Member Experience & Engagement Lead

AbsoluteCare; Philadelphia (Philadelphia County); On-site; USD 45,000 - 65,000; Full time

Job summary

AbsoluteCare seeks a Member Relations Coordinator to act as the voice of our members, driving engagement, satisfaction, and retention. You will support member feedback, surveys, and program events, partnering with care teams to address concerns and improve services.

You will lead the Member Advisory Council and help optimize the Member Lounge and related events. The role involves direct member interaction, collaboration with clinical and leadership teams, and ownership of processes from provider

Qualifications

• High School Diploma or equivalent required; Associate degree preferred.
• 2+ years in customer, patient, or member service role with calm, respectful communication under pressure.
• Proficient with Microsoft Office and basic data searches.
• Experience with culturally diverse communities.
• Strategic thinker with the ability to develop practical solutions.
• Excellent multitasking and organizational skills; strong communication.
• Creative and enthusiastic; team and customer-service oriented.

Responsibilities

• Own the member feedback process, including reporting, resolution facilitation, and monthly follow-up.
• Collect and prepare member success stories for monthly Town Hall and related meetings.
• Manage annual member surveys from dissemination to data summarization and action planning.
• Conduct informal patient satisfaction touchpoints and pulse surveys.
• Oversee the Member Lounge and organize member events; coordinate with leadership for improvements.
• Collaborate with SDoH, Behavioral Health, and center teams on member-related processes.
• Lead provider change requests in collaboration with local leadership as needed.
• Coordinate and promote Member Events; maintain the events calendar.

Skills

Customer service experience

Microsoft Office

Cultural sensitivity

Strategic thinking

Multitasking

Communication skills

Creativity

Teamwork

Education

High School Diploma or equivalent

Associate degree preferred

Tools

Microsoft Excel

Microsoft Word

Job description

AbsoluteCare seeks a Member Relations Coordinator to act as the voice of our members, driving engagement, satisfaction, and retention. You will support member feedback, surveys, and program events, partnering with care teams to address concerns and improve services.

You will lead the Member Advisory Council and help optimize the Member Lounge and related events. The role involves direct member interaction, collaboration with clinical and leadership teams, and ownership of processes from provider