Commonwealth Care Alliance
Consumer Participation & Engagement Program Advisor
Commonwealth Care Alliance, Boston, Massachusetts, us, 02298
Overview
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 programs and projects. The role also aids in the assessment of CCA’s care and service solutions to ensure the voices and experiences of consumer members are continually sought and returned 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.
Essential Duties & Responsibilities
Manage the day-to-day activities of the program’s consumer participants, schedule advisory councils, leverage Zoom technology/features for each meeting, recruit consumers/members, and manage the participant database. Interact directly with participants; support members who may present with complex needs. Serve as a resource for the plan’s Spanish-speaking members, providing interpretation and translation activities as needed. Assist with engagement activities, data analysis, and the creation of actionable reporting. Collaborate with stakeholders to share data, create and maintain ongoing contact lists, and build upon business-provided analyses. Acquire business insight and knowledge of key operational measures to integrate member experiences and advisory council activities. Assist in other areas of member experience, customer service, project management and administration as necessary.
Supervision Exercised
No, this position does not have direct reports.
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. A minimum of 2 years of experience involving patient/membership information systems, or similar database responsibilities. A minimum of 2 years of relevant work experience (e.g., data analytics informatics, public health, health insurance, consumer experience, or other health data or patient experience). 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 Demonstrated ability to collect and manage feedback Strong ability to generate information that is easily understood and actionable Collaborative personality with strong interpersonal, written and verbal communication skills Ability to work effectively cross-functionally and with all levels of the organization Ability to work with minimal direction and adapt to changes in direction Self-directed with sound critical thinking and judgment skills
Desired Knowledge, Skills, Abilities & Language (nice To Have)
Knowledge of health plan operations, healthcare quality measures, and Medicare/Medicaid programs Bilingual – Spanish
Working Conditions
Standard office conditions. Work locations can include residential and community sites.
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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 programs and projects. The role also aids in the assessment of CCA’s care and service solutions to ensure the voices and experiences of consumer members are continually sought and returned 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.
Essential Duties & Responsibilities
Manage the day-to-day activities of the program’s consumer participants, schedule advisory councils, leverage Zoom technology/features for each meeting, recruit consumers/members, and manage the participant database. Interact directly with participants; support members who may present with complex needs. Serve as a resource for the plan’s Spanish-speaking members, providing interpretation and translation activities as needed. Assist with engagement activities, data analysis, and the creation of actionable reporting. Collaborate with stakeholders to share data, create and maintain ongoing contact lists, and build upon business-provided analyses. Acquire business insight and knowledge of key operational measures to integrate member experiences and advisory council activities. Assist in other areas of member experience, customer service, project management and administration as necessary.
Supervision Exercised
No, this position does not have direct reports.
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. A minimum of 2 years of experience involving patient/membership information systems, or similar database responsibilities. A minimum of 2 years of relevant work experience (e.g., data analytics informatics, public health, health insurance, consumer experience, or other health data or patient experience). 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 Demonstrated ability to collect and manage feedback Strong ability to generate information that is easily understood and actionable Collaborative personality with strong interpersonal, written and verbal communication skills Ability to work effectively cross-functionally and with all levels of the organization Ability to work with minimal direction and adapt to changes in direction Self-directed with sound critical thinking and judgment skills
Desired Knowledge, Skills, Abilities & Language (nice To Have)
Knowledge of health plan operations, healthcare quality measures, and Medicare/Medicaid programs Bilingual – Spanish
Working Conditions
Standard office conditions. Work locations can include residential and community sites.
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