The Member Services Specialist engages with members, families and staff to understand current concerns and works toward enhanced performance and agreed resolution for individuals and families who contact member services.  The Specialist fully supports other team members with data entry and monitoring of daily incoming member complaints/concerns and provides additional assistance in the areas of Advisory Board meetings, focus groups, communications, and training. As part of the Quality Improvement and Initiative Department, the person may also participate in additional quality activities that are geared toward understanding current performance to ensure constant quality

Purpose - Connecting people to their chosen supports to live a healthy and meaningful life.

Vision – We see a world that is accepting, inclusive, and promotes positive health for all individuals with intellectual and /or developmental Disabilities (I/DD).

Mission – Our mission is twofold: to provide compassionate, skilled person-centered care planning that includes a holistic approach to health and wellness, and to advocate for a disability inclusive world.

Values -

• Committed - We are committed to developing successful employees across the organization so members and families can receive high-quality supports.
• Compassionate - We are compassionate about creating open, honest relationships through collaboration, active listening, and showing empathy for others.
• Connected - We are connected to each other through a sense of belonging that enriches the work environment and shapes a positive experience for members and families.

All full-time positions come with generous benefits including $3000 tuition reimbursement per calendar year, and up to $250 of professional development courses! Click here to view the current benefits summary.

• Assist with tracking and follow up related to member complaint, including outreach and documentation.

• Provide support to the member/ family via phone and/or email as the process continues. Coordinate with the internal departments on various action steps.

• Maintain accurate and thorough records of the complaint and steps taken toward resolution, including in the tracking database and MediSked as appropriate.

• Task will include but not be limited to:
• Contacting the member/family with each complaint or grievance.
• Utilizing the script to confirm receipt of communication of the issue.
• Continued and consistent outreach until resolution of the issue.
• Open case files within the digital platform through data entry.
• Monitor individual cases assigned to them.
• Maintain contact with applicable parties until case is closed.

• Assist with data trending reports and analysis as requested.

• Assist with proactive ways to determine member and family satisfaction with Care Design Services and communication as assigned.

• Complete Quality Improvement activities as assigned as they relate to member services and satisfaction.

• Participate as an active member of the Designated Review Committee and other committees as assigned.

• Conduct quality calls to members to assess satisfaction with services provided by Care Management.

• Participate in departmental and other agency meetings as they pertain to Member Services/Satisfaction

• Must have experience with I/DD service provision in any of the service areas including OPWDD, Education or health services
• Associate degree required: Bachelor’s degree preferred.
• Must be proficient in Excel report creation and in presenting the report data in a polished and clear format in
• Community member engagement and/or customer service experience in the Healthcare or Human Services field preferred.
• Work Experience in patient or member advocate role preferred.