What are the responsibilities and job description for the Center Admin - Member Experience Manager II position at ArchWell Health?
Center Admin - Member Experience Manager II
Holiday, FL, USA Req #12579
Tuesday, January 28, 2025
3346 US HIGHWAY 19 HOLIDAY FL 34691-1846
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
Education and Experience
Other details
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