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AbsoluteCare · 2 months ago

Member Relations Coordinator

Chicago, IL

Full-time

Onsite

Entry Level

2+ years exp

AbsoluteCare is a healthcare organization dedicated to enhancing member experiences. The Member Relations Coordinator is responsible for advocating for members, ensuring their satisfaction, and facilitating engagement through various initiatives and support processes.

Health CarePersonal HealthTherapeutics

Responsibilities

Ownership for member feedback process includes reporting, facilitating resolution, and follow-up within a month’s timeframe

Collect, encourage, prepare, member success stories to be available monthly to present during Town Hall meetings, All Star Meetings, and Payer JOCs

Ownership for Annual Member Survey process which includes disseminating, collecting, input and summarizing data and supporting development of action plans

Conduct informal patient satisfaction touchpoints and pulse surveys

Manage and maintain the Member Lounge, through member activities, reporting damaged/missing furniture, and discuss future improvements daily

Partnering with SDoH departments for shared oversight and management of the Member Closet, Member Food Pantry, and Member Shower

Collaboration with Behavioral Health teams, provider teams, and center leadership for member disciplinary action processes including meeting with local leadership, care team, and affected parties to ensure timely resolution and execution of action plan

Ownership for provider change request process, related to member complaints or dissatisfaction with current provider, in collaboration with local leadership as needed

Coordinate Member Events and maintain Member Events Calendar. Promote monthly and special events to PCP, Community members and stakeholders to encourage participation and event success

Lead Member Advisory Council (MAC) Meetings by obtaining and retaining member participation, collaborating with clinical departments on subject, and acting as meeting facilitator and mediator bi-monthly

Greet members daily with a warm smile and genuine concern, using face-to-face opportunities to foster a culture of trust and confidence between members and AbsoluteCare

Identify Member needs through active listening and rapport/trust building and using de-escalation skills and emotional intelligence to resolve or proactively prevent Member issues

Qualification

Member engagement strategiesCustomer service experienceMicrosoft Suite proficiencyCulturally diverse communitiesCreativeEnthusiasticMulti-taskingCommunication skillsTeam orientedStrategic thinker

Required

High School Diploma or equivalent required; Associate degree preferred

2+ Experience in customer, patient, or member service role (or similarly relevant role), including maintaining calm, respectful communication in times of member stress or emotionally charged situations

Computer proficient in Microsoft Suite database searches including basic Excel and Word skills, with the ability to learn new computer software

Demonstrated experience working with culturally diverse communities

Strategic thinker: ability to analyze, develop and implement non-traditional solutions with results, understanding patient population and financial constraints

Ability to multi-task, highly organized, and excellent communication skills

Excel in developing real-world solutions and is quick to resolve and overcome obstacles

Creative and enthusiastic

Team and customer service oriented