Sacramento Native American Health Center
Member Services Lead (Project Management)
1. Perform the work of a Member Services representative 25% of the time.
2. Serve as a lead to staff to include assigning and monitoring work and providing direction in support of the Patient Financial Services Manager. This support may include:
a. First point of contact for staff questions and open issues.
b. Provide feedback to the supervisor regarding employees' performance. Identify and escalate issues that need to be addressed, including training and systems issues, versus one-time incidents.
c. Act as primary point of contact in the Supervisors absence
d. Provide coaching, one-on-one feedback and training to improve performance
e. Ensure Member Services staff are in compliance with work, break and meal schedules
3. Assisting in developing and implementing pro-active solutions to service-level challenges while maintaining services to new and existing patients
a. Ensure consistent quality service is given to patients, answer questions, solve problems and help with complex work-related issues
b. Assist in monitoring workflow throughout the day in the department
c. Seek ways to continuously improve customer service, productivity, and process improvement where applicable.
4. Assist patients with intake processes including but not limited to conducting financial screenings to determine patient eligibility and access to health care including but not limited to state and federal programs including; Family PACT, CHDP, Medi-Cal, Medicare, Managed Care, sliding scale, etc.
a. Projects positive, professional demeanor through verbal and non-verbal communications.
b. Delivers information for patients and staff in a supportive, timely and understandable manner.
c. Clear communication of ideas and suggestions.
5. Participate in performance improvement activities.
a. Participation in Performance Improvement activities and initiatives
b. Demonstrate initiative to proactively diagnose and resolve problems.
c. Manages change with positive, supportive behavior.
6. Participates as a team member and is accountable for own work responsibilities.
a. Fill in for Member Services staff if there is an unexpected absence.
b. Offers help to solve problems and complete
c. Display productive work habits consistently
7. Proactively provide input in developing and maintaining eligibility criteria and procedures consistent with SNAHC's goals and objectives.
8. Assist the Billing department in resolving billing problems, as requested by direct supervisor.
9. Foster an environment that promotes trust and cooperation among patients and staff.
10. Enforce, support and champion SNAHC's policies and procedures, including maintenance of client confidentiality under HIPAA privacy rules, to ensure that the principles of SNAHC are implemented.
11. Work well under pressure, meet multiple and often competing deadlines; and at all times demonstrate professional, cooperative behavior with supervisors, subordinates, colleagues, clients and the community.
12. Abides by industry best practices (e.g. proper PPE, ergonomic posture, etc.) to maintain a safe working environment, and reports safety issues or concerns to the supervisor or the Safety Officer immediately. Reviews the Safety and Health plans, understands, and asks questions regarding safe practices in work areas.
13. Perform other duties as assigned by direct supervisor.
This position may be grant funded, continued employment is contingent upon renewed or additional funding and may be discontinued at the close of the grant cycle. Grant funding for any position does not impart any contractual right, either expressed or implied, to remain in Sacramento Native American Health Center, Inc.'s employment for a specific period of time. Grant funding does not affect the Sacramento Native American Health Center, Inc.'s status as an "at will" employer.
Preference in hiring is given to qualified Native Americans in accordance with SNAHC policy. Applicants claiming Indian Preference are encouraged to submit verification of Indian certified by tribe of affiliation or other acceptable documentation of Indian heritage.
EQUAL OPPORTUNITY EMPLOYER: Within the scope of Indian Preference, all candidates will receive equal consideration without regard to race, color, age, gender, religion, sexual orientation, national origin, medical condition or physical or mental disability, genetic characteristic, pregnancy, marital status, veterans status, or other non-merit factors.
Note to Applicants: Please be advised that you may be asked to get a Department of Justice Fingerprinting clearance as a contingency for an offer of employment. Criminal clearances are obtained to protect the welfare and safety of clients receiving services at SNAHC.
Age Discrimination in Employment Act (ADEA): Sacramento Native American Health Center, Inc. abides by the mandates of the ADEA (protecting individuals 40 years and older) and considers age a non-merit factor in all employment decisions and considerations.
Americans with Disabilities Act (ADA): Sacramento Native American Health Center, Inc. abides by the mandates of the ADA and considers disability a non-merit factor in all employment decisions and considerations. Furthermore, SNAHC will make any practical, feasible, and reasonable arrangements to accommodate qualified applicants and employees with disabilities.
Applicants and employees may request an accommodation of a physical or mental disability at any time in the application process or during employment.