Rural Health Advocacy Program Coordinator & Consumer Advocacy Specialist

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 program
• Oversee telephone and web-based helpline intake and provide prompt, high quality, confidential brief intervention and intensive advocacy services until problem resolution, referral, or case discharge
• Develop and implement operating policies and procedures for helpline intake and brief interventions including consumer education and advocacy services
• Develop 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 plans
• Contribute to system change activities and compilation of recommendations regarding changes to policy, processes, contracts, administrative codes, and statutes based upon trend identification
• Promote continuous improvement through problem identification, reporting, and participation in internal and external meetings and convenings; and implement and incorporate best practices and new learnings
• Keep abreast of changing laws, regulations, and practices related to health coverage
• Contribute to CPP broadly through participation in staff meetings, sharing of learnings, and office coverage

Other duties as assigned

• Reviews recommendations for and provides input on the design and development of new outreach programs or services

• Supervises the implementation of outreach-program-focused strategic planning initiatives and objectives

• May 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 employees

• Monitors the unit or program budget and approves program expenditures

• Determines outreach program needs and the personnel resource allocation plan

• Develops and implements operating policies and procedures to promote the outreach program in alignment with the strategic plan

Center for Patient Partnerships (CPP)

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.pdf

• 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 protection
• Experience 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*

• 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 reporting data to stakeholders to demonstrate service targets and quality assurance
• Demonstrated experience providing client-facing services within rural communities, including an understanding of the distinct needs and challenges associated with rural populations
• Demonstrated experience in consumer advocacy and education in areas relevant to the position such as insurance, regulatory matters, or administrative law, particularly as it relates to health care

Master's Degree Preferred

To apply for this position, please click on the "I am a current employee" button or "I am not a current employee" button under Apply Now. You will be prompted to upload the following documents.

• Cover Letter
• Resume

Please note, there is only one attachment field. You must upload all your documents into the one attachment field. All listed application materials must be received to be considered.

Finalists will be asked to provide contact information (phone and email) for three references, one of which must be a current or former supervisor. References will not be contacted without prior notice.

It's important that your cover letter and resume reflect your experience for this position related to the Qualifications section. Your application materials will be used during our evaluation to determine your qualifications as they relate to the job. The most qualified applicants will be invited to participate in the next step of the selection process.

Please note that successful applicants are responsible for ensuring their eligibility to work in the United States (i.e. a citizen or national of the United States, a lawful permanent resident, a foreign national authorized to work in the United States without need of employer sponsorship) on or before the effective date of the appointment. University sponsorship is not available for this position.

• Criminal Background Check may be required.
• Evaluation Period may be required

Work Schedule:

Normal hours are between 8am-5pm, Monday through Friday, or as negotiated with supervisor. Occasional nights and weekends arerequiredfor this position.

Sonia Parker, HR Generalist

608-890-2547

sonia.parker@wisc.edu

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The University of Wisconsin System will not reveal the identities of applicants who request confidentiality in writing, except that the identity of the successful candidate will be released. See Wis. Stat. sec. 19.36(7).

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