Job Description
200 Ballardvale St, Wilmington, Massachusetts, 01887, USA
Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
The Member Success Manager will be responsible for creating and maintaining lasting member relationships, developing, and implementing strategies to increase member engagement and leading and coordinating staff to accomplish key objectives contributing to our strategic goal of delivering a seamless client and member experience. The position’s primary focus will be to develop a deep understanding of what brings value to members and will guide the organization’s strategy and implementation of programs that build relationships, educates members and encourages ongoing engagement. The position oversees an Engagement team who will fully own outreach to members to ensure positive, meaningful outcomes and increase utilization. The ability to engage members is an essential skill in this role. When the team can effectively connect with members, it creates a stronger bond between them, increases loyalty and leads to increased utilization and satisfaction.
To ensure successful member engagement, the Success Manager must possess strong communication skills, be able to interpret member feedback and fully understand member needs. When the team can effectively engage its members, it leads to higher utilization rates, more meaningful relationships, and improved overall performance.
Responsibilities:
- Develop and implement strategies to increase member engagement.
- Understand, articulate and advocate for the needs of our members to enhance revenue through satisfaction, retention and continuous improvement of Ametros’ services
- Manage relationships with member to ensure satisfaction and loyalty.
- Analyze data and metrics to determine the effectiveness of member engagement initiatives.
- Assist with building engagement reporting; working closely with BI team to track ongoing engagement and campaign progress.
- Develop and execute programs to strengthen member engagement and loyalty.
- Create and manage content that encourages members to treat.
- Collaborate with internal teams to understand member needs, develop new engagement opportunities and identify potential areas of improvement.
- Monitor feedback from members and take appropriate action to address concerns.
- Identify opportunities for improvement in existing member engagement initiatives.
- Balances member needs and business requirements, uses problem solving and decision-making skills to fully support members and drive toward an ideal outcome.
- Provide a single point of contact for complex and high-profile member issues.
- Works proactively to resolve member issues with internal partners and vendors.
- Identifies systematic gaps, workflow modifications, and coaching opportunities with internal teams to ensure a consistent and positive member experience.
- Support colleagues by providing coaching where needed including process and knowledge improvement.
Required Skills
- High school diploma or GED required.
- 7+ years of experience in a similar engagement role
- 3+ years of experience leading a team
- Strong customer service and communication skills
- Excellent organizational and planning skills
- Knowledge of member engagement strategies and tactics
- Ability to develop and implement effective member engagement programs
- Familiarity with segmentation, targeting, and personalization techniques
- Ability to analyze data to identify trends and opportunities for improvement
- Excellent problem-solving skills
- Proficiency in project management
- Ability to collaborate with team members and external stakeholders
The estimated salary range for this position is $90,000USD to $100,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer
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Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
The Member Success Manager will be responsible for creating and maintaining lasting member relationships, developing, and implementing strategies to increase member engagement and leading and coordinating staff to accomplish key objectives contributing to our strategic goal of delivering a seamless client and member experience. The position’s primary focus will be to develop a deep understanding of what brings value to members and will guide the organization’s strategy and implementation of programs that build relationships, educates members and encourages ongoing engagement. The position oversees an Engagement team who will fully own outreach to members to ensure positive, meaningful outcomes and increase utilization. The ability to engage members is an essential skill in this role. When the team can effectively connect with members, it creates a stronger bond between them, increases loyalty and leads to increased utilization and satisfaction.
To ensure successful member engagement, the Success Manager must possess strong communication skills, be able to interpret member feedback and fully understand member needs. When the team can effectively engage its members, it leads to higher utilization rates, more meaningful relationships, and improved overall performance.
Responsibilities:
- Develop and implement strategies to increase member engagement.
- Understand, articulate and advocate for the needs of our members to enhance revenue through satisfaction, retention and continuous improvement of Ametros’ services
- Manage relationships with member to ensure satisfaction and loyalty.
- Analyze data and metrics to determine the effectiveness of member engagement initiatives.
- Assist with building engagement reporting; working closely with BI team to track ongoing engagement and campaign progress.
- Develop and execute programs to strengthen member engagement and loyalty.
- Create and manage content that encourages members to treat.
- Collaborate with internal teams to understand member needs, develop new engagement opportunities and identify potential areas of improvement.
- Monitor feedback from members and take appropriate action to address concerns.
- Identify opportunities for improvement in existing member engagement initiatives.
- Balances member needs and business requirements, uses problem solving and decision-making skills to fully support members and drive toward an ideal outcome.
- Provide a single point of contact for complex and high-profile member issues.
- Works proactively to resolve member issues with internal partners and vendors.
- Identifies systematic gaps, workflow modifications, and coaching opportunities with internal teams to ensure a consistent and positive member experience.
- Support colleagues by providing coaching where needed including process and knowledge improvement.
Required Skills
- High school diploma or GED required.
- 7+ years of experience in a similar engagement role
- 3+ years of experience leading a team
- Strong customer service and communication skills
- Excellent organizational and planning skills
- Knowledge of member engagement strategies and tactics
- Ability to develop and implement effective member engagement programs
- Familiarity with segmentation, targeting, and personalization techniques
- Ability to analyze data to identify trends and opportunities for improvement
- Excellent problem-solving skills
- Proficiency in project management
- Ability to collaborate with team members and external stakeholders
The estimated salary range for this position is $90,000USD to $100,000USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer