Team Lead/Advocate For Consumer Quality Initiatives 8015

Job Description

We are currently hiring for the Maryland Behavioral Health Administrative Services Project!

ATHENA Consulting is an award-winning staffing firm serving state and local governments. Our mission is to make lives better! We make our Clients’ Lives Easier by engaging and supporting our clients and partnering with them to be the most knowledgeable staffing partner. We make our Employees’ Lives Better by identifying and cultivating their talents and matching these talents with our customers’ needs. ATHENA places a high value on customer service, accountability and getting the job done.

POSITION SUMMARY:

This FULL-TIME position ranges from $21-$24 per hour depending on experience and is in Hanover, MD. The Team Lead/Advocate For Consumer Quality Initiatives is responsible for building strong relationships with members, supporting new member onboarding, navigating and using their benefits, resolving issues and proactively closing gaps of care, and related duties as assigned.

This position is Hybrid, and must be in Maryland. This role will be in the office and or community 1-2 days a month.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Participant & stakeholder relationship management
• Build and maintain strong relationships with participants, providers, families, and key stakeholders to improve experience and health plan outcomes.
• Serve as an advocate for participants, proactively identifying and closing gaps in care.
• Participant engagement & communication
• Engage participants via inbound/outbound calls and written communication to drive participation in appropriate programs and services.
• Use technology to advise, support, and increase participant engagement.
• Empower participants to understand and effectively use their healthcare benefits to improve health and wellbeing.
• Issue ownership, problem-solving & service excellence
• Deliver professional, courteous, high-quality service.
• Take ownership of issues, including complex or sensitive concerns, ensuring timely resolution and/or appropriate follow-up
• Cultural competence & resource knowledge
• Demonstrate understanding of cultural and linguistic needs of the assigned population.
• Maintain knowledge of regional health and social service resources to connect participants to appropriate support.
• Cross-functional collaboration & advocacy initiatives
• Collaborate with cross-functional teams and advocacy organizations to resolve issues and support Consumer Quality Team initiatives.
• Continuous improvement & departmental contribution
• Participate in developing department goals, objectives, and systems.
• Recommend process, policy, and procedure improvements to increase efficiency and service quality.
• Team participation & general responsibilities
• Work effectively as part of the division/company team.
• Attend staff meetings, trainings/seminars as assigned, and perform other related duties as needed.
• Perform other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal, written, and listening communication skills within the English language.
• Proven, high quality stakeholder engagement (internal and external stakeholders).
• Ability to develop and implement participant focused Quality Improvement initiatives including Carelon’s Participant Advisory Council and steering committee. Ability to work collaboratively.
• Solid ability to analyze situations carefully and adopt appropriate courses of action.
• Ability to understand and adhere to the duties, methods, and procedures required by the position.
• Excellent organizational skills and attention to detail.
• Ability to prioritize tasks.
• Ability to effectively communicate to large and small group audiences.
• Proficient with Microsoft Office Suite or related software.

EDUCATION/EXPERIENCE REQUIREMENTS:

• Requires a HS Diploma and a minimum of 3 years of experience in customer service or any combination of education and experience which would provide an equivalent background.
• BA/BS preferred.
• Requires lived experience as participant or family member of participant or BH advocate with successful communications skills and interest in educating the community to support BH needs
• AA/AS and minimum of 2 years of experience in health services or behavioral health field or in a peer support services role; or any combination of education and experience, which would provide an equivalent background.
• Peer Specialist Certification preferred.
• Knowledge of care-coordination and case management concepts is strongly preferred.

Physical Requirements:

• Possible prolonged periods of sitting at a desk and working on a computer.
• Standard 8 hours of work Monday through Friday. Schedule will fall between 8:00 am – 6:00 pm, with a lunch break.

Successful ATHENA employees will display the following characteristics:

• You strive to be the best in your field currently and in the future.
• You like to make your employer look good.
• You find solutions, where others only see problems.
• You are proactive, you make and meet commitments, and you perform your duties exceedingly well.
• You are aware of the employer’s needs at all times and are well-versed in what you personally and ATHENA can offer them as a whole.
• You have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission.

The benefits of working for ATHENA include a full Benefit package:

• Support from a team of professionals committed to making your life better.
• 19 days of PTO.
• 12 paid holidays, 13 paid holidays during election years.
• COLA increases.
• Flex time allowed, during the same week.
• Medical, dental and vision insurance.
• Medical and dependent flexible spending account.
• Pet insurance.
• Mass transportation benefit for the Maryland and Washington, D.C. area.
• 401k with a generous employer match.
• Easy to use employee self-serve HR portal.

The statements in this Job Posting are intended to describe the general nature and minimum level of work required. The content should not be construed as a complete list of all duties, responsibilities, and skills required to meet the criteria for this position. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Application for employment is not intended to and does not create a contract or offer of employment and if hired, employment with the company is on an at-will basis and could be terminated at the will of either party.

ATHENA Consulting LLC does not discriminate in hiring based on federally protected classifications to include but not limited to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status or other characteristics protected by law. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.