Manager Member Experience

Celebrated as the #1 Top Workplace in the D.C. region for 2023 by The Washington Post, Goodwin Living is more than a team - it's a global family of individuals who represent more than 65 countries.

Why Our Team Members Vote Us #1

Goodwin Living ranks #1 thanks to team members who respond to an annual survey conducted by a neutral, third-party resource. Here are some reasons they honor us with this ranking:

Embracing Diversity: Our strength is in our diverse team from over 65 countries, fostering an inclusive and vibrant culture that values every voice.

Growth and Opportunities: We bolster personal and professional development, offering myriad opportunities, from on-the-job training to mentorship programs and financial support, to help you reach your full potential.

Valuing Our Team Members: By prioritizing team member satisfaction, we create a fulfilling work environment with competitive benefits, work-life balance, and recognition programs, ensuring our team feels appreciated and valued.

ABOUT OUR GOODWIN LIVING AT HOME TEAM | GOODWIN LIVING AT HOME

Goodwin Living at Home (GLAH), a service line of Goodwin Living, is a membership-based, program designed for independent, active older adults who want to ensure they can age in the ways and places they choose. Our unique program combines insurance-like coverage with coordination of care services and supports brought to members, wherever they call home. Our team is a group of aging experts who guide members on the necessary services they need to age in place.

POSITION OVERVIEW

The Manager Member Experience is a dynamic and compassionate leader that will play a pivotal role in ensuring the seamless delivery of services and exceptional experiences for our senior members as they age in place. The Manager Member Experience is responsible for overseeing the day-to-day operations of the Care Coordination team and ensuring the financial health and sustainability of the Goodwin Living at Home program while maintaining high-quality care and services for members.

JOB DUTIES

• Lead, mentor, and develop a team of compassionate Care Coordinators dedicated to supporting senior members.

• Provide ongoing training and support to ensure staff are equipped to deliver exceptional care and service.

• Participate in the development and execution of operational strategies to ensure the efficient and effective delivery of services to senior members.

• Oversee day-to-day operations, including staffing, scheduling, and resource allocation, to meet the needs of senior members.

• Responsible for supporting a case load of members, serves as back-up to Care Coordinators as needed due to vacancies or PTO, and manages/participates in the after-hours on-call schedule rotation.

• Manage the work of the Care Coordinators and all matters related to coordinating care for members including timely coaching, counseling, and performance evaluation of all direct reports.

• Manages the recruitment, hiring and job terminations of Care Coordination team.

• Leads and serves on the Care Coordination team and provides direction and expertise on decisions related to applicant's meeting the enrollment criteria and member's change in level of care needs.

• Responsible for medical record review of prospects and meetings with Sales team and/or Medical Director on non-qualifying applicant decisions.

• Provide guidance and support to the Care Coordinators, members, and service providers to foster a culture of empathy, respect, and trust to promote positive member experiences.

• Leads clinical team meetings to discuss member's biopsychosocial needs and skilled/ non-skilled care needs.

• Implement programs and initiatives to enhance member engagement and satisfaction.

• Establishes guidelines for documentation related to care and services coordinated for members. Ensures the Care Coordinators documentation is timely and complete.

• Develops lists of vendor partners for referrals of services to support seniors as they age in place not covered by the GLAH Member contract.

• Develops a network of sub-contracted service providers. Interviews, selects, negotiates rates and completes contracts with all service providers, including home care agencies, transportation providers, etc. necessary to ensure exceptional delivery of services.

• Collaborates with Goodwin Living owned and operated services that may be added to the list of offerings such as home safety assessments and modifications, home health, home care hospice, etc. Negotiates rates and develops internal processes for continuity of member care.

• Obtains and reviews required documents from new perspective service providers to ensure they meet GL and GLAH standards and manages quality monitoring initiatives.

• Establishes quality measures for contracted service providers and determines the frequency for reviewing the measures.

• Meets with contracted service providers at least yearly to update standards of care for GLAH and ensure competitive pricing is maintained. Ensures that high quality services are consistently provided to members and that any Member concerns about a provider are quickly and efficiently addressed.

• Develops and implements internal policies, procedures, and processes to promote positive clinical outcomes between GLAH, its contracted service providers, and all Life Plan Communities (LPCs).

• Establishes metrics for GLAH to promote quality of care and financial stewardship, by tracking and reporting data.

• Implements educational initiative for all Goodwin Living staff, all Life Plan Communities and hospitals that serve our member population to increase understanding regarding how GLAH serves its members working, when applicable, with other GL service lines on education opportunities.

• Partner with the Sales/Membership Coordinator in-person and virtual member events monthly. Develop and implement at least 2 to 3 Member Only educational and/or social events annually.

• Provide updates to the Executive Director regarding departmental goals and objectives and product, procedure, and service enhancements for members. Reviews and assists with monthly billing of member's financial benefits.

• Participates in annual budgeting process for Virginia and DC market related to clinical operations. Completes comparison to identify annual nursing home, Assisted Living and Memory Care rates to make recommendations for changes in the Disclosure Statement filed annually in January with the Commonwealth of Virginia Bureau of Insurance and the Department of Insurance, Securities and Banking in the District of Columbia.

• Participates in updates to disclosure statements.

• Perform other duties related to the daily operations of the clinical team.

JOB REQUIREMENTS

• Bachelor's degree in social work, nursing, Health Care Administration or a related field; master's degree preferred.

• Clinical experience in a relevant field such as social work, nursing, therapy, or community-based services; certification as a dementia practitioner preferred.

• Minimum of 3-5 years of experience in healthcare operations management, with a focus on senior care or aging services.

• Proven leadership experience, with the ability to inspire and motivate teams to achieve organizational goals.

• Strong understanding of senior care principles, including aging in place, care coordination, and member engagement.

• Ability to establish and maintain positive relationships with members, supervisors, peers and community agencies.

• Ability to work well under stress.

• Completes assignments accurately and in a timely fashion, works independently and manages time effectively.

• Must exhibit a high degree of initiative and creativity, good judgment, problem solving ability and professional ethics.

• Excellent verbal and written communication skills.

• A strong commitment to quality care and service and a sensitivity to the needs and concerns of older adults.

WHY WORK FOR GOODWIN LIVING?

We are proud to offer the following to Full-Time Staff and exceptional benefits for Part-Time Staff who meet eligibility requirements (*):

• Health/ Dental/ Vision Insurance

• Life Insurance

• Disability Insurance

• *Financial assistance with U.S. Citizenship application and DACA

• *Tuition Assistance

• *Paid Time Off

• *401(k) Plan

• *Fitness Center

• *Student Loan Repayment Assistance for clinical positions

• And More

Goodwin Living provides a supporting and enriching work environment and is proud to be an Equal Opportunity Employer as well as an AARP Employer Pledge Signer.