Clinical Shared Services - Advisor, Member Experience

ArchWell Health • Nashville, TN

17h • Remote

About The Position

The ArchWell Health Member Experience Advisor, reporting to the Member Experience Director, will be an integral part of the central services team. This role will provide direction and oversight in the development and maintenance of a comprehensive Member Experience program. The Advisor will work with colleagues, providers, and leadership to study, select, implement, analyze, report on, and evaluate targeted strategies to improve member experience. This role will collaborate with leaders and others, serving as a change agent to measurably improve the member experience and will act as a resource on industry strategies for member experience excellence. The 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.

Requirements

• 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

Nice To Haves

• 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.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level