WHP MEMBER SERVICES SPECIALIST (Health Department) - Control No.: 2606-5000-1846-0004

INTERNAL UNION APPLICANTS WILL BE GIVEN FIRST CONSIDERATION FOR UNION POSITIONS

DATE:

6/8/26

STATUS:

Regular, Full Time

HOURLY RATE

$24.0289

TITLE:

WHP MEMBER SERVICES SPECIALIST

GRADE:

108

LOCATION:

555 Towner

UNION AFFILIATION

AFSCME 2733 Unit B JOB SUMMARY Under the direction of the WHP Program Manager, and in conjunction with the enrollment team, works to plan and implement enrollment and member services for WHP members, including identifying referrals and assisting with enrollment in other programs and services, and including member education for WHP members. Makes rmendations and assists in policy and procedure implementation; may have programmatic responsibility in a specific area; may direct the work of office support staff; performs related work as assigned. Language preference - bilingual (Spanish) per the LOU. Funding for position is anticipated to end 6/30/2027 EXAMPLES

OF DUTIES

Characteristic Duties and Responsibilities:

Works directly with clients to ensure that their enrollment needs are met, and to ensure that clients are enrolled appropriately in any programs that will allow them to maintain and improve health and wellness. Works directly with clients to ensure that their membership needs are met, that they understand the Washtenaw Health Plan, and are able to access services to meet their ongoing needs. Does one-on-one client enrollment Assesses the appropriateness of enrollment as well as other client needs Provides member education to enrolling WHP members Assists office staff with and resolves problems; handles difficult client problems. Provides information to the public or to county staff in person or over the telephone that requires knowledge of Washtenaw Health Plan activities and functions and the application of policies, regulations and procedures. Involved with planning and implementation of process and product improvements for member services. Member of enrollment teammittee and active participant in decision-making for continuous improvement; assists in evaluation of existing program services and activities. Discusses findings with management staff and assists in implementing changes resulting from studies and analyses. Collaborates with enrollment team, member services and case management specialists on updates to the member handbook and other member education materials and sessions. Represents the WHP in contacts with other human service agencies, local officials and others to mobilize resources for clients and maintain positivemunity relations. participates on countymittees and in professional development activities. Trains staff in work procedures, participates in selection and work evaluation processes, as necessary. May have programmatic responsibility in a specified service delivery or internal support area as assigned. Performs other related work as assigned. The above statements are intended to describe the general nature and level of work being performed by employees assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

EMPLOYMENT QUALIFICATIONS

Knowledge of:

Policies, procedures, rules and regulations related to the WHP and other public health coverage programs. Office administrative practices and procedures, including filing, data processing,puter operations and standard software applications, and standard office equipment. Proper English usage, including spelling, grammar and punctuation. Skill in: Performing a variety of professional level analytical and operations support work without close supervision. Interpreting, ing and explainingplex laws, policies and regulations. Setting priorities, coordinating multiple projects and meeting critical deadlines. Using sound, independent judgment within established policy and procedural guidelines. Preparing and maintaining clear, concise, and effective written materials, and maintaining accurate records and files. Establishing and maintaining effective working relationships with those contacted in the course of the work. Training others in work processes and procedures. ing and explainingplex policies and procedures. Setting priorities, coordinating multiple projects and meeting critical deadlines.

PHYSICAL DEMANDS

Duties require sufficient mobility to work in a normal office setting and use standard office equipment including aputer, vision to read ed materials and aputer monitor and hearing and speech sufficient tomunicate in person or over the telephone. These requirements may be amodated for otherwise qualified individuals requiring and requesting such amodations. Specified positions may require possession of a valid Michigan driver's license.

EDUCATION

Two years of education in a field related to social work, public health, psychology, finance or equivalent.

EXPERIENCE

Three years of member/customer service work is desired. Experience with non-profit and/or health agencies is desirable. Demonstrated ability to work independently, without close supervision is necessary. This class description intends to identify the major duties and requirements of the job and should not be interpreted as all-inclusive. Incumbents may be requested to perform job-related duties other than those outlined above and may be required to have specific job-related knowledge for successful job performance.

FILING DEADLINE

7/7/26

CONTROL NUMBER:

2606-5000-1846-0004