Rural Health Advocacy Program Coordinator & Consumer Advocacy Specialist

Current Employees: If you are currently employed at any of the Universities of Wisconsin, log in to Workday to apply through the internal application process.Job Category:Academic StaffEmployment Type:RegularJob Profile:Outreach Program ManagerJob Summary:The Center for Patient Partnerships (CPP) seeks a manager advocate for the new rural health insurance program. The position will coordinate this new endeavor, lead helpline intake, one-on-one consumer education efforts and brief intervention advocacy services to qualifying clients to support access to health care. The efforts will assist rural Wisconsin consumers with understanding systems and processes that consumers must navigate to get coverage for their care. This position will oversee the day-to-day operations of the program, oversee program development—and implementation of policies and procedures— for intake and triage components of the program, assist with program quality assurance and reporting, track trends, and collaborate on system-level advocacy. The position will supervise implementation of intake and triage services, including supervision of a graduate student project assistant and graduate and undergraduate students.The mission of this new program is to support patients in using health insurance and coverage to gain timely, effective, and accessible health care in rural Wisconsin communities. CPP is an interdisciplinary, cross-campus center located within the College of Agricultural and Life Sciences (CALS) at the University of Wisconsin–Madison.  CPP operates as a medical-legal partnership and offers experiential learning opportunities for undergraduate and graduate students through coursework and community engagement.  Services include health advocacy and community resource navigation.  Our staff is mission-focused, creative, collaborative, and dedicated to making health care work for each and all. In addition to our service and teaching, we research patients' diverse lived experiences, needs, and challenges, and test and evaluate interventions.  Our model prioritizes systems change that advances access to timely, effective health care, and promotes patients’ personal agency in navigating their own health experiences. The  services will provide a combination of brief intervention and intensive advocacy support to clients, aiming toward problem resolution or appropriate referral for every case. This position will have service volume expectations.Responsibilities for this position include:Oversee the day-to-day operations of the programOversee telephone and web-based helpline intake and provide prompt, high quality, confidential brief intervention and intensive advocacy services until problem resolution, referral, or case dischargeDevelop and implement operating policies and procedures for helpline intake and brief interventions including consumer education and advocacy servicesDevelop training materials, train, and supervise staff and students to provide high quality one-on-one education and advocacy services regarding health insurance and self-funded plansContribute to system change activities and compilation of recommendations regarding changes to policy, processes, contracts, administrative codes, and statutes based upon trend identificationPromote continuous improvement through problem identification, reporting, and participation in internal and external meetings and convenings; and implement and incorporate best practices and new learningsKeep abreast of changing laws, regulations, and practices related to health coverageContribute to CPP broadly through participation in staff meetings, sharing of learnings, and office coverageOther duties as assignedKey Job Responsibilities:Reviews recommendations for and provides input on the design and development of new outreach programs or servicesSupervises the implementation of outreach-program-focused strategic planning initiatives and objectivesMay exercise supervisory authority, including hiring, transferring, suspending, promoting, managing conduct and performance, discharging, assigning, rewarding, disciplining, and/or approving hours worked of at least 2.0 FTE or equivalent employeesMonitors the unit or program budget and approves program expendituresDetermines outreach program needs and the personnel resource allocation planDevelops and implements operating policies and procedures to promote the outreach program in alignment with the strategic planDepartment:Center for Patient Partnerships (CPP)Compensation:The minimum starting salary for the position $75,000. However, final salary will depend on experience and qualifications. Employees in this position can expect to receive benefits such as generous vacation, holidays, and paid time off; competitive insurances and savings accounts; retirement benefits. Additional benefits information can be found at: https://www.wisconsin.edu/ohrwd/benefits/download/fasl.pdfRequired Qualifications:Program management experience managing enterprise-level, customer-facing programs (e.g., call centers, help lines or enrollment service, etc.)Experience working with and explaining regulatory, administrative, and/or enforcement proceedings related to health insurance claim disputes or consumer protectionExperience drafting training materials and/or workflow procedures for customer service functions, clearly outlining resources and step-by-step processes for effectively assisting customers*Please note, your resume and cover letter will be used to evaluate your written communication skills. Materials will be evaluated for the following: spelling, punctuation, organization, clarity, and attention to detail*Preferred Qualifications:Experience navigating health, insurance or social service systems with clients who face substantial life challenges such as: financial crises, chronic or acute illness, legal concerns, or difficulties accessing or using public benefits, etc.Experience with exporting and analyzing data from client databases and/or rep