Center Admin - Member Experience Manager II

Company: ArchWell Health
Location: Fort Wayne
Posted on: June 2, 2025

Job Description:

Center Admin - Member Experience Manager IIOmaha, NE, 5401 N 90th St, Omaha, Nebraska, United States of America Req #13179Membership Experience Manager IIArchWell Health is a new, innovative healthcare provider devoted to improving the lives of our senior members. We deliver best-in-class care at comfortable, accessible neighborhood clinics where seniors can feel at home and become part of a vibrant, wellness-focused community. Our members experience greater continuity of care, as well as the comfort of knowing they will be treated with respect by people who genuinely care about them, their families, and their communities.Job SummaryArchWell Health is seeking a Membership Experience Manager II to ensure a best-in-class experience for everyone visiting our centers. In partnership with the Center Manager, this role will oversee and monitor the daily operations related to member experience, focusing on front office functions. Responsibilities include managing center throughput, member outreach, monitoring metrics, and sharing data with the team. The individual will ensure colleagues go above and beyond to serve senior members, including monitoring wait times, scheduling engaging programming in the activity center, and actively responding to feedback. Under the direction of the Center Manager, the Membership Experience Manager II will provide supervisory support for clinical and non-clinical staff, assist with timekeeping, support operational initiatives, and ensure smooth clinic operations. The ideal candidate will be passionate about creating a warm, welcoming environment for seniors and have an aptitude for process improvement. Additionally, they will assist the Center Manager with performance metrics such as clinical quality, member and staff satisfaction, productivity, revenue, managed care performance, and staff leadership.Duties/Responsibilities

• Partner with the Center Manager to oversee and improve customer service and member satisfaction scores
• Respond to member inquiries, comments, and feedback across platforms
• Plan and deliver training and coaching to staff on member experience and quality improvement
• Manage daily center activities to ensure positive member experiences, including monitoring call volumes, service levels, wait times, follow-up appointments, member engagement, supplies, and service recovery
• Set programming schedules for member events in the activity center
• Assist in resolving member disputes
• Provide coverage and support additional responsibilities as needed to serve membersRequired Skills/Abilities
  • Strong customer service skills with a warm, welcoming demeanor
  • Passion for delivering quality experiences to senior members
  • High emotional intelligence and integrity; driven work ethic
  • Leadership experience preferred
  • Proactive in identifying areas for improvement and implementing solutions
  • Excellent attention to detail and organizational skills
  • Effective communication with diverse populations, including staff, providers, members, families, insurers, and vendors
  • Knowledge of healthcare functions, including clinical processes, billing, coding, reimbursement, and quality initiativesEducation and Experience
    • Bachelor's degree preferred or equivalent experience
    • At least three years of experience in hospitality, healthcare, or a high-touch client service environment
    • Healthcare or clinic experience preferred
    • Minimum one year of leadership or supervisory experience in relevant settings
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Keywords: ArchWell Health, South Bend , Center Admin - Member Experience Manager II, Executive , Fort Wayne, Indiana