Bilingual Member Services Coordinator

• The Member Services Department performs activities to support the overall patient experience, focusing on the goals of member retention, service utilization, and membership growth.
• Under the direction of the Member Services Director, the Member Services Coordinator is responsible for supporting the day-to-day activities of the department, with a primary focus on patient communication, and record/data management.
• The ideal candidate will be an empathic communicator, modeling an improvement mindset, the desire to learn, and an upbeat attitude.

• Adheres to all ChapCare's Policies and Procedures.
• Conducts self in a manner that represents ChapCare's core values at all times.
• Maintains a positive and respectful attitude with all work-related contacts.
• Communicates regularly with her/his immediate supervisor about Departmental and ChapCare concerns.
• Consistently reports, working prepared to perform the duties of the position.
• Meets productivity standards and performs duties as workload necessitates.

• Communicate appropriately with internal and external stakeholders, in both written and verbal English and Spanish.
• Support the Patient Grievance Process, communicating with members, internal stakeholders, and IPA/health plans to ensure appropriate. response, documentation, and accurate tracking/trending/analysis of grievances.
• Support routine member surveying and results analysis using online platforms and Microsoft Excel.
• Coordinate ChapCare's patient communications including direct mailings, text messages, emails, and phone calls.
• Support staff engagement and appreciation efforts.
• Coordinate/support projects as assigned by the Member Services Director, which may include obtaining real-time member feedback, special staff and member surveys, focus groups, and other projects as needed.
• Support member appreciation and recruitment, including attending member and community events (as needed).
• Coordinate meetings/interdepartmental communication (as needed).

• Work as a team player and be willing to assist others within his/her/their capabilities.
• Maintain a professional demeanor at all times with patients, caregivers, and other staff.
• Attend and participate in staff meetings and training as directed.
• Work after hours or on Saturdays (as needed).
• Other duties as assigned by supervisor.

• High school diploma or equivalent. Bachelor's Degree and/or health care certification preferred.
• Call Center experience preferred.
• Ability to connect with individuals in one-on-one, small group, and large group settings.
• High level of organizational skills, demonstrated ability to meet deadlines.
• Self-starter and ability to prioritize time and work independently.
• 1-2 years of progressive work experience in a medical setting.
• Bilingual English/Spanish required.
• Effective interpersonal and communication skills with internal and external customers.
• Excellent telephone etiquette is required.
• Knowledge of medical terminology and documentation practices.
• Strong administrative and record-keeping skills, excellent follow-through.
• Detail-oriented, able to perform work with a high degree of efficiency and accuracy.
• Microsoft Office Suite (Excel, PowerPoint, Word, Outlook) proficiency required.
• Analytics experience and/or skills are a plus.
• Demonstrated ability to work in a fast-paced multidisciplinary team environment.
• Social media experience is a plus.
• Superior customer service skills.
• Flexible professional with a positive attitude and desire to make an impact.

• While performing the duties of this job, the employee may be required to drive to all ChapCare facilities as needed.
• The ability to sit for extended periods of time.
• The employee must occasionally lift and/or move up to 25 pounds.
• Travel, generally within the greater San Gabriel Valley and/or greater Los Angeles, may be required on an occasional basis.

ChapCare is a network of HRSA-funded community health centers that has provided medical services to countless under-insured and uninsured residents of the San Gabriel Valley for over 22 years. ChapCare provides comprehensive primary healthcare services including medical, dental, and behavioral health services to almost 16,500 patients per year. The organization utilizes state of the art equipment such as Electronic Health Records to ensure that our patients receive the highest quality of care. ChapCare has grown substantially over the last few years to meet the increasing need for services in the San Gabriel Valley. New health center locations are now open in South El Monte, El Monte, and Monrovia. ChapCare also offers free health insurance enrollment assistance through a Covered California Navigator Grant. Our Certified Enrollment Counselors assist community members enroll in health insurance plans available under the Affordable Care Act (ACA) at select health centers in Pasadena, El Monte, and Monrovia. During the COVID-19 Pandemic, ChapCare has answered the call as a public health resource for our community. Many of our healthcare services can now be delivered through telehealth options such as telephone visits. In addition, ChapCare offers COVID-19 testing options for its patients and the community. ChapCare also regularly sanitizes its facilities following all safety guidelines set forth by CDC, state, and local health officials.