Director of Member Services

LEADINGCHOICE NETWORK

JOB DESCRIPTION

 

 

Title: Director of Member Services  

FLSA Status: Salaried Exempt

Reports To:  Chief Executive Officer of Network

 

                                                                                    

Position Summary

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The Director of Member Services plays a critical, hands-on role in advancing the mission and operations of LeadingChoice Network, a Clinically Integrated Network of 69 skilled nursing facilities and over 100 assisted living communities. Its purpose is to align services to improve the delivery of care in partnership with health plans and health systems. In a lean organizational environment that is similar to a professional association, the role includes everything from coordinating day-to-day operations to project management to marketing and communications. Serving as a key operational partner to the CEO, this individual will help translate organizational priorities into action, ensure initiatives are executed effectively across the network and improve communication across member facilities.

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Key Responsibilities

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Project & Operations Support

• Manage and track key projects (quality improvement initiatives, care coordination, electronic medical record integration, etc.)

• Keep timelines, task lists, and deliverables organized and moving forward

• Support the CEO in executing priorities and following up on key initiatives

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Member Coordination

• Develops and distributes member update communications

• Cultivate relationships with prospective members and support network growth and engagement efforts

• Act as a central point of contact for member issues

• Coordinate meetings, committees, and workgroups

• Follow up on action items and keep everyone aligned

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Data & Reporting Support

• Monitor and manage systems that collect, organize and report quality outcome data from and to member organizations

• Help members understand performance reports and trends to support informed decision-making 

• Track performance metric dashboards and assist with quality improvement proposals

• Support preparation of presentations and updates for leadership and partners

 

Contracting & Performance Support

• Assist with tracking financial performance related to payer contracts, specifically related to Medicare Advantage and population health contracts

• Help gather information needed for negotiations and reporting

• Work with members to follow up on action planning efforts

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General Operations & Communication

• Improve communication across the network (emails, updates, shared tools)

• Build and maintain productive relationships with member facilities, payers, and external partners

• Help manage documents and create or improve operational processes

• Provide secondary review and approval of vendor relationships, contracts, invoices, and other financial commitments as appropriate

• Take on special projects as needed

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Qualifications

• Bachelor's degree or equivalent combination of education and relevant professional experience required

• 7+ years of progressively responsible experience in operations, project management, program coordination, healthcare administration or quality improvement, or related, highly regulated fields

• Demonstrated success leading complex initiatives involving multiple stakeholders, and cross-functional teams.

• Understanding of skilled nursing, senior care, healthcare quality programs, or payer relations preferred; ability to quickly learn healthcare operations required.

• Strong organizational, communication, facilitation, analytical and project management skills.

• Professional certifications in project management, process improvement, quality management, or related disciplines, such as PMP, Lean, Six Sigma, preferred.

• Proven ability to work independently, exercise sound judgment, and drive results with limited supervision.

• Demonstrated ability to manage multiple priorities and deadlines while maintaining attention to detail.

• Advanced proficiency with Microsoft Outlook, Excel, PowerPoint, and virtual collaboration tools.

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Working Conditions

• Primary work environment is the LeadingChoice Network office, with occasional remote work available.

• Travel within the State on an occasional basis. 

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How to Apply
Please submit:

•  A resume outlining your relevant experience.

•  A brief cover letter (no more than one page) describing:

•  Why you are interested in LeadingChoice Network and its mission.

•  What experience best prepares you for this role.

•  A specific example of a process, project, or operational improvement you helped implement and the outcome achieved.

Applications should be submitted to Matt Berg, CEO, LeadingChoice Network, mberg@leadingchoice.net.