Benefits:

32 hour work week

Health insurance

Paid time off

Training & development

SUMMARY:

This position’s primary role is to maintain the front desk and answer member calls. This position will perform membership engagement, while also supporting the medical claims processing. The Member Engagement & Claims Representative II will be the first line of contact with members to provide outstanding service at every interaction. This position is also responsible for end to end medical claims processing as well as providing office administrative services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Membership Engagement and Communication

· Communicates in an engaged, patient, thoughtful, kind and accurate manner to build and maintain lasting member trust and support. Ability to communicate with all types of personalities and age groups.

· Engages members in thoughtful respective discussions to identify members' needs for additional support. Understand features of all programs and provides members with navigational assistance and contact information with our community resource partners.

· Requires handling confidential and sensitive matters appropriately

· Uses critical thinking and data to improve workflow, communication and benefits.

· Coordinates planning and execution of member events, meetings, and webinars

· Assists in development of newsletter, eBlast and social media content/articles

Claims Process and Benefits Administration

· Processes benefit claims timely, accurately according to established policy Claims responsibilities include the complete end to end opening, sorting, calculating, processing, paying and filing claims based on established benefits with 98% accuracy.

· Administer membership dues and invoicing processes, including generating and distributing invoices, tracking payments, following up on outstanding balances, and maintaining accurate financial and membership records

· Research claims, benefits and member questions to effectively and accurately communicate with our members.

· Updates members information and outreach in the database to keep records current.

Administrative Support Services

· Perform office opening and end-of-day procedures. Maintain files, manage calendars, make travel, meeting and event arrangements. Runs business errands. Answers phones and takes messages.

· Ensures operation of equipment by completing preventive maintenance requirements; calling for repairs; maintaining equipment inventory; evaluating new equipment and techniques.

· Generate, edit, disseminate company documents, spreadsheets. Ensure timely distribution of correspondence and mails out member information packets, newsletters, and elections notices.

· Maintains supply inventory by assessing stock to determine inventory level; anticipates needed supplies; places and expedites supply orders; verifies supply receipts.

· Assist in the coordination of member surveys as well as other internal/external events and programs.

· Performs all other duties as assigned.

SUPERVISORY RESPONSIBILITIES: This position does not have any supervisory responsibility.

QUALIFICATIONS:

· Experience in the following responsibilities: customer service, non-profits, claims reimbursement, newsletter production, and administrative support.

· Proficiency in the areas of teamwork and relationship building

· Proficient computer skills: Microsoft Office (Word, Excel, Outlook) pages, internet, CRM, Basecamp, Mailchimp and general office equipment.

· Excellent verbal and written communication skills (phone, email, etc.)

· Self-starter with ability to multi-task and set/achieve goals

· Occasional travel required

· Ability to work well with all levels of internal management and staff, Board of Directors and outside clients and vendors

· Must be personable, sociable and organized. Ability to multitask and solve issues in a subtle and cordial manner

EDUCATION and/or EXPERIENCE:

· High School Diploma, GED, or equivalent

· Knowledge of non-profit functions

· Office administrative and data input experience is required.

COMPETENCIES:

Demonstrates active listening skills, is organized, attentive to details, results-oriented, multitasks, can manage projects, has excellent communication skills, has a passion for learning, problem solving, is proactive, innovative, team-focused, self-motivated, and has a positive attitude.

ORGANIZATIONS CULTURE:

Here at the SDFRA you will be integrating into an organization that is driven by our mission to:

Assist firefighters and their families in times of need, and to promote awareness of Firefighter health and safety issues and the impacts they have upon families and communities.

OTHER SKILLS AND ABILITIES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL DEMANDS and WORK ENVIRONMENT: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work requires local travel and may require occasional overnight travel and weekend and/or evening work. This position must be able to provide the functions listed below.

· To remain in a stationary position 50% of the time and operate a computer and other office productivity machinery such as a calculator, printer and copy machine.

· Occasional move about inside the office to access file cabinets, office machinery,

· Frequently communicate with members and exchange information about their claims and benefits.

· Discern needs and potential eligibility to other resource programs and services.

· Effectively construct and convey correspondence and Newsletters.

· Occasionally moves arranges boxes and supplies weighing up to 30 pounds.