ArchWell Health Member Experience Advisor, reporting to the Member Experience Director, will be an integral part of the central services team. The Member Experience Advisor will provide direction and oversight in the development and maintenance of a comprehensive Member Experience program. The Member Experience Advisor will work with colleagues, providers and leadership to study, select, implement, analyze, report on and evaluate targeted strategies to improve member experience. The Member Experience Advisor will work collaboratively with leaders and others and serves as a change agent to improve the member experience in a measurable way and will serve as a resource on industry strategies in member experience excellence. The Member Experience Advisor will work with the survey vendor to review evidence-based strategies and national trends. This role also supports the design, execution, and analysis of health plan surveys to assess member satisfaction and identify opportunities for improvement, contributing to strategic initiatives that enhance overall member experience and drive performance in regulatory quality ratings.
Essential Duties/Responsibilities
• Facilitate the development of evidence-based, innovative and creative strategies for improving member experience in a measurable way. • Observe provider and center colleague interactions and deliver constructive, tactful feedback to support individual performance improvement. • Oversee activities related to member experience, including monitoring multiple teams as they implement and evaluate strategies. • Provide reports, information, and follow up to various teams to ensure that activities are implemented effectively and achieving expected outcomes. • Serve as a liaison between ArchWell Health and the survey vendor to gain knowledge, gather information, develop reports and troubleshoot. • Identify trends in patient experience scores and work collaboratively with management to develop action plans. • Lead assigned projects and programs by creating and executing workplans. • Present member experience information at team, provider and leadership meetings as requested.
Required Education and Experience:
• Bachelors degree or a minimum of 5 years of direct experience managing member experience initiatives within a healthcare delivery system or health plan • Knowledge of how healthcare is delivered and how member experience is measured by regulatory agencies • Advanced proficiency in Microsoft Excel, including the ability to create dashboards, charts, and visualizations that clearly communicate member experience performance to end users • Experience interpreting and applying CMS and other regulatory guidance related to member experience measurement • Strong analytical and communication skills, with the ability to translate complex data into actionable insights Knowledge, Skills, and Abilities: • Strategic thinker with a passion for improving the healthcare experience. • Excellent interpersonal and facilitation skills. • Ability to manage multiple project plans and priorities on an ongoing basis. • Ability to share data and provide coaching to center colleagues and providers in a concise and effective way. • Embodies and serves as a role model of ArchWell Health’s Values: ◦ Be compassionate ◦ Strive for excellence ◦ Earn trust ◦ Show respect ◦ Stay resilient ◦ Always do the right thing
Travel and Location
• Remote • Travel can be up to < 70%; role requires travel to various centers.
