Bilingual Member Experience Manager

Job Summary:

We are 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
• Excellent written and verbal communication

• 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