About Evolve....

Evolve is the benefit manager to health plans for Home Modifications. We represent nationwide health plans with growing operations in several states. Evolve's network of providers are the best in the industry and have excellent experience in providing aging in place services.

About the Position....

The Member Experience Manager will be actively involved with grievance management, and member satisfaction. You are managing each grievance that comes from members to provide education and direct solution implementation for complete resolution. You will work closely with an Account Manager(s) for provider collaboration, request oversight, and troubleshooting. You will report directly to the Director of Payer Accounts.

Desired Skills:

• A go-getter. We aren't here to hold your hand. We need you to think on your feet and act.
• Excellent communication skills. You'll be calling many people so you cannot hide behind a voicemail or delayed responses.
• Have a keen eye for details. This is highly important when reviewing each request.
• Experience with Google Apps and products.

• Intake and manage all grievances, complaints, and incidents
• Intake all necessary information (note taking)
• Investigate all parties involved to understand the full experience
• Establish a plan of action to remediate the issues presented and work with related parties to fulfill that plan of action
• Manage On Hold requests
• Call members and Care Managers to resolve concerns received from completion surveys
• Help with aging pending estimates
• Be a liaison between Network Development and Dispatching on Pending Estimates

• Grievance Management
• Conflict resolution
• Effective communication skills (verbally and written through email)
• Basic computer experience
• College degree (at least 4 yrs) preferred
• English speaking is preferred; Spanish is helpful.

Work Remotely

• Not at first, but may become an option after proficient work is performed