Member Services and Retention Coordinator Position Available In Plymouth, Massachusetts

Member Services and Retention Coordinator HYWNP Brockton, MA 02301 Position Overview The Member Services & Retention Coordinator plays a key role in maintaining member satisfaction, ensuring caregiver awareness of care plan requirements, and supporting documentation that enables smooth and uninterrupted service delivery. This position focuses on proactive communication with caregivers, accurate tracking of key member documentation (e.g., PCPs, physicals, Prior Authorizations), and general retention support. This role has no supervisory responsibilities. Key Responsibilities Communication & Retention Support Serve as the point of contact for caregivers regarding Prior Authorization (PA) status . Notify caregivers promptly when a PA has expired, is pending, or there are billing/payment issues that may impact compensation. Respond to caregiver concerns and provide guidance on required documentation or next steps. Maintain transparency and clear communication with caregivers to promote long-term engagement and satisfaction. Documentation Monitoring Track and manage due dates for: Annual physicals Primary Care Provider (PCP) forms Prior Authorizations (PA) Collaborate with the Care Coordinator or Nursing team to ensure documentation is received and submitted on time. Maintain accurate electronic records of member compliance and caregiver communications in the designated system. Advocacy and Coordination Assist members and their families in understanding insurance benefits and required documentation. Facilitate coordination with provider offices to obtain necessary paperwork (e.g., provider orders, physicals, PCPs). Provide culturally responsive and compassionate support to families and caregivers, including multilingual communication where possible. Performance Monitoring & Reporting The Member Services & Retention Coordinator will report results using the following: Weekly Status Report submitted to the Program Director, including: Total number of PA expirations flagged and resolved Number of caregivers notified and outcomes Status of PCP and physical form submissions Any member/caregiver concerns escalated for follow-up Monthly Dashboard Summary including trends in caregiver communication, retention risk flags, and documentation compliance rates.

Quarterly Performance Review to evaluate:

Retention metrics (e.g., % of caregivers retained with no disruption) Response time to caregiver inquiries Accuracy and timeliness of documentation tracking Qualifications High School Diploma/GED required; associate degree preferred. Experience in health care, adult foster care, or case coordination is highly preferred. Multilingual in Creole, Spanish, French, or Haitian preferred. Ability to manage multiple priorities and stay highly organized. Strong interpersonal and written communication skills. Proficiency in Microsoft Office and documentation systems. Core Competencies Clear and proactive communication Confidentiality and discretion Attention to detail and accountability Empathy and problem-solving Task management and follow-through

Job Type:

Full-time Pay:

$19.71 – $20.63 per hour Expected hours: 40 per week

Benefits:

401(k) Dental insurance Health insurance Paid time off Referral program

Shift:

Day shift People with a criminal record are encouraged to apply

Work Location:

In person