Member Experience Coordinator Jobs

About us

Common Ground Healthcare Cooperative (CGHC) is a "who" not a "what." As a cooperative, we are thousands of Wisconsin residents buying health insurance together, supported by a staff focused on providing the best possible service to our members. We are a not-for-profit cooperative, governed by a Board of Directors made up of members who purchase our health insurance. Any earnings are returned to our members in the form of lower prices and better services.

Our Culture

We are here because we can make a difference in the lives of others. We believe that serving our community is meaningful work and we hold it in the highest regard. We are vibrant, dynamic, and value-focused individuals who welcome different points of view, perspectives, and thoughtful solutions to challenges. We encourage teamwork, integrity, mutual respect, honesty and doing the right thing. We know the importance of showing appreciation for a job well done, celebrate our achievements, and make room for fun and laughter in the workplace.

Our Job

We are continuously improving our efforts to serve our members and lower their overall healthcare cost through our three key pillars: Advocacy Partnership Innovation.

Does this sound like a culture you'd like to be a part of?

Come join a fun team of committed professionals!

How You'll Make a Difference

The Member Experience Coordinator, under guidance from the Senior Director of Member Experience, helps to coordinate the activities and functions of the department.

The Primary Objectives Of This Role Are To

The right candidate will be passionate about our mission to change health insurance for the better and be able to live our mission by adhering to our company's Core Behaviors.

• Help members understand their benefits so they utilize them more effectively
• Guide members through the appeal or grievance process when they disagree with CGHC's decisions related to their care and the payment of that care
• Assist with administrative functions including calculating and sharing department metrics

Essential Duties, Responsibilities

• Aid the Member Experience Advocate in managing the appeals and grievances processes with compassion and empathy, and in accordance with all regulatory guidelines, including:
• Preparation of internal and regulatory reports related to appeals and grievances
• Identification of themes and process improvement opportunities
• Intake, triage, and prioritization of cases
• Investigation/information gathering for the committee meeting
• Presentation of case findings to Appeals & Grievances Committee
• Documentation of case details
• Acknowledgment and resolution correspondence to the member and provider

• Information gathering, writing, proofreading, and editing communications for members and providers including newsletters and other educational initiatives
• Feedback survey planning, invitation list preparation, sending surveys and reminders
• Contact list preparation and mail merges
• Writing content for the CGHC website
• Planning the annual member meeting
• Social media monitoring and responses
• Other duties and responsibilities as assigned
• Assist the Communications Manager with various aspects of communications for members and providers including:
• Calculate department metrics and share with department leaders

Knowledge And Skill Requirements

• Strong writing and verbal communication skills and a demonstrated talent for presenting complex information in a clear, concise manner understandable to the average insurance consumer.
• Associate's or Bachelor's degree preferred. High School Diploma or equivalent required.
• Proficiency in Microsoft Word, Excel, and PowerPoint required. Experience in Adobe Acrobat
• Two (2) years of professional work experience required. Experience in a healthcare or health insurance setting preferred.
• Project management and/or time management skills with proven ability to manage multiple tasks and priorities.

General Requirements

• Treat others with dignity, respect, and courtesy
• Provide professional image and act professionally
• Thrive in a fast-paced, multi-project environment
• Have the ability to:
• Work independently while embracing the value of collaboration and teamwork
• Help change the way people think about health insurance companies
• Build strong relationships with stakeholders to achieve results
• Pay close attention to detail to ensure accuracy of information
• Be organized
• Maintain attendance according to Company standards
• Be flexible and adapt to changing situations
• AbidebyallrequirementsoftheHealthInsurancePortabilityandAccountabilityAct (HIPAA) and maintain patient, employee, and proprietary confidentiality
• Adhere to Company policies and procedures

Physical Demands and Work Environment

Reasonable accommodation can be made to enable people with disabilities to perform the described essential functions. This position is predominately a sedentary role, operating in an office setting in a very fast paced environment. This role routinely uses standard office equipment, including computers, phones, headsets, photocopiers, and fax machines. While performing the duties of this job, the individual is regularly required to talk, hear, stand, walk, periodically the ability to bend and reach. There will be occasions where lifting boxes up to 20 pounds will be required.

Job Posted by ApplicantPro