Coordinator, Member Experience

Nashville, TN, USA * Virtual
Req #13098

Wednesday, May 21, 2025

Job Summary

ArchWell Health Member Experience Coordinator, reporting to the Member Experience Director, will be an integral part of the central services team. The Member Experience Coordinator plays a key role in managing and optimizing the member experience survey platform to support the organization's commitment to delivering high-quality care. This position is responsible for maintaining platform users, ensuring accurate and timely reporting of member experience data, scheduling training and assisting with resource development. Additionally, the Member Experience Coordinator will track key survey scores, compile data requests, and provide administrative support to ensure deadlines are met and initiatives run smoothly.

Essential Duties/Responsibilities

Survey Platform & Data Management:

• Maintain and manage user access for the member experience survey platform
• Pull and distribute member experience score data as requested
• Set up and maintain the platform for the delivery of member experience dashboards to centers and providers
• Ensure data accuracy and troubleshoot any platform-related issues

Training & Coordination:

• Schedule and coordinate training sessions
• Compile and communicate user's needs, ensuring all training materials are up to date
• Track and ensure key deadlines related to data submission, reporting, and project deliverables are met

Payer Survey Management:

• Obtain Consumer Assessment of Healthcare Providers and Systems (CAHPS) and Health Outcomes Survey (HOS) scores from multiple payer sites
• Ensure timely delivery of survey results and insights to leadership and relevant teams
• Identify trends and opportunities for improvement based on survey data
• Attend Payer meetings to capture pertinent data member experience data

Administrative & Project Support

• Attend meetings, take detailed notes, and track follow-up action items
• Assist with small projects related to member experience improvement
• Support cross-functional teams with data requests and reporting needs

Required Education and Experience:

• Associate degree or equivalent preferred
• Experience with survey platforms, data management, or reporting (preferred)
• Previous experience working in the healthcare field (preferred)

Knowledge, Skills, and Abilities:

• Proficient with Microsoft Office Suite products including Word, Excel, Power Point, and Outlook, and Teams

• Excellent verbal and written communication skills

• Ability to work independently and collaborate with cross-functional teams
• Ability to maintain professionalism and flexibility in a changing work environment

• Sensitivity to the diverse needs of culturally diverse staff, patients, and communities
• Embodies and serves as a role model of ArchWell Health's Values:

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  • Be compassionate
  • Strive for excellence
  • Earn trust
  • Show respect
  • Stay resilient
  • Always do the right thing
  
  
  
  

ArchWell Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to their race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected classification.