Skills & Competencies for Member Services Director

Member Services Director job profile

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JOB SUMMARY for Member Services Director

Directs and coordinates all aspects of the health maintenance organization (HMO) member services department.

JOB RESPONSIBILITIES for Member Services Director

Plans and directs policies and objectives for addressing member inquiries. Establishes service quality goals for the department and implements strategies to meet these goals.

Member Services Director SALARY RANGE

BASE 50%
$136,352
TOTAL 50%
$153,473
Job Level
M04
Job Code
EX05000220
Education/Degree
Bachelor's Degree
Reports To
Top Management

Member Services Director Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Member Services Director skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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6 general skills or competencies (Job family competencies) for Member Services Director

1 Job Family Competencies – HIPAA Compliance
Proficiency Level -3
Skill definition-Abiding in the act protects sensitive patient health information from being disclosed without the patient's consent and knowledge.
Level 1 Behaviors
(General Familiarity)
Identifies the potential security and compliance risks according to HIPAA Privacy rules.
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Level 2 Behaviors
(Light Experience)
Participates in HIPPA Compliance risk assessment activities to support the evaluation of existing policies.
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Level 3 Behaviors
(Moderate Experience)
Executes the Security Safeguards of HIPAA regulations to guarantee security and privacy of information.
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Level 4 Behaviors
(Extensive Experience)
Leads the development of compliance training instructional design to deliver changes and updates to HIPAA rules.
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Level 5 Behaviors
(Mastery)
Leads our organization's changes in processes to achieve HIPPA compliance regulations and prevent violations.
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2 Job Family Competencies – Healthcare Industry
Proficiency Level -3
Skill definition-Applying healthcare industry knowledge to manufacture drugs and equipment and offer clinical and other healthcare-related support services.
Level 1 Behaviors
(General Familiarity)
Compiles a list of risks and regulatory challenges for healthcare industries.
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Level 2 Behaviors
(Light Experience)
Assists in implementing industry best practices to secure and protect confidential healthcare information.
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Level 3 Behaviors
(Moderate Experience)
Communicates healthcare policies and procedures to ensure compliance with professional practice standards.
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Level 4 Behaviors
(Extensive Experience)
Delivers healthcare education and training programs to bridge skill gaps in our organization.
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Level 5 Behaviors
(Mastery)
Designs and implements cost-effective strategies to optimize resource utilization within healthcare settings.
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3 Member Services Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Member Services Director
Proficiency Level - 4
5 Competency for - Member Services Director
Proficiency Level - 5

10 soft skills or competencies (core competencies) for Member Services Director

1 Core Competencies – Budgeting
Proficiency Level -3
Skill definition-Applying specific policies, tools and practices to plan and prepare projected revenues, expenses, cash flows, and capital expenditures.
Level 1 Behaviors
(General Familiarity)
Compiles a list of basic issues and risks for conducting our budget processes.
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Level 2 Behaviors
(Light Experience)
Applies established guidelines for conducting our budgeting processes.
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Level 3 Behaviors
(Moderate Experience)
Communicates budget objectives and plans to help identify financial trends and create budget forecasts.
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Level 4 Behaviors
(Extensive Experience)
Anticipates organizational income and expenses to make forecasts and develop budget plans.
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Level 5 Behaviors
(Mastery)
Adapts relevant industry trends on techniques in financial budgeting in our organization.
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2 Core Competencies – Service Excellence
Proficiency Level -4
Skill definition-The capability of consistently delivering outstanding customer experiences to meet and even exceed customers' expectations.
Level 1 Behaviors
(General Familiarity)
Describes different levels of service that exceed, meet or fall short of expectations.
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Level 2 Behaviors
(Light Experience)
Complies with service agreements entered into with customers or provides early notice of any deviations.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine whether any problems remain after initial resolution and seek feedback.
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Level 4 Behaviors
(Extensive Experience)
Addresses conflicts or difficulties with customers proactively before problems escalate.
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Level 5 Behaviors
(Mastery)
Adopts the latest Customer Relationship Management (CRM) and Social Customer Relationship Management (SCRM) technologies and tools to improve customer service.
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3 Member Services Director - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Member Services Director
Proficiency Level - 4
5 Competency for - Member Services Director
Proficiency Level - 5

Summary of Member Services Director skills and competencies

There are 0 hard skills for Member Services Director.
6 general skills for Member Services Director, HIPAA Compliance, Healthcare Industry, Healthcare Knowledge, etc.
10 soft skills for Member Services Director, Budgeting, Service Excellence, Planning and Organizing, etc.
While the list totals 16 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Member Services Director, he or she needs to be skilled in Budgeting, be skilled in Service Excellence, and be skilled in Planning and Organizing.

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