011520 CCA-Customer Service
Position Summary
Individuals with complex health and social needs are often the most vulnerable, costly, and marginalized among us - and the least likely to receive high quality healthcare. Improving care for these individuals is one of our healthcare system's highest priorities, but meaningfully engaging these consumers in creating care systems that fulfill their needs is an unmet opportunity.
Under the direction of the Director Consumer Participation and Engagement, the Manager of Consumer Participation and Engagement is responsible for key aspects of the ongoing development, implementation, program and regulatory oversight of CCAs Consumer Advisory Councils (CACs) and Member Voices Program working collaboratively with internal business leads as well as external advocates. The Manager works with the Director of Consumer Engagement to help CCA and as well as make suggestions and recommendations on how best to improve overall care and service delivery. This role is responsible for managing all aspects of the program with a focus on member recruitment and retention with a goal of building a large cohort of participants that are reflective of the membership we serve. of Finally, in conjunction with the Director, the manager in this role will serve as CCA's Consumer Liaison with the State, accountable for assuring that CCA meets all contractual requirements for the Senior Care and One Care programs, including the maintenance of a consumer advisory function and regular reporting to CMS and MassHealth on the activities of the consumer advisory function As Consumer Liaison, this role serves as both an ambassador for CCA to the senior and disability communities and as an access point for consumers into the governance, program planning, and quality improvement activities at CCA.
Supervision Exercised: 1 Individual Contributor
Essential Duties & Responsibilities
- Manages engagement, retention and relationships will all member program participants
- Provides daily oversight of program including all scheduling, participation, set up and administration of quarterly or ad-hoc advisory councils both in both a virtual or on-site environment
- Facilitates on-topic discussions with participants to collect insights on plan services, products and operations
- Creates meeting materials including agendas, minutes and supporting or reference materials
- Routinely collaborates with internal business leads to engage with members about topics that inform and help develop business strategy.
- Ensures all state contractual and accreditation requirements are met
- Ensures any participant, care giver or provider accommodations or interpreter needs are secured prior to meeting
- Share and present outcomes of Committee meetings that reflect trends and recommendations for improvement
- Develops and Manages all consumer participation recruitment activities and ensures composition of committees are reflective of membership population
- Manage program database ensuring all data remains up to date with the ability to generate insights and reporting.
- Actively engage with internal business groups to represent the voice of our members offering insight and examples of actual lived experiences
- Manages and serves as lead facilitator for all CACs
- Participates in development of program materials and facilitates consumer facing activities
- Routinely engages the advocacy community to understand current issues, concerns and informs senior CCA leadership of opportunities for engagement and improvement
- Aids in the development of reports at least annually to CCA Quality Committees on issues that have been raised at Consumer Advisory Committee meetings or through other channels of member participation or in other forums as identified.
Working Conditions: Standard office conditions and equipment
Education (Required): Bachelor's Degree or equivalent experience
Experience (Required):
- 5+ years
- 5-7 years of experience in the health plan service, operations or engagement.
- 5+ years of experience in a related position that included facilitation and consumer interviewing as a key responsibility
- Experience or knowledge of disability-related medical, behavioral, and long-term supports
- Proven track record of working with people with complex health and social needs
Knowledge, Skills & Abilities (Required)
- Understanding of health plan operations and delivery system
- Excellent group facilitator both virtually and in person
- Outstanding communication and relationship management skills required
- Ability to identify key insights and ideas presented distilling those into data collection and reports
- Ability to work in a multicultural setting
- Knowledge of SDOH factors
- Superior communication skills; encourages and facilitates open dialogue and brings conflicts into the open for resolution; skilled listener who encourages direct, open, and honest conversation keeping all staff apprised of organization information
- Knows own strengths and weaknesses and eagerly pursues new knowledge, skills, and methods.
- Must be strong communicator; excellent written and verbal skills; good listener
- Excellent organizational and project management skills
- Must have a passion for CCAs mission and operate with a mission-driven approach and a commitment to consumer directed care
- Personal values that are genuinely congruent with CCA's mission of caring for an underserved population and ensuring access to timely, quality care, including understanding and supporting the independent living philosophy that is at the core of CCA's mission and its model of care.
- Ability to work in a fast-paced environment
- Ability to collaborate and be part of a team and communicate at all levels of the organization
- Ability to work effectively with a broad set of internal and external stakeholders
- Self motivated, resourceful and with a high degree of personal accountability and responsibility.
- Strong strategic thinker and tactical performer
Language: English Bilingual
Language (Desired): Bilingual
Other:
- Proficient with Microsoft Office tools
- Ability to use Zoom and related technology to facilitate meets and/or participation travels to multiple locations across state - Springfield, Boston, Worcester or other location as needed.
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Commonwealth Care Alliance
Jul 15, 2025