Member Services Coordinator II - 7D

Department: Member Services

Location: Native American Health Center (NAHC) 2950 International Blvd, Oakland, CA 94601

About the role

The Member Service Coordinator II (MSC II) works as a part of a multi-disciplinary team of individuals who provide high quality member care. The MSC II must be able to accept and adhere to guidance and direction from multiple levels of management. The MSC II will work with members to identify appropriate funding sources that may cover the cost of treatments and enroll members in publicly-funded programs to determine fees and co-payments as needed. This position requires knowledge of clinical terminology and treatments and is responsible for assisting members with accessing services within NAHC Medical, Dental, and Mental Health Departments. The MSC II will assist with member account review and will assist in training and support of other MSC within the Member Services Department. The Native American Health Center is an accredited institution and adheres to the standards of excellence set forth by the Accreditation Association of Ambulatory Health Care (AAAHC) and the Commission of Dental Accreditation (CODA).

Responsibilities

• Greet all members in a courteous and professional manner to create and maintain a welcoming atmosphere.
• Schedule member appointments appropriately, answer and return telephone calls in a timely manner, and inform members of processes and procedures.
• Proactively manage and “tetris” appointment scheduling to maximize productivity and to fill appointment gaps.
• Manage the voicemail system, which includes: create and update greetings as appropriate; check messages often and ensure messages are routed appropriately and activate the voice message system at appropriate times.
• Make member appointment reminder calls the day prior to the appointment to confirm, and notify members of any outstanding balances on their accounts.
• Answer member inquires about financial responsibility, insurance and benefits, account status, and treatment planning.
• Receive and deliver messages to providers, ensure all stakeholders are aware of schedule changes, distribute member appointment schedules daily, prepare charts/documents, and inform the provider of outstanding payments that pertain to services requiring payment i.e. Dental Labs.
• Register members into the practice management system (PMS) in a manner that ensures accuracy and thoroughness and update member registration information once per year at minimum, or as information changes.
• Inform members of Notice of Privacy Practices and obtain the members signed acknowledgement statement.
• Register members into NAHC member portal.
• Provide user support and education on portal functionality.
• Manage NAHC member portal appointment request and member messages.
• Screen members’ eligibility for possible care coverage (e.g., county or state programs; sliding