Consumer Participation & Engagement Program Advisor

Position Summary:
Reporting to the Manager, Consumer Participation and Engagement, the Program Coordinator provides administrative, operational and project management support to CCA's Member Voices Program, Consumer Advisory Councils and customer experience activities as part of the overarching Member Experience Program(MEP). The Program Coordinator is an essential role that collaborates with CCA business units internally to engage members as authentic partners in the design, development, and implementation of various programs and projects. Additionally, the Program Coordinator will aid in the assessment of CCA's care and service solutions helping ensure the voices of CCA's consumer members and their experiences with the plan are continually sought out and returned back to the organization. The MEP Team also seeks to monitor the quality of membership experience with CCA functions and provide feedback to the business on areas of opportunity for improvement.

The Program Coordinator is responsible for managing day to day activities of the program's consumer participants, scheduling advisory councils, leveraging Zoom technology/features for each meeting, consumer/member recruitment and management of the participant database. The Program Coordinator will interact directly with participants and must be comfortable interacting and support member's who may present with complex needs. The Program Coordinator will also serve as a resource for the plans Spanish speaking members who participate in the program providing interpretation and when needed translation activities. The Program Coordinator will assist with engagement activities, data analysis, and the creation of actionable reporting.

Core activities include, but are not limited to, collaborating with stakeholders to share data, creating and managing ongoing contact lists, and creating or building upon business-provided analysis. This work requires gaining business insight and knowledge of key operational measures to effectively integrate member experience(s) and advisory council

The Program Coordinator may also assist in other areas of member experience Customer Service, project management and administration, as necessary.

Supervision Exercised:
* No, this position does not have direct reports.

Essential Duties & Responsibilities:
The Program Coordinator works with both internal and external stakeholders and ensures any type of council or consumer engagement activity is fully coordinated and seamlessly executed.
* Responsible for managing and coordinating the daily activities of the MVP and Consumer Advisory Councils.
* Create, input, and maintain membership data, program records, reports, and presentations
* Actively and continually engages with consumer members of the program to to ensure optimal relationship exists. Assist in solving any consumer member concern that is brought forth
* Schedules all meetings and ensures appropriate technology is in place
* Arranges and confirms transportation and catering needs are met for each meeting
* Continually recruits new members and seeks out new channels to solicit member participation and engagement
* Serves as the program liaison for Spanish speaking participants
* Creates and maintains an appropriate level of system, process, and user documentation as appropriate
o Develops and/or captures business rules that govern how data is transformed, integrated, and used
* Collaborate with other CCA departments, including but not limited to Compliance, Clinical, Information Technology, and Quality departments, to support mutually beneficial projects, such as improvements to demographic data used in equity work
* Develops and maintains a thorough knowledge of CCA's databases and their relevance to member experience responsibilities
* Ensures MVP data management activities are fully compliant with all regulatory requirements
* Intermediate data management and analysis capabilities
* Administrative and clerical skills.
* Strong organizational, and prioritization skills; attention to detail
* Interpersonal skills, including excellent written and verbal communication.
* Knowledge of database software programs and office equipment
* Proficient with Microsoft Office Applications and an intermediate knowledge of databases preferred
* Customer service orientation is essential
* Ability to take personal initiative and work independently, as well as part of a team
* Ability to meet deadlines in a complex and fast-paced environment
* Must be a quick learner and able to anticipate situations
* Actively seeks out assistance when needed
* Excellent interpersonal skills
Other duties as assigned

Working Conditions:
* Standard office conditions.
* Work locations can include residential and community sites.

Required Education (must have):
* BA/BS in a related field with strong emphasis in data analysis and reporting.
* or equivalent experience

Required Experience (must have):
* Direct health plan industry experience
* 2-3 years of relevant experience managing or coordinating consumer/member/customer facing meetings and/or programs.
* A minimum of 2 years of experience involving patient/membership information systems, or similar database responsibilities.
* A minimum of 2 years of relevant work experience (i.e., data analytics informatics, public health, health insurance, consumer experience, or other health data or patient experience)
* Ability to effectively deploy video conferencing technology

Required Knowledge, Skills & Abilities (must have):
* Ability to organize, plan, and prioritize assignments within multiple projects.
* Program planning and administration support
* Demonstrated ability to collect and manage feedback
* Strong ability to generate information that is easily understood and actionable
* Collaborative personality, strong interpersonal skills, excellent communication and presentation skills
* Ability to work effectively, cross-functionally, and with all levels of the organization
* Ability to work with minimal direction and comfort with ambiguity, while being adaptive to changes in direction
* Highly self-directed possessing sound critical thinking and judgement skills to effectively perform in the role

Desired Knowledge, Skills, Abilities & Language (nice to have):
* Knowledge of health plan operations, health care quality measures, and Medicare/Medicaid programs
* Bilingual - Spanish