Member Relations Coordinator

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The Member Relations Coordinator (MRC) is the heart and smile of Absolute Care, accountable for concerns, experiences, and the voice of our members. The MRC facilitates continual member engagement as a voice and advocate for the member, providing direct support to members and care teams to ensure satisfaction and increase engagement and retention. The MRC serves as the point of contact for member feedback and annual surveys, works alongside local leadership for action planning and improvement, and collaborates with leadership for provider switch requests, disenrollment discussions, and disciplinary action planning.

The MRC has a thorough understanding of member engagement strategies aimed at improving member satisfaction, engagement, and retention, is responsible for leading the Member Advisory Council, and for the design and ongoing optimization of the Member Lounge and various member events.

• Ownership of member feedback process, including reporting, facilitating resolution, and follow‑up within a month’s timeframe.
• Collecting, encouraging, and preparing member success stories to present at Town Hall meetings, All Star Meetings, and Payer JOCs.
• Ownership of the Annual Member Survey process, including dissemination, collection, data summarization, and support of action plan development.
• Conduct informal patient satisfaction touchpoints and pulse surveys.
• Manage and maintain the Member Lounge, reporting damaged or missing furniture and discussing future improvements daily.
• Partner with SDoH departments for shared oversight and management of the Member Closet, Member Food Pantry, and Member Shower.
• Collaborate with Behavioral Health teams, provider teams, and center leadership for member disciplinary action processes, ensuring timely resolution and execution of action plans.
• Ownership of provider change request process related to member complaints or dissatisfaction.
• Coordinate Member Events and maintain the Member Events Calendar, promoting monthly and special events to PCPs, community members, and stakeholders.
• Lead Member Advisory Council meetings by obtaining and retaining member participation, collaborating with clinical departments on subjects, and acting as meeting facilitator and mediator bi‑monthly.
• Greet members daily with a warm smile and genuine concern, fostering a culture of trust and confidence between members and Absolute Care.
• Identify member needs through active listening and rapport building, using de‑escalation skills and emotional intelligence to resolve or prevent member issues.

• High School Diploma or equivalent required;
  Associate degree preferred.
• 2+ years of experience in customer, patient, or member service role, maintaining calm, respectful communication during member stress or emotionally charged situations.
• Computer proficiency with Microsoft Office, including basic Excel and Word skills, and ability to learn new software.
• Demonstrated experience working with culturally diverse communities.
• Strategic thinker capable of developing and implementing non‑traditional solutions with results, understanding patient populations and financial constraints.
• Excellent multitasking, organization, and communication skills.
• Ability to resolve obstacles quickly and develop real‑world solutions.
• Creative and enthusiastic approach to work.
• Team‑orientated with strong customer service orientation.

This job operates in a professional office environment in Absolute Care’s clinical centers, routinely using general office equipment.

• Clear communication of accurate information constantly.
• Ability to remain stationary for long periods.
• Handle repetitive movements and operate computer, keyboard, copy and fax machines, phone, and other general office equipment.
• Occasional lifting of objects up to 20 pounds.
• Move within the clinical center for up to an hour per day.

None.