Center Experience Lead

6 days ago

Las Vegas, Nevada, United States ArchWell Health Full time

ArchWell Health is a new, innovative healthcare provider dedicated to delivering exceptional care to seniors. Our mission is to create a warm and welcoming environment where our members feel at home.

About the Role

We are seeking a Membership Experience Manager II to oversee the daily operations of our centers and ensure a best-in-class experience for all members. In partnership with the Center Manager, you will be responsible for monitoring center throughput, member outreach, and metrics to drive continuous improvement. Your focus will be on front office and member experience, including direct responsibility for center performance metrics such as clinical quality of care, member satisfaction, staff satisfaction, productivity, revenue enhancement, managed care performance, and staff leadership.

Key Responsibilities
  • 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 appointments 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
Requirements

To be successful in this role, you should possess:

  • A strong customer service orientation, with a warm and welcoming demeanor
  • 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

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