Member Services Coordinator

• Manages the appointment confirmation process, overseeing quality assurance, call assignment, completion verification, and process training to uphold established protocols and quality benchmarks.
• Arranges outreach initiatives targeting high-risk members, guaranteeing smooth transportation, operational efficiency, and positive member interactions.
• Proactively communicates with members to address transportation-related dissatisfaction or complaints, resolving issues to preempt formal grievances.
• Conducts thorough research and analysis of contact center metrics, compiling statistical reports for informed decision-making.
• Assists in developing and implementing departmental systems and procedures as necessary to enhance operational effectiveness.
• Coordinates visitor scheduling meet-and-greets, and tours of the contact center to facilitate visitor experiences.
• Collaborates with other Alivi teams to provide support for special projects as required.
• Executes various tasks as assigned by management, ensuring timely and efficient completion.
• Manages health plan authorizations, mileage reimbursement, and standing orders for transportation benefits.
• Conducts comprehensive eligibility investigations to ensure uninterrupted benefits for members.
• Handles client email requests and health plan escalations, ensuring prompt and effective responses.

• Completion of an associate degree or equivalent educational background.
• Minimum of 3 years of related experience, or an equivalent combination of education and professional background.
• Proficient in verbal and written communication, demonstrating clarity and effectiveness.
• Possesses strong organizational, problem-solving, and analytical abilities.
• Capable of managing priorities and workflow efficiently.
• Demonstrates the ability to comprehend and execute written and verbal instructions.
• Exhibits effective interpersonal skills to interact with individuals across all organizational levels.
• Exercises good judgment, making timely and well-founded decisions.
• Capable of working autonomously or collaboratively within cross-functional teams.
• Demonstrates adaptability, flexibility, and readiness to adapt to evolving priorities.
• Pays acute attention to detail, ensuring precision and accuracy in tasks.
• Displays a commitment to excellence and upholds high standards of performance.
• Exhibits strong interpersonal skills, fostering positive relationships with others.
• Bilingual proficiency (English/Spanish) is advantageous.

• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
• Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Alivi