The Member Relations Liaison is responsible for supporting the Director of Member Relations in efforts to ensure the CCOs are providing the highest level of support to its members. The Member Relations Liaison is part of the Member Relations team, that works alongside care management to connect members to support, education, and advocacy opportunities while offering creative solutions and supportive input to facilitate resolution to complex situations.
Provide resources, linkages, and direct support to members and/or caregivers as needed via the Member Relations Support Request process.
Works alongside care management teams to respond to requests for assistance as assigned, in a timely fashion to resolution; support includes peer and/or caregiver support, researching/locating resources, problem-solving member complaints or grievances (last resort) maximizing all possible avenues for resolution.
Participate in Member and Family Advisory Council meetings and subcommittees ensuring members and family voices are fully integrated in, and member participation is maximized and solicited to provide feedback and areas for improvement.
Participates in Member Representative Committee meetings providing life plan approvals for members unable to do so and who do not have member representation available.
Participate and provide input in the development of Member Relations events and activities, surveys, virtual learning sessions, resource materials, Member Relations initiatives and projects, orientation webinars, drop-in sessions, round table discussions, blogs, social media, etc.
Participate and provide input in the development of initiatives that focus on bringing a unique set of resources, services and opportunities that enhance the member’s experience, build capacity to support independence, and decrease dependability on system, i.e., Supported Decision Making, Supported Employment, financial planning, employment opportunities at CCO, higher learning/education (SUNY, CUNY), etc.
Participating in partnerships and agency events create meaning and value and provide opportunities for members and the community at large to interact, i.e., community networking events.
Contribute content in collaboration with Member Relations team members and Marketing team, to reach, interact with, and educate diverse membership, language translation services, Enews, Knowledge Center, Disabilities Services New York, mailings, website, social media, blogs, explainer videos, soliciting member stories, etc.
Participating in agency departmental meetings as needed to offer input ensuring the members’ voice is incorporated into care management training and practices, i.e., Learning & Development meetings and initiatives
Participate in agency workgroups/committees.
Serves as a company representative as assigned.
Provides all required reporting in a timely manner.
Perform other duties as assigned.
Maintains confidentiality.
Must possess a valid Driver’s License from New York, or a contiguous state (i.e., Connecticut, New Jersey, Pennsylvania, and Vermont) OR must have the ability to take ample public transportation to attend meetings in person in the community and in the office as needed.
