What are the responsibilities and job description for the Member Experience Manager position at Root Causes Medical Clinic?
Root Causes is a fast-growing functional medicine clinic committed to uncovering and addressing the root causes of illness.
We’re looking for a Member Experience & Quality Manager to design and oversee every aspect of the patient journey, ensure quality and reliability at each touchpoint, and prepare our pioneering care model for scale.
What You’ll Do
- Build and maintain an end-to-end service blueprint of the member journey—from first touch through ongoing care.
- Personally configure and optimize EHR, CRM, and communication systems to reduce friction and improve data quality.
- Run recurring quality audits across calls, tickets, handoffs, and charting; address root causes and prevent repeat issues.
- Launch and manage continuous feedback loops with patients and staff; translate insights into weekly improvements.
- Partner with leadership and providers to ensure onboarding is fast, care delivery is smooth, and renewal/retention is strong.
- Make the daily work of clinic staff more delightful and easeful by streamlining workflows and eliminating unnecessary steps.
What We’re Looking For
- 4–8 years of experience in patient experience, healthcare operations, or quality management.
- Proven track record improving retention, NPS, onboarding, and no-show/cancel rates.
- Systems thinker comfortable with hands-on configuration of EHR/CRM/helpdesk tools.
- Strong written communication skills for member-facing copy and internal SOPs.
- Calm operator with a bias to ship weekly improvements.
- A quality mindset: able to spot and fix defects, and build durable processes that last.
- Empathetic and collaborative, balancing humanity with operational rigor.
Why Join Us
• Play a pivotal role in shaping and scaling a mission-driven functional medicine clinic.
• Work directly with visionary leadership in an entrepreneurial environment.
• Competitive salary benefits.
• Meaningful work: helping patients restore their health and quality of life while making clinic operations smoother and more joyful for staff.
Apply today to join the team designing and delivering the future of medicine today.