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INTERNAL UNION APPLICANTS WILL BE GIVEN FIRST CONSIDERATION FOR UNION POSITIONS
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DATE:10/2/23
STATUS:Regular, Full Time
HOURLY RATE:$20.5320
TITLE:WHP MEMBER SERVICES SPECIALIST
GRADE:108
LOCATION:555 Towner
UNION AFFILIATION:AFSCME 2733 Unit B
 
JOB SUMMARY
Under the direction of the WHP Program Manager, and in conjunction with the enrollment team, works to plan and implement enrollment and member services for WHP members, including identifying referrals and assisting with enrollment in other programs and services, and including member education for WHP members. Makes recommendations and assists in policy and procedure implementation; may have programmatic responsibility in a specific area; may direct the work of office support staff; performs related work as assigned.
This is a grant status position funding ends 12/31/2024 Language preference bi-lingual (Spanish)
EXAMPLES OF DUTIES
Characteristic Duties and Responsibilities:

Works directly with clients to ensure that their enrollment needs are met, and to ensure that clients are enrolled appropriately in any programs that will allow them to maintain and improve health and wellness. Works directly with clients to ensure that their membership needs are met, that they understand the Washtenaw Health Plan, and are able to access services to meet their ongoing needs.
  • Does one-on-one client enrollment
  • Assesses the appropriateness of enrollment as well as other client needs
  • Provides member education to enrolling WHP members
  • Assists office staff with and resolves problems; handles difficult client problems.
  • Provides information to the public or to county staff in person or over the telephone that requires knowledge of Washtenaw Health Plan activities and functions and the application of policies, regulations and procedures.
Involved with planning and implementation of process and product improvements for member services.
  • Member of enrollment team committee and active participant in decision-making for continuous improvement; assists in evaluation of existing program services and activities.
  • Discusses findings with management staff and assists in implementing changes resulting from studies and analyses.
  • Collaborates with enrollment team, member services and case management specialists on updates to the member handbook and other member education materials and sessions.
  • Represents the WHP in contacts with other human service agencies, local officials and others to mobilize resources for clients and maintain positive community relations. participates on county committees and in professional development activities.
  • Trains staff in work procedures, participates in selection and work evaluation processes, as necessary.
  • May have programmatic responsibility in a specified service delivery or internal support area as assigned.
  • Performs other related work as assigned.
The above statements are intended to describe the general nature and level of work being performed by employees assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.
EMPLOYMENT QUALIFICATIONS:
Knowledge of:

  • Policies, procedures, rules and regulations related to the WHP and other public health coverage programs.
  • Office administrative practices and procedures, including filing, data processing, computer operations and standard software applications, and standard office equipment.
  • Proper English usage, including spelling, grammar and punctuation.
Skill in:

  • Performing a variety of professional level analytical and operations support work without close supervision.
  • Interpreting, applying and explaining complex laws, policies and regulations.
  • Setting priorities, coordinating multiple projects and meeting critical deadlines.
  • Using sound, independent judgment within established policy and procedural guidelines.
  • Preparing and maintaining clear, concise, and effective written materials, and maintaining accurate records and files.
  • Establishing and maintaining effective working relationships with those contacted in the course of the work.
  • Training others in work processes and procedures.
  • Applying and explaining complex policies and procedures.
  • Setting priorities, coordinating multiple projects and meeting critical deadlines.
PHYSICAL DEMANDS:
  • Duties require sufficient mobility to work in a normal office setting and use standard office equipment including a computer, vision to read printed materials and a computer monitor and hearing and speech sufficient to communicate in person or over the telephone.
These requirements may be accommodated for otherwise qualified individuals requiring and requesting such accommodations.
Specified positions may require possession of a valid Michigan driver's license.

EDUCATION
  • Two years of education in a field related to social work, public health, psychology, finance or equivalent.
EXPERIENCE
  • Three years of member/customer service work is desired.
  • Experience with non-profit and/or health agencies is desirable.
  • Demonstrated ability to work independently, without close supervision is necessary.
This class description intends to identify the major duties and requirements of the job and should not be interpreted as all-inclusive. Incumbents may be requested to perform job-related duties other than those outlined above and may be required to have specific job-related knowledge for successful job performance.

FILING DEADLINE: 10/10/23

CONTROL NUMBER: 2310-5000-1846-0007

AN EQUAL OPPORTUNITY EMPLOYER

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