Member Rights Specialist - Wisconsin

Description

Our Mission

Empowering individuals. Strengthening communities. Inspiring futures.

Our Vision

To create a world we all want to live in.

Our Core Values

Kindness – We believe kindness is always possible and that no compassionate act is ever wasted.

Inclusion – We believe that open hearts and open minds are the only path to a brighter future.

Trust – We believe that honesty is still in style and that promises still have power.

Position Summary:

Under the general direction of the Member Rights Manager (MRM), this position provides support to Lakeland Care, Inc. (LCI) members and their representatives in understanding and exercising their rights and responsibilities related to Family Care, including due process procedures available to them in a grievance or appeal.   

This position assures members, LCI employees, and providers are offered the necessary education and support regarding member rights and organizational compliance with process deadlines as well as upholding and prioritizing members’ rights. In addition, this position represents LCI through verbal and written communication for hearings, committees and meetings, while providing support and guidance to members, member representatives and teams to create a culture of shared values and member satisfaction. This position is required under the DHS Family Care contract and requires regular collaboration with external parties such as: ombudsman, attorneys, WI DHS oversight staff, and Quality oversight staff (Metastar). 

 Essential Competencies:

Accountability

• Facilitate grievance and appeal processes including but not limited to: assisting members with due process rights; coordinating and leading mediation, pre-hearing meetings and hearings; investigating case notes and review of new material; ensuring all parties have related documentation for each case; drafting and sending all appeal and grievance correspondence and maintaining all case documentation in an organized, confidential and secure manner.
• Monitor Lakeland’s contractual responsibilities specific to Members’ Use of Personal Resources (MUPR) including consultation and providing education to care teams, as well as ensuring documentation of all MUPR instances.
• Assist in reviewing data to identify trends and opportunities for improvement and successes. 
• Participate in the annual external Quality review representing the Member Rights Specialist role.

Critical Thinking

Consult with senior leaders as needed when applying policy and contract interpretations, ensuring timely communication and escalation of issues with potential risk and/or impact to member health and safety and/or operations. 

• Gather information about member complaints, identify obstacles and strategies for conflict resolution and management.
• Actively participate in informal grievance/appeal resolution and member centered problem solving.

Commitment to Excellence

• Ensure availability of informal and formal resolution procedures of all appeals and grievances.
• Provide appropriate and timely follow-up, documentation, and mandatory reporting on all appeals, grievances, complaints, and concerns reported by members. 
• Maintain a well-organized case load and accurate record of communications, interactions and collaborations.

Interpersonal Awareness

• Assist with initial mediation to resolve member appeals and grievances through the following systems: LCI appeals, State Fair Hearing, Department of Health Services (DHS) reviews, and Lakeland local systems. 
• Serve as a liaison between members and care team (and others in the organization when appropriate) to facilitate problem solving, mediation and conflict resolution.

Relationship Building

• Assist Interdisciplinary Team (IDT) staff in providing support for members and their representatives in understanding their rights and responsibilities. 
• Build and maintain strong relationships with external agencies including: Disability Rights Wisconsin, Board on Aging and Long-Term Care Ombudsman and WI Department of Health Services staff.

Organizational Regard

• Maintain Lakeland’s Appeal and Grievance hearing committee; recruit committee membership as needed and ensure proper training of committee members.  
• Participate in variety of internal and external committees and workgroups as requested. 
• Coordinate training related to appeals and grievances and member rights for all relevant stakeholders.  

The duties listed above are typical for this position. These a