Job Description

The Member Relations Coordinator (MRC) is the heart and smile of AbsoluteCare with accountability for concerns, experiences, and the voice of our members. The Member Relations Coordinator facilitates continual member engagement as a voice and advocate for the member.

The MRC provides direct support to our members and our care teams to ensure member satisfaction and increase member engagement and retention. The MRC serves as the point of contact for member feedback and annual surveys and works alongside local leadership for action planning and improvement. The MRC will be comfortable working with vulnerable membership populations and will have ownership of processes including provider switch requests, disenrollment discussions with the goal of service recovery and retention, and disciplinary action planning. The MRC will have a thorough understanding of member engagement strategies with the goal of member satisfaction, engagement, and retention and is accountable for leading the Member Advisory Council, as well as responsible for the design and ongoing optimization of the Member Lounge and various member events.

The Member Relations Coordinator is essential to AbsoluteCare by not only providing navigation through the systems at AbsoluteCare for our members, but by ensuring that member experiences are the absolute best from the oldest member to the newest.

Duties and 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.

Minimum Qualifications

• 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.

Working conditions

This job operates in a professional office environment in AbsoluteCare’s clinical centers. This role routinely uses general office equipment.

Physical requirements

• Ability to communicate clearly and exchange accurate information constantly.
• Ability to remain stationary for long periods of time.
• Repetitious movements.
• Constantly operates computer, keyboard, copy and fax machine, phone, and other general office equipment.
• Ability to occasionally move/lift objects up to 20 pounds.
• Ability to move around within clinical center up to an hour per day.

Direct reports

None.