Acting as the bridge between members and providers, The SMASH Service Manager is integral to our mission to provide access to health and wellness services to Puget Sound area musicians. As the SMASH Service Manager, you have the highest engagement level with our SMASH members and our network of health service providers. The goal of the SMASH Service Manager is to ensure the smooth utilization and implementation of the many moving parts that come together to create the services members receive and support providers to administer effective care.
Essential duties include, but are not limited to:
Member engagement:
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eligibility review and member onboarding
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member renewal
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member service navigation
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provides customer service and maintains relationships with members
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work with providers and the Communications & Outreach Manager to create clinics, workshops, and other wellness member events
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collects new service inquiries, conducts analysis on inquiries for trends, and recommends new programs and services from a data-driven perspective
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member data management and reporting
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cultivate an understanding of all relevant health and related resources, including health insurance, deep enough to work with members to sign up for Washington Apple Health plans and utilize benefits
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ensure that SMASH maintains compliant records and that all member data is kept secure and confidential
Provider engagement:
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doctor/clinic relationship management
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new provider onboarding
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coordinate the delivery and quality of services provided by individual providers or provider teams, and monitor the capacity and usage of services
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network with like-minded health organizations, health service providers, local, regional, and national organizations, government entities, and businesses for program synergies and in-kind service donations
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expand the geographic scope, diversity, and size of the SMASH provider network
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ensure operations function within budgetary constraints, create projections for future financial needs, manage provider billing and payments, and present financial realities to SMASH management
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service utilization data management and reporting
Service quality assurance management:
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monitor and improve member service utilization processes and practices
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ensure all providers offer culturally competent care
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collect feedback from members and providers on current and new services to create improvements
Other duties include but are not limited to the following:
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support Communications & Outreach manager at events, including event set up/tear down, tabling, and other outreach activities.
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periodic and specialized reporting for SMASH’s Executive Director, Board of Directors, federal and state funders, and grant foundations
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support in the projection and tracking of all program and organizational budgets.
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support Communications & Outreach Manager to develop and implement the member ambassador program
Education and Experience:
We require a minimum of four (4) years of work experience, focusing on social services/ social work, healthcare management, healthcare services administration, health insurance navigation, membership management, or a related field.
Knowledge and skills:
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ability to work with a diverse set of internal and external stakeholders to cultivate and manage relationships
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strong project management skills with excellent attention to detail
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process and procedure-driven while understanding that people come before the process
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comfortable with a high level of responsibility, accountability, and confidentiality
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must be capable of multi-tasking and effectively managing shifting priorities
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dedicated to shared and measurable goals with a focus on making an impact
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advanced knowledge of Microsoft Office/Google Office software (Microsoft Word, Excel, etc.)
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highly proficient with computers and databases
Physical Requirements: Long periods of being in a stationary position; operating a computer and other office equipment; frequently moving to/from various work areas locations; occasionally ascending/descending stairs; frequently communicating by phone and email; frequently remaining in a stationary position during meetings, discerning meeting content, expressing oneself, and exchange accurate information; frequently moving to/from off-site meeting and/or event locations; occasionally moves supplies and equipment weighing up to 25 pounds.
Working Conditions: Primary location is remote, with frequent meetings and event attendance at various off-site locations.
Supervision Received: The position reports to the Executive Director.
Supervision Exercised: Currently supervises no paid positions but may supervise interns and volunteers as appropriate
Starting Salary Range: Salary is determined by experience within the range of $55,000-$70,000, with the salary mid-point at $60,000.
Benefits: Stipend for benefits, generous PTO
To apply, please send a cover letter and your resume to [email protected]