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 Member Experience Manager to ensure a best-in-class experience for everyone who visits our centers. In partnership with the Center Manager, the Member Experience Manager will be responsible for overseeing and monitoring the day-to-day operations of our centers in any area that pertains to the member. 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. The ideal candidate will be passionate about creating a warm, welcoming environment for seniors, with an aptitude for process improvement.
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 wait times, maintaining supplies, and connecting seniors to proper resources
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
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
Education and Experience:
Bachelor’s degree preferred, or equivalent experience
Minimum of three (3) years of experience in hospitality, healthcare, or another high-touch client services environment
Experience working in a clinic or healthcare setting preferred
ArchWell Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Health Care Provider
Industries
Hospitals and Health Care
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