an integral part of the case management team to serve as a resource to members and community providers/partners. Work telephonically and in-person to support members with complex psycho-social issues which create barriers to adherence with medical regimens and achievement of optimal health outcomes. Assist with program development, team processes, as well as build effective member, provider and community partner relationships.

Essential Responsibilities:

• Utilize motivational interviewing and patient-engagement techniques to support members in achieving optimal health outcomes by effectively utilizing their benefits.
• Effectively handle incoming department telephone calls and emails.
• Identify member needs and refer to the appropriate internal resources.
• Screen case management referral requests from multiple internal and external sources.
• Assist case management team to facilitate the case management process.
• Create events in Medical Management Platform.
• Assist with quality measures.
• Assist with member-focused meetings and complete associated administrative tasks as indicated.
• Assist with other administrative duties as appropriate, including meeting minutes.
• Ensure compliance with applicable state and federal regulations and guidelines in day-to-day activities.
• Ensure accurate and timely electronic and documentation within multiple software programs.

Supporting Responsibilities:

• Manage electronic mailing lists, group phone queue and outgoing mailings.
• Participate in team, department, company, and community-related projects/committees as requested.
• Meets department and company performance and attendance expectations.
• Follow the Pacific Source privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Perform other duties as assigned.

Work Experience: Requires a minimum of one year of experience in community service or healthcare agencies providing coordination of services. Call center experience preferred.

Education, Certificates, Licenses: High school diploma or equivalent required.

Knowledge: Medical terminology. Proficient in Microsoft Office, including Word, Excel, PowerPoint, Medical management software (e.g Case Trakker Dynamo). Excellent verbal and written communication skills and ability to work independently as well as to work effectively on a team. Good working knowledge of how to access community resources and healthcare system.

Competencies:

Building Customer Loyalty

Building Strategic Work Relationships

Contributing to Team Success

Planning and Organizing

Continuous Improvement

Adaptability

Building Trust

Work Standards

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 25% of the time. May be required to use personal vehicle for work-related purposes and to meet with members in the community setting. May need to work outside normal work hours.

Skills:
Accountability, Collaboration, Communication (written/verbal), Flexibility, Listening (active), Organizational skills/Planning and Organization, Problem Solving, Teamwork

Compensation Disclaimer

The wage range provided reflects the full range for this position. The maximum amount listed represents the highest possible salary for the role and should not be interpreted as a typical starting wage. Actual compensation will be determined based on factors such as qualifications, experience, education, and internal equity. Please note that the stated range is for informational purposes only and does not constitute a guarantee of any specific salary within that range.

Base Range:
$32,311.65 - $51,698.64

Our Values
We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare…