Member Relations Program Manager

1998

Remote?: 0

Highlights (Bonus, shift, relocation, info for job):

Job Summary

The Member Relations Program Manager is a core member of the Member Engagement team and serves as a cross-market team communicator and collaborator and program framework owner. This role will define the organization’s member relations program and support implementation within each of the markets in collaboration with the local teams.  The ultimate goal of the role and the program is to drive improved experience and satisfaction for AbsoluteCare members through the Member Relations team.

 

The Member Relations Program Manager works closely with executive and market leadership to develop programs that support AbsoluteCare’s mission of 5-star customer service and engaging and retaining membership. This includes designing, implementing, and measuring outcomes of member relations workflows and processes across all markets. This position serves as a subject matter expert (SME) for member relations including member experience, satisfaction, and retention efforts. The Member Relations Program Manager reviews and analyzes data to identify opportunities for process improvement and to support program success.

 

Functions include drafting and maintaining policies and procedures, job aides, training content, and program descriptions.

 

Duties and Responsibilities

• Define Member experience, satisfaction, engagement, and retention strategies, workflows, job aids, tools, technology, individual and team key performance indicators and reporting, including but not limited to:
  • Amplifying the member voice through success stories and feedback collection
  • Building a member event calendar for quality, engagement, hobby, disease specific, etc groups and events
  • Connecting members to AbsoluteCare services and the Member Lounge
  • Developing quarterly Member Advisory Councils and follow up action plans
  • Do Not Contact policies and processes
  • Disciplinary Action Planning
  • Member greeting and tours
• Collaborate across shared services and center functional areas to influence and create structure for the Member Relations program design and strategy.
• Act as the primary point of contact for the market Member Relations teams, collecting feedback from team members and communicating it back to the leadership team in an actionable way.
• Monitor implementation of changes to workflows and coach team members through the change.
• Aggregate and analyze data and information using internal tools, surveys, and available data to gather insights and propose actionable process improvements or program development.
• Evaluate adherence to Member Relations policy and procedures across all markets.
• Draft and maintain up to date Member Relations policies and procedures, job aides, training content, and program descriptions.
• Implement program structure in all local markets, working in collaboration with local market teams 
• Define and measure program outcomes, adjusting program strategy as needed to achieve organizational outcomes 
• Travel to local markets to review processes, data, and work with local teams to implement new programs and/or process improvements, as necessary. 
• Work closely with cross functional leadership (clinical, behavioral health, practice management etc.) to embed service recovery processes in the centers and clinical processes. 

 

Minimum Qualifications

• Bachelor’s level degree required
• 3+ years of experience establishing and implementing new programs and processes. 
• 3+ years of experience in social, community health, member engagement, program development and/or process improvement work.
• 5+ years of experience serving clientele with complex behavioral, physical, and SDoH needs.
• Excellent computer skills including Microsoft Office Suite (Outlook, Excel, PowerPoint, Word) and electronic medical record documentation.  
• Self-motivated with ability to make independent judgments and to act on
• Excellent oral and written communication skills with ability to format and present to internal and external stakeholders.
• Advanced ability to influence in a matrixed environment.
• Excellent organizational and time management skills to prioritize and meet deadlines.
• Experience leveraging data to drive outcomes and measure impact at individual and program level 
• Proven record of ability to lead through change in a dynamic environment.
• Ability to work independently, exercise good judgment, and creatively problem solve.
• Ability to travel up to 30%.

 

 

 

Working conditions

This job operates in a remote location from your home location.  This role requires a dedicated, quiet workspace with the ability to adhere to HIPPA and other privacy policies.  A reliable and high-speed Wi-Fi connection or home internet is required to perform the essential functions of this role.  This role will require approximately 30% travel to corporate offices and clinical care centers based on business need.

 

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.

 

Direct reports

None.

Why Work at AbsoluteCare?

At AbsoluteCare, we serve the most vulnerable individuals in America. These are our neighbors, people who are at higher risk for disease or who have multiple, complex, chronic illnesses. Often, they deal with an unequal healthcare system and wind up seeking basic care from emergency rooms. We take these patients out of those spaces and turn them into members: people who are entitled to some of the best, most focused care this country has to offer. 

We call this “care beyond medicine.” We have turned the doctor’s office into a comprehensive care center. Here, we surround our members with a core care team of doctors, nurses, social workers, and medical assistants who have the time and skills to get to know our members’ needs. We make the most important services available to our members under one roof. This includes a pharmacy, X-rays, a blood lab, nutrition services, urgent care, and much more.

We don’t stop at our four walls. We engage members in the communities where we all live to find the people who need us most. Through these community care teams, we remove the barriers to healthcare that so many people face daily. And it works. 

Our unique care is guided by our core values of accountability, caring, trust, and teamwork. We call it ACT².

AbsoluteCare, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, age, disability, genetics, protected Veteran status, or any other characteristic protected by law or policy.

EEO Employer Verbiage: AbsoluteCare, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, age, disability, genetics, protected Veteran status, or any other characteristic protected by law or policy.