Commonwealth Care Alliance
Consumer Participation & Engagement Program Advisor
Commonwealth Care Alliance, Boston, Massachusetts, us, 02298
Overview
011520 CCA-Customer Service
Position Summary: Reporting to the Manager, Consumer Participation and Engagement, the Program Coordinator provides administrative, operational and project management support to CCA's Member Voices Program, Consumer Advisory Councils and customer experience activities as part of the overarching Member Experience Program (MEP). The Program Coordinator collaborates with CCA business units internally to engage members as authentic partners in the design, development, and implementation of various programs and projects. Additionally, the Program Coordinator assists in assessing CCA\'s care and service solutions to ensure the voices and experiences of the plan\'s consumer members are continually sought and reported back to the organization. The MEP Team monitors the quality of membership experience with CCA functions and provides feedback to the business on opportunities for improvement.
The Program Coordinator manages day-to-day activities of the program\'s consumer participants, schedules advisory councils, leverages Zoom technology for meetings, recruits consumers/members, and manages the participant database. The role involves direct interaction with participants and support for members who may present with complex needs. The Program Coordinator also serves as a resource for the plan\'s Spanish-speaking members, providing interpretation and translation as needed. The role assists with engagement activities, data analysis, and the creation of actionable reporting.
The Program Coordinator collaborates with stakeholders to share data, creates and manages ongoing contact lists, and builds upon business-provided analyses. This work requires knowledge of key operational measures to effectively integrate member experience(s) and advisory council activities. The role may also assist in other areas of member experience, customer service, project management and administration as necessary.
Supervision Exercised: No direct reports.
Responsibilities
Coordinate the daily activities of the MVP and Consumer Advisory Councils and ensure smooth execution of all related meetings and activities.
Create, input, and maintain membership data, program records, reports, and presentations.
Engage with consumer members continuously to maintain strong relationships and assist in resolving member concerns.
Schedule meetings and ensure appropriate technology is in place; arrange transportation and catering as needed.
Recruit new members and seek new channels for participation and engagement.
Serve as the program liaison for Spanish-speaking participants.
Develop and maintain system, process, and user documentation; define business rules governing data transformation and use.
Collaborate with other CCA departments (e.g., Compliance, Clinical, IT, Quality) to support projects and improvements to demographic data used in equity work.
Maintain knowledge of CCA databases and their relevance to member experience responsibilities; ensure data management activities comply with regulatory requirements.
Perform intermediate data management and analysis tasks; provide administrative and clerical support as needed.
Demonstrate strong organizational and prioritization skills with attention to detail; excellent written and verbal communication; effective cross-functional collaboration.
Proactively seek assistance when needed and work independently or as part of a team; meet deadlines in a fast-paced environment.
Other duties as assigned.
Working Conditions
Standard office conditions.
Work locations may include residential and community sites.
Required Education (must have)
BA/BS in a related field with strong emphasis in data analysis and reporting, or equivalent experience.
Required Experience (must have)
Direct health plan industry experience.
2-3 years of relevant experience managing or coordinating consumer/member/customer-facing meetings and/or programs.
At least 2 years of experience involving patient/membership information systems or similar database responsibilities.
At least 2 years of relevant work experience in data analytics, informatics, public health, health insurance, consumer experience, or related health data domains.
Ability to effectively deploy video conferencing technology.
Required Knowledge, Skills & Abilities (must have)
Ability to organize, plan, and prioritize assignments within multiple projects.
Program planning and administration support; ability to collect and manage feedback.
Ability to generate information that is easily understood and actionable.
Collaborative personality with strong interpersonal, communication, and presentation skills.
Ability to work effectively cross-functionally and with all levels of the organization.
Ability to work with minimal direction, adaptability to change and ambiguity, and strong critical thinking and judgment skills.
Desired Knowledge, Skills, Abilities & Language (nice to have)
Knowledge of health plan operations, health care quality measures, and Medicare/Medicaid programs.
Bilingual - Spanish.
#J-18808-Ljbffr
Position Summary: Reporting to the Manager, Consumer Participation and Engagement, the Program Coordinator provides administrative, operational and project management support to CCA's Member Voices Program, Consumer Advisory Councils and customer experience activities as part of the overarching Member Experience Program (MEP). The Program Coordinator collaborates with CCA business units internally to engage members as authentic partners in the design, development, and implementation of various programs and projects. Additionally, the Program Coordinator assists in assessing CCA\'s care and service solutions to ensure the voices and experiences of the plan\'s consumer members are continually sought and reported back to the organization. The MEP Team monitors the quality of membership experience with CCA functions and provides feedback to the business on opportunities for improvement.
The Program Coordinator manages day-to-day activities of the program\'s consumer participants, schedules advisory councils, leverages Zoom technology for meetings, recruits consumers/members, and manages the participant database. The role involves direct interaction with participants and support for members who may present with complex needs. The Program Coordinator also serves as a resource for the plan\'s Spanish-speaking members, providing interpretation and translation as needed. The role assists with engagement activities, data analysis, and the creation of actionable reporting.
The Program Coordinator collaborates with stakeholders to share data, creates and manages ongoing contact lists, and builds upon business-provided analyses. This work requires knowledge of key operational measures to effectively integrate member experience(s) and advisory council activities. The role may also assist in other areas of member experience, customer service, project management and administration as necessary.
Supervision Exercised: No direct reports.
Responsibilities
Coordinate the daily activities of the MVP and Consumer Advisory Councils and ensure smooth execution of all related meetings and activities.
Create, input, and maintain membership data, program records, reports, and presentations.
Engage with consumer members continuously to maintain strong relationships and assist in resolving member concerns.
Schedule meetings and ensure appropriate technology is in place; arrange transportation and catering as needed.
Recruit new members and seek new channels for participation and engagement.
Serve as the program liaison for Spanish-speaking participants.
Develop and maintain system, process, and user documentation; define business rules governing data transformation and use.
Collaborate with other CCA departments (e.g., Compliance, Clinical, IT, Quality) to support projects and improvements to demographic data used in equity work.
Maintain knowledge of CCA databases and their relevance to member experience responsibilities; ensure data management activities comply with regulatory requirements.
Perform intermediate data management and analysis tasks; provide administrative and clerical support as needed.
Demonstrate strong organizational and prioritization skills with attention to detail; excellent written and verbal communication; effective cross-functional collaboration.
Proactively seek assistance when needed and work independently or as part of a team; meet deadlines in a fast-paced environment.
Other duties as assigned.
Working Conditions
Standard office conditions.
Work locations may include residential and community sites.
Required Education (must have)
BA/BS in a related field with strong emphasis in data analysis and reporting, or equivalent experience.
Required Experience (must have)
Direct health plan industry experience.
2-3 years of relevant experience managing or coordinating consumer/member/customer-facing meetings and/or programs.
At least 2 years of experience involving patient/membership information systems or similar database responsibilities.
At least 2 years of relevant work experience in data analytics, informatics, public health, health insurance, consumer experience, or related health data domains.
Ability to effectively deploy video conferencing technology.
Required Knowledge, Skills & Abilities (must have)
Ability to organize, plan, and prioritize assignments within multiple projects.
Program planning and administration support; ability to collect and manage feedback.
Ability to generate information that is easily understood and actionable.
Collaborative personality with strong interpersonal, communication, and presentation skills.
Ability to work effectively cross-functionally and with all levels of the organization.
Ability to work with minimal direction, adaptability to change and ambiguity, and strong critical thinking and judgment skills.
Desired Knowledge, Skills, Abilities & Language (nice to have)
Knowledge of health plan operations, health care quality measures, and Medicare/Medicaid programs.
Bilingual - Spanish.
#J-18808-Ljbffr