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Director of Member Services

Category

Administration

Organization:

North Carolina Community Health Center Association

Location:

Raleigh, North Carolina • All Counties

Date Needed:

September 30, 2022

Organization Website:

Type Of Position:

Full Time

Education Required:

Bachelor's

Experience Required:

5-10 year(s)

Date Of Job Posting:

August 30, 2022

Job Description:

Summary

The North Carolina Community Health Center Association is a membership association of community health centers (federally qualified health centers and federally qualified health center look-alikes). NCCHCA’s mission is to promote and support patient-governed community health care organizations and the populations they serve. The Director of Member Services (DMS) will serve as a critical member of the NCCHCA Leadership Team. In collaboration with the Chief Executive Officer (CEO) and the Leadership Team, the DMS will oversee a significant portfolio of grant programs; related member services; evaluate the effectiveness of programs; assist our members’ health centers along the continuum of the Bureau of Primary Health Care (BPHC) program compliance to operational excellence; help to promote and diversify funding at an organization with a healthy mix of government and private philanthropic funding; and increase revenue by identifying profitable business opportunities and developing long-term growth strategies. The DMS should also be able to assess business risks by analyzing financial, statistical, and economic data.

Responsibilities:

Lead Member Services Department

  • Provide leadership and oversight of the Group Purchasing Organization and supervise the Vendor Services Coordinator.
  • Identify opportunities to partner with vendors to grow the Association’s Group Purchasing Organization.
  • Support fund development efforts through the promotion and execution of NCCHCA’s annual conferences, proposal writing and partnering with the CEO to steward funding relationships.
  • Participate in the budget development process and maintain a high level of fiscal responsibility.
  • Serve as an internal consultant on operational and program compliance issues.
  • Monitor Association’s peer learning workgroups, including providing guidance to NCCHCA staff leads and ensuring alignment with relevant grant deliverables.
  • Coordinate peer learning workgroups made up of health center staff.

Support New Program Ideas and Funding

  • Monitor emerging needs among NCCHCA’s member health centers and work with team to develop response.
  • Coordinate with the NCCHCA Leadership Team on developing new program ideas and pilot projects, including integrating successful pilots into the Member Services Department.
  • Develop and organize new business development initiatives.
  • Work with Leadership to launch and manage NCCHCA’s training revenue lines, including Relias Management System.

Provide Direct Technical Assistance to Health Centers

  • Utilize the BPHC compliance and grant condition report and develop individualized recommendations for health centers to progress beyond minimum program requirements.
  • Work hands on, frequently on-site, with health centers to improve administrative, operational, and finance systems by:
    • Performing RCM audits for health centers with individualized recommendations.
    • Performing Operational Excellence Assessments with individualized recommendations.
    • Conducting on-site revenue maximization assessments around processes from front office to back office.
    • Working with health centers to develop appropriate and effective staffing profiles, services, hours of operation, and schedules. Support health centers in process improvement initiatives to improve practice management systems.
    • Assisting health centers in developing relationships with local hospitals and health providers for privileging, admissions, and coordinated systems of care.
    • Supporting health centers in the establishment of contracts and affiliation agreements for services in the community.
    • Connecting health centers to resources for developing and implementing financial management and control policies such as the development and implementation of sliding fee discount policies and programs and revenue cycle management including budgeting, billing, and collections.

Other

  • Serve as liaison to key government agencies and federal partners, including NC DHHS, NACHC, and HRSA.

Minimum Qualifications (Degrees/Certificates)

  • Bachelor’s degree in public health, health administration or related field; Master’s Preferred.
  • Five years of operations experience in community health, public health, hospitals, or related service.
  • Thorough understanding of FQHC clinical, administrative, and finance systems and best practices.
  • Ability to examine health center finances, audits, operational plans, appointment schedules, and practice management systems and prepare written recommendations.
  • Ability to translate policy and industry trends into programs and services.
  • Demonstrated ability to work with customer/client groups and/or experience in membership organizations.
  • Excellent written/verbal communication and problem-solving skills.
  • Must be flexible, self-motivated, able to prioritize multiple tasks.

Knowledge, Skills and Abilities

  • Must be proficient in MS Word, Excel, and PowerPoint software programs.
  • In-depth understanding of Medicaid and Medicare programs and policies.
  • Excellent verbal and written communication skills required.
  • Persuasive and strong business acumen.
  • Adept at negotiating sound business deals.
  • Demonstrated ability to work as a team member and work effectively with diverse populations.
  • Ability to manage multiple projects simultaneously.
  • Excellent written/verbal communication, problem solving skills, and attention to detail.
  • Excellent interpersonal and negotiation skills.
  • Ability to respond appropriately and professionally to staff and members of the public, in person and on the phone.
  • Ability to work well in a fast-paced environment, juggle many priorities, and handle stress in a professional and positive manner.
  • Ability to keep and maintain confidentiality.
  • Ability to travel out-of-town, by air, and overnight.
  • Ability to operate and foster a participatory, open, and flexible work environment.
  • Demonstrated awareness of, and value for, cultural competence in task implementation.
  • Commitment to social justice.

Supervisory Responsibilities

  • Model the highest standards of conduct, integrity, and performance.
  • Diligently work toward the mission, vision, and values of the organization.
  • Develop a spirit of cooperation and teamwork with all NCCHCA employees and members.
  • Take action to ensure compliance with policies and procedures.
  • Set example by assuring timely writing and accurate reporting on all required documents.
  • Empower others by sharing responsibility to encourage a deep sense of commitment and ownership.
  • Use leadership position to set positive, attainable expectations, objectives, and goals for others within the organization.
  • Allow direct reports to take reasonable risks and accept accountability for their actions.
  • Work for solutions that generally benefit all involved parties.
  • Demonstrate creativity and innovation.

Physical Demands

  • Consistently working at desk in front of computer monitor, significant typing and data entry, majority of the day is spent indoors and sitting.

Work Environment

Typical office environment

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position.  All employees may have other duties assigned at any time.

 

 

 

 

 

 

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