Regional Member Experience Lead

Ultipro; Fort Wayne (IN); On-site; USD 50,000 - 70,000; Full time

Job summary

American Health Advantage seeks a customer-service focused leader to support local service areas and oversee a group of nursing facilities. The role involves coordinating enrollment and ongoing member support, serving as a primary contact for plans and family inquiries, and maintaining strong relationships with facilities and care teams.

Responsibilities include monthly member meetings, regional network development, and reporting while ensuring CMS compliance.

Qualifications

• Experience in healthcare delivery with elderly patients.
• Exceptional interpersonal and communication skills.
• Ability to coordinate with nursing staff, doctors and administration.
• Proven track record of delivering outstanding customer service.
• CMS regulation compliance knowledge or willingness to learn.
• Strong organizational and time-management skills.

Responsibilities

• Coordinate with Insurance Producer to ensure seamless enrollment and customer service.
• Follow up with members to answer questions and provide plan updates.
• Provide frontline support with members, partner facilities and care teams.
• Develop and maintain relationships with regional network providers/facilities.
• Meet with members and/or family monthly.
• Maintain reporting on member status, facility calendars and issues tracking.
• Ensure all interactions comply with CMS regulations.
• Responsible for a group of nursing facilities and related services.
• Other responsibilities as assigned.

Skills

Interpersonal skills

Communication

Customer service

Team collaboration

Travel readiness

Microsoft Office

Education

Associates or better

Tools

MS Office Suite

Job description

American Health Advantage seeks a customer-service focused leader to support local service areas and oversee a group of nursing facilities. The role involves coordinating enrollment and ongoing member support, serving as a primary contact for plans and family inquiries, and maintaining strong relationships with facilities and care teams.

Responsibilities include monthly member meetings, regional network development, and reporting while ensuring CMS compliance.