Member Engagement Specialist (Full Time, Hybrid, North Carolina Based) (Personal Services)

The Member Engagement Specialist improves access to care, delivers quality customer service, engages with systems and stakeholders that support members, and advocates for the voice and inclusion of members and families. Through proactive outreach and engagement, the specialist identifies opportunities to support better health outcomes and quality of life.

This is a full-time hybrid opportunity. The selected candidate must be available to report onsite to the Alliance home office (Morrisville, North Carolina) 1 day per week. The successful candidate will also be required to travel weekly throughout Orange County area to meet with members, providers and/or other community stakeholders, as well as, other Alliance catchment areas for coverage of events/conferences.

Responsibilities & Duties

Systems-Level Collaboration

• Develop and implement strategies to build relationships with community members, stakeholders, and organizations
• Identify, develop, and support cooperative relationships and opportunities to engage with systems that support members, with a special focus on those that are most vulnerable, representing underserved and underrepresented populations
• Build meaningful connections and engage with systems that will help address barriers to improve health outcomes for underserved populations and geographic areas
• Increase community presence and collaborate with community organizations to leverage resources and expand member engagement and penetration into communities
• Collaborate with external systems (e.g., DSS, Ombudsman, Enrollment Broker, Case Management Agencies/Advanced Medical Homes, Public Health, Public Schools, Local Government, and Provider Network) to directly resolve individual member challenges and improve access to services

Customer Focus

• Increase member awareness of DSS, Ombudsman, and the Enrollment Broker to successfully resolve challenges and barriers
• Serve as the primary liaison and support functions of CFAC which includes coordinating and arranging meetings, and maintaining and understanding current bylaws, general statutes, charters, goals, etc
• Provide technical support for advisory and other committees
• Support individuals and family members/guardians to increase understanding and awareness of policy, regulations, services, rights, responsibilities, and other general information through community contacts and in response to family inquiries for assistance
• Collaborate with all Alliance departments especially Care Teams, to maximize member's quality of life and health outcomes
• Escalate concerns to department leadership that involve access to care and service quality
• Stay current on all community resources, services and programs to assist a member or family in accessing needed services and wraparound supports
• Stay current on all changes in eligibility, waivers and Olmstead populations as identified by NC DHHS to better support and provide education to members, families, and community stakeholders
• Receive and respond to referral calls in a timely fashion
• Implement surveys with members and families as required or requested for measurement/reporting purposes (e.g. My Individual Experience)
• Maintain a strong in-person presence with supplementary virtual communication and engage effectively both face-to-face and on-camera 

Targeted Member Education and Outreach

• Organize events, facilitate dialogue, gather feedback, and promote awareness about Alliance's initiatives to reduce barriers, improve health outcomes, improve access to health care, and address unmet social resource needs
• Ensure that outreach activities are planned with and specifically targeted to member populations
• Establish consistent, regular community presence focusing on priority system and stakeholder partnerships
• Develop and disseminate educational materials, resources, and training for members and community stakeholders for orientation as needs are identified (e.g. Introducing new/reinforcing existing initiatives)
• Maintain knowledge and current information on best practices, laws, regulations, policies, special legislation, new resources/supports, and/or learning opportunities that impact individuals and family members
• Maintain timely and accurate documentation in compliance with all contractual requirements related to outreach events

Community Inclusion

• Provide peer-to-peer support, accompaniment, and follow-up for underserved individuals identified through targeted or specialty populations or as identified by leadership
• Participate in Community Inclusion Planning meetings and provide follow-up as needed
• Coach providers on the best practices for Community Inclusion and promote community integration activities

Maintain Documentation

• Ensure timely documentation as required by department policy and procedures

Travel

• Travel regularly between Alliance offices, attend meetings on behalf of Alliance, and participate in community events
• Travel routinely to meet with members, providers, stakeholders, attend court hearings etc. as required
• Travel frequently to build/maintain in-person community presence and relationships

Minimum Requirements

Education & Experience

Required:

Graduation from High School or equivalent and two (2) years of experience with the population served, or an equivalent combination of training and experience.

The employee must be an openly declared individual or family member (past or present) engaged in mental health, developmental disabilities, traumatic brain injury, or substance use disorder services.

Preferred:

Bachelor's degree in a Human Services field is preferred.

Certified Peer Support Specialist or Family Peer Support certification preferred.

Knowledge, Skills, & Abilities

• Thorough knowledge and understanding of Alliance business
• Considerable knowledge of community resources and services available to Alliance Members
• Knowledge of cultural awareness and differences, and the
• ability to work with/or serve a diverse population
• Highly effective Communication skills
• Excellent interpersonal skills
• Ability to engage effectively both face-to-face and on camera
• Problem solving and conflict resolution skills
• High level of diplomacy and discretion
• Ability to make prompt independent decisions based upon
• relevant facts
• Ability to establish and maintain favorable working relationships with members, families, stakeholders, and
• Alliance employees
• Ability to lead meetings and trainings effectively
• Public speaking

Employment for this position is contingent upon a satisfactory background and MVR (Motor Vehicle Registration) check, which will be performed after acceptance of an offer of employment and prior to the employee's start date. 

Salary Range 

$22.90 - $29.77/hourly

Exact compensation will be determined based on the candidate's education, experience, external market data and consideration of internal equity

 An excellent fringe benefit package accompanies the salary, which includes:  

• Medical, Dental, Vision, Life, Long Term Disability
• Generous retirement savings plan
• Flexible work schedules including hybrid/remote options
• Paid time off including vacation, sick leave, holiday, management leave
• Dress flexibility

Education

Required

• High School or better in General Studies

Preferred

• Bachelors or better in Human Services

Licenses & Certifications

Preferred

• Family Peer Support Spec
• Cert Peer Support Spec

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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