Professional, Care Guide

At MVP Health Care, we're on a mission to create a healthier future for everyone - which requires innovative thinking and continuous improvement. To achieve this, we're looking for a Professional, Care Guide to join #TeamMVP. If you have a passion for personal connection and relationships, advocacy, and empowerment and independence this is the opportunity for you.

• Growth opportunities to uplevel your career
• A people-centric culture embracing and celebrating diverse perspectives, backgrounds, and experiences within our team
• Competitive compensation and comprehensive benefits focused on well-being
• An opportunity to shape the future of health care by joining a team recognized as a Best Place to Work For in the NY Capital District, one of the Best Companies to Work For in New York, and an Inclusive Workplace.

Qualifications you'll bring:

• Associates degree in a health or human services field preferred
• Minimum of 3 years successful experience working within a managed care or health services environment
• Experience in customer service and understanding and responding to customer needs
• Experience in positions where adherence to strict confidentiality and experience implementing process improvements is required
• Ability to empathize and 'be in the shoes' of MVP members, understand how issues impact them, and act as a member advocate. Willingness to meet directly with members, their families, advocates, in office, home settings or other as warranted by customers
• Commitment to high ethical standards in all work. Protects the privacy of member and MVP data and exercises discretion in handling confidential member information
• Deep knowledge of Medicare, Medicaid, Commercial programs and products and understanding of current health care market and products/resources available in the community, social services, and public resources
• Curiosity to foster innovation and pave the way for growth
• Humility to play as a team
• Commitment to being the difference for our customers in every interaction

Your key responsibilities:

• Complete new customer welcome calls and support their transition to the Plan.
• Provide ongoing information and assistance to customers to support accessing MVP programs, including connection with clinical programs and care management resources.
• Build enduring relationships with customers.
• Orient new members to specific product offerings and the services of the role.
• Ensure the customer has a significant degree of understanding of their benefits, eligibility for certain services, and talk through and coordinate transition of care items.
• Assist customers in addressing unmet needs recognizing that customers have needs beyond their standard benefit coverages.
• Facilitate reduction of care disruption or delays in care and connection to clinical programs and Care Management resources.
• Facilitate access to services which are culturally appropriate, meet the customer's stated need for service and enhance the quality-of-service delivery.
• Promote knowledge of health delivery system(s) to empower customer.
• Collaborate with MVP Quality Management to support performance measurements.
• Accountable for resolution of highly complex customer issues.
• Facilitate resolution of real and perceived disruptions of care as customer enrolls in MVP Medicare Advantage Product.
• Participation in cross-departmental and external meetings and activities supporting customer, including with Care Pods and provider partners.
• In-person attendance with Plan Guides at MVP events to support prospective customer inquiries.
• Contribute to our humble pursuit of excellence by performing various responsibilities that may arise, reflecting our collective goal of enhancing healthcare delivery and being the difference for the customer.

Where you'll be:

Hybrid in Schenectady, Rochester or Tarrytown

Pay Transparency
MVP Health Care is committed to providing competitive employee compensation and benefits packages. The base pay range provided for this role reflects our good faith compensation estimate at the time of posting. MVP adheres to pay transparency nondiscrimination principles. Specific employment offers and associated compensation will be extended individually based on several factors, including but not limited to geographic location; relevant experience, education, and training; and the nature of and demand for the role.

We do not request current or historical salary information from candidates.
MVP's Inclusion Statement
At MVP Health Care, we believe creating healthier communities begins with nurturing a healthy workplace. As an organization, we strive to create space for individuals from diverse backgrounds and all walks of life to have a voice and thrive. Our shared curiosity and connectedness make us stronger, and our unique perspectives are catalysts for creativity and collaboration.

MVP is an equal opportunity employer and recruits, employs, trains, compensates, and promotes without discrimination based on race, color, creed, national origin, citizenship, ethnicity, ancestry, sex, gender identity, gender expression, religion, age, marital status, personal appearance, sexual orientation, family responsibilities, familial status, physical or mental disability, handicapping condition, medical condition, pregnancy status, predisposing genetic characteristics or information, domestic violence victim status, political affiliation, military or veteran status, Vietnam-era or special disabled Veteran or other legally protected classifications.

To support a safe, drug-free workplace, pre-employment criminal background checks and drug testing are part of our hiring process. If you require accommodations during the application process due to a disability, please contact our Talent team at hr@mvphealthcare.com.

• 625 State St, Schenectady, NY 12305, USA
• Rochester, NY, USA
• Tarrytown, NY, USA