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.