Center Admin - Member Experience Manager

ArchWell Health; Vancouver (AL, WA); On-site; USD 40,000 - 80,000; Full time

Job summary

An innovative healthcare provider is seeking a Member Experience Manager to enhance the experience of senior members at their clinics. This role involves overseeing daily operations, ensuring high-quality customer service, and fostering a welcoming environment. The ideal candidate will have a strong background in hospitality or healthcare and a passion for improving member satisfaction. Join a forward-thinking organization dedicated to making a difference in the lives of seniors, where your contributions will help create a vibrant community focused on wellness and care.

Qualifications

• 3+ years in hospitality or healthcare with strong customer service skills.
• Ability to improve member experience and manage center operations.

Responsibilities

• Oversee daily operations to ensure a positive member experience.
• Respond to member feedback and improve satisfaction scores.
• Plan training for staff on member experience best practices.

Skills

Customer Service Orientation

Emotional Intelligence

Attention to Detail

Organizational Skills

Process Improvement

Education

Bachelor's Degree

Equivalent Experience

Job description

Center Admin - Member Experience Manager

BHMROE, 9174 Parkway East, Birmingham, Alabama, United States of America Req #12933

Monday, March 31, 2025

Work Location: 9176 Parkway East, Birmingham, AL 35235

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
  
• 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.