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    Member Experience Manager - Tucson, United States - ArchWell Health

    ArchWell Health
    ArchWell Health Tucson, United States

    1 week ago

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    Description
    Member Experience Manager

    Tucson, AZ, USA
    Req #11442

    Thursday, April 4, 2024

    Work Location: 5100 E Broadway, Tucson, AZ 85711

    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.

    Other details

    Job Family
    Center Admin Team

    Pay Type
    Salary


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