Membership Experience Manager II

ArchWell Health is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deliver best-in-class care at comfortable, accessible neighborhood clinics where seniors can feel at home and become part of a vibrant, wellness-focused community. Our members experience greater continuity of care, as well as the comfort of knowing they will be treated with respect by people who genuinely care about them, their families, and their communities.

Job Summary

ArchWell Health is looking for a Membership Experience manager II to ensure a best-in-class experience for everyone who visits our centers. In partnership with the Center Manager, the Membership Experience

Manager II will be responsible for overseeing and monitoring the day-to-day operations of our centers in any area that pertains to the member with a focus on front office and member experience. This will include direct responsibility for center throughput, member outreach, monitoring metrics and sharing data with the team. This individual will be responsible for ensuring our colleagues go above and beyond to serve our senior members, including monitoring wait times, scheduling engaging programming in our activity center, and actively listening and responding to feedback. At the direction of the Center Manager, the Membership Experience Manager II is expected to provide supervisory support for clinical and non-clinical staff, assist with timekeeping, support operational initiatives, and generally ensure the clinic operates smoothly and in a timely manner. The ideal candidate will be passionate about creating a warm, welcoming environment for seniors, with an aptitude for process improvement. The Membership Experience Manager II will assist the Center Manager with center performance metrics including clinical quality of care, member satisfaction, staff satisfaction, productivity, revenue enhancement, managed care performance, and staff leadership.

Duties/Responsibilities

• In partnership with the Center Manager, oversee and monitor a best-in-class customer service experience with demonstrated continuous improvement to member satisfaction scores
• Respond to member inquiries, comments, and feedback across various platforms
• Plan and provide training and coaching to center colleagues on member experience best practices and quality improvement
• Oversee the daily activities of the center to ensure members have a positive experience, including monitoring call volumes and service level, wait times, ensuring follow up appontments are made, engaging members assigned to Archwell Health, maintaining supplies, and service recovery.
• Set the programming schedule for member events in ArchWell Health's activity center
• Assist the Center Manager with resolving member disputes
• Provide coverage and take on additional responsibilities throughout the center in any way that serves the member, as needed

Required Skills/Abilities

• Strong customer service orientation, with a warm and welcoming demeanor
• Passion for providing a quality experience for our senior members
• Must possess a high degree of emotional intelligence and integrity; driven and focused work ethic
• Leadership experience preferred
• Ability to proactively identify areas for improvement and take the necessary steps to close the gaps
• High level of attention to detail and strong organization skills
• Excellent written and verbal communication
• Ability to work effectively with various seniorities and diverse populations including staff, providers, members, family members, insurance carriers, vendors and the public
• Knowledge of healthcare functions, including clinical functions, medical billing and coding procedures, reimbursement practices, and quality improvement initiatives

Education and Experience

• Bachelor's degree preferred, or equivalent experience
• Minimum of three (3) years of experience in hospitality, healthcare, or another hightouch client services environment
• Experience working in a clinic or healthcare setting preferred
• Minimum of one (1) year experience Leadership/Supervisory experience in hospitality, healthcare, or another high-touch client services environment