We are currently hiring for the

Maryland Behavioral Health Administrative Services Project!

ATHENA Consulting is an award-winning staffing firm serving state and local governments. Our mission is to make lives better! We make our Clients’ Lives Easier by engaging and supporting our clients and partnering with them to be the most knowledgeable staffing partner. We make our Employees’ Lives Better by identifying and cultivating their talents and matching these talents with our customers’ needs. ATHENA places a high value on customer service, accountability and getting the job done.

POSITION SUMMARY:

This FULL-TIME position ranges from $17-$19 per hour depending on experience and is in Hanover, MD. The Team Lead/Advocate For Consumer Quality Initiatives is responsible for building strong relationships with members, supporting new member onboarding, navigating and using their benefits, resolving issues and proactively closing gaps of care, and related duties as assigned.

This position is Hybrid, and must be in Maryland. This role will be in the office and or community 2-3 days a week. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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

• Building strong relationships with members, supporting new member onboarding, navigating and using their benefits, resolving issues and proactively closing gaps of care.


• Responsible for creating strong relationships with members and providers to provide the best experience and health plan outcomes.


• Interacts with members through outbound/inbound calls, chat, and written communication, as needed, to ensure a high level of engagement.


• Interprets plan benefit design, resolves claim, benefit, and enrollment issues while making a connection during the contact.


• Utilizes technology to advise and assist in increasing member's engagement into appropriate programs and offerings.


• Empowers members to use their healthcare benefits to improve their health and wellbeing.


• Provides superior quality outcomes by taking ownership of issues to ensure timely resolution or follow-up by problem solving and investigating complex issues and questions.


• Provides exceptional, professional, and courteous service to members. Comprehends the various cultural and linguistic needs of the assigned member population and knowledge of various health and social services available in the assigned region.


• Collaborates with cross functional teams to successfully resolve inquiries.


• Experience in successful resolution of high level/sensitive customer service issues preferred.


• Working with Participants, families, leading advocacy organization involvement supporting the Consumer Quality Team initiative efforts.


• Participate in developing department goals, objectives, and systems


• Participate in staff meetings and attend other meetings and seminars as assigned.


• Recommend new approaches, policies, and procedures, to continually improve efficiency of the department and services performed.


• Efficiently performs duties as assigned and works as a team within division and company.


• Perform other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal, written, and listening communication skills within the English language.


• Proven, high quality customer service (internal and external customers).


• Ability to work collaboratively.


• Solid ability to analyze situations carefully and adopt appropriate courses of action.


• Ability to understand and adhere to the duties, methods, and procedures required by the position.


• Excellent organizational skills and attention to detail.


• Ability to prioritize tasks.


• Ability to effectively communicate to large and small group audiences.


• Proficient with Microsoft Office Suite or related software.

EDUCATION/EXPERIENCE REQUIREMENTS:

• Requires a HS Diploma and a minimum of 3 years of experience in customer service or any combination of education and experience which would provide an equivalent background.


• BA/BS preferred.


• Requires lived experience or BH advocate with successful communications skills and interest in educating the community to support BH needs


• AA/AS and minimum of 2 years of experience in health services or behavioral health field or in a peer support services role; or any combination of education and experience, which would provide an equivalent background.


• Peer Specialist Certification required.


• Knowledge of care-coordination and case management concepts strongly preferred.

Physical Requirements:

• Possible prolonged periods of sitting at a desk and working on a computer.


• Must be able to lift and move up to 25 pounds at times.


• Standard hours of work Monday through Friday, 8:00 am – 5:00 pm.

Successful ATHENA employees will display the following characteristics:

• You strive to be the best in your field currently and in the future.


• You like to make your employer look good.


• You find solutions, where others only see problems.


• You are proactive, you make and meet commitments, and you perform your duties exceedingly well.


• You are aware of the employer’s needs at all times and are well-versed in what you personally and ATHENA can offer them as a whole.


• You have the ability to work with diverse, integrated, deliverable-driven teams to accomplish the larger mission.

The statements in this Job Posting are intended to describe the general nature and minimum level of work required. The content should not be construed as a complete list of all duties, responsibilities, and skills required to meet the criteria for this position. Upon request, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Application for employment is not intended to and does not create a contract or offer of employment and if hired, employment with the company is on an at-will basis and could be terminated at the will of either party.

ATHENA Consulting LLC does not discriminate in hiring based on federally protected classifications to include but not limited to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status, marital status or other characteristics protected by law. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.