Member Services and Care Coordination Manager

Member Services and Care Coordination Manager

Required Qualifications (as evidenced by an attached resume):Bachelor's degree (foreign equivalent or higher). In lieu of bachelor's degree, four (4) years of full-time, progressively responsible administrative experience in a healthcare setting as a patient services representative may be considered. Three (3) years of full-time, progressively responsible administrative experience in a healthcare setting as a patient services representative. Two (2) or more years of full-time supervisory/leadership experience in a healthcare setting with progressive management responsibilities. Experience working with EMR and patient scheduling processes. Experience writing outreach communications. Working knowledge of MS Office Suite, including Publisher and PowerPoint.

Preferred Qualifications:Master's degree (foreign equivalent or higher). Three (3) or more years of full-time experience working in a supervisor/leadership role in a healthcare setting with progressive management responsibilities. Experience with reporting and quality metrics. Knowledge of the WTC Health Care Program and its operational processes.

Brief Description of Duties:The WTC Health Program at Stony Brook is a comprehensive health monitoring and treatment program providing services to nearly 10,000 9/11 responders on Long Island. The Member Services Manager will work closely with the Program Directors to oversee multiple projects aimed at furthering the Program's mission within our organization, within our network of WTC HP contractors, with our provider network, and the broader community. In addition, the incumbent will provide daily support to the Program Directors. The incumbent will assist the Directors in the development of internal and external communication materials. The candidate will be responsible for planning and executing special events and programs and developing correspondence and a variety of communications under the direction of the Directors. They will also prepare presentation materials, set-up meetings/appointments and outreach to stakeholders on behalf of the Directors. The candidate will be required to attend meetings off-campus and provide reports to the Directors. The incumbent will be required to attend community events and prepare and make presentations. The candidate will manage member services and care coordination staff. The Member Services Manager will be accountable for ensuring a high level of member satisfaction and engagement with Program benefits and services and ensuring excellent communications targeting both members and staff. The incumbent will be responsible for establishing customer service standards and ensuring member services staff are trained and providing excellent customer service to our members. Excellent verbal and written communication, organization skills, self-management skills and a high-level of professionalism is essential for this position. The ideal candidate will have the knowledge of clinical operations and the ability to communicate and collaborate with medical professionals, administrators, staff and patients. The ideal applicant will also have expertise in health-based community communications, patient engagement, retention and outreach strategies.

Duties:+ Manage and oversee multiple projects aimed at furthering the Program's mission in our network and the broader community, including organizing special events; developing a variety of communications and presentations to a variety of audiences; assessing communications strategies, including effectiveness and reach of the communications; managing outreach effort to members to ensure high participation in monitoring and treatment.+ Oversee member services and care coordination to meet program goals. Design and implement patient schedules, assess efficiency and make improvements. Ensure call center meets standards to provide excellent customer service to the members. Oversee transfers to and from the program, to ensure continuity of care. Oversee program navigation and care coordination programs to ensure special needs are met. Ensure Program retention goals and member needs are met, monthly volume goals are attained and provide data reports to the Director.+ Ensure quality assurance of member services by measuring and assessing performance in: communication with members, program benefit education to members and staff providing this education service, member engagement in care and services, member retention for annual follow-ups, member satisfaction and member complaints.+ Management of Member Services and Care Coordination team (25 employees). Evaluate staff performance, develop protocols and workflows, report on productivity for department.+ Play key role in leading the member services and care coordination activities, participating in Admin meeting and participating in the Quality Assurance Committee by leading the Member Services Workgroup. Address systemic issues and develop solutions by establishing new programs, protocols and procedures. Prepare and draft presentations, reports, and correspondence for the Directors. Represent the Long Island Clinical Center of Excellence at WTC Health Program meetings that pertain to retention and outreach efforts. Manage budget and supply inventory for member services area.+ Other duties as assigned.

Special Notes:The Research Foundation of SUNY is a private educational corporation. Employment is subject to the Research Foundation policies and procedures, sponsor guidelines and the availability of funding. FLSA Exempt position, not eligible for the overtime provisions of the FLSA. Minimum salary threshold must be met to maintain FLSA exemption.**

This position primarly in Commack, NY. There is a satellite clinic in Westbury, NY. Travel between clinical sites and occasional travel in the NY-metro area will be required for this position.**

For this position, we are unable to sponsor candidates for work visas.Resume/CV and cover letter should be included with the online application.

_Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws._If you need a disability-related accommodation, please call the university Office of Equity and Access (OEA) at (631) 632-6280 or visit OEA (https://www.stonybrook.edu/commcms/oea/) ._In accordance with the Title II Crime Awareness and Security Act_ a _copy of our crime statistics can be viewed_ here (https://www.stonybrook.edu/police/) _._Visit our WHY WORK HERE (https://www.stonybrook.edu/jobs/working-here/) page to learn about the

total rewards we offer.SUNY Research Foundation: A Great Place to Work. (https://www.rfsuny.org/media/rfsuny/documents/hr/RFRecruitmentFlyer.pdf)

The starting salary range (or hiring range) to be offered for this position is noted below, it represents SBU's good faith and reasonable estimate of the range of possible compensation at the time of posting.

Job Number: 2600140

Official Job Title: : Administrative Staff Assistant III

Job Field : Administrative & Professional (non-Clinical)

Primary Location : US-NY-Commack

Department/Hiring Area: : Dept of Med

- WTC Health Program

Schedule : Full-time

Shift : Day Shift

Shift Hours: : 8:00

- 4:30 :

Posting Start Date : Mar 18, 2026

Posting End Date : Apr 1, 2026, 11:59:00 PM

Salary: : $107,000-$125,000

Appointment Type: : Regular

Salary Grade: : E3

SBU Area: : The Research Foundation for The State University of New York at Stony Brook

Req ID: 2600140