Project Coordinator – Web & Mobile Member Experiences
Philadelphia, PA (Hybrid / Onsite Tues/Weds/Thurs)
W2 Contract
Job Description
We are seeking a Project Coordinator – Web & Mobile Member Experiences to support the implementation, enhancement, and day‑to‑day operations of digital member‑facing platforms, including the member website, member portal, and mobile applications.
This role is ideal for someone who thrives in a fast‑paced environment, is highly organized, and can work effectively both independently and collaboratively. The associate will partner closely with the Member Capabilities Manager and cross‑functional teams to ensure digital solutions are delivered with quality, consistency, and clear alignment to member experience objectives.
Strong communication skills are critical. This role requires attending meetings independently, gathering and clarifying requirements, proactively following up on action items, and clearly communicating updates, risks, and dependencies.
Key Responsibilities
Digital Platform & Operations Support
- Support the analysis, implementation, enhancement, and ongoing maintenance of digital member experiences across web, portal, and mobile platforms.
- Assist with operational support for member‑facing tools, including issue resolution, intake, triage, and follow‑up on incident tickets and enhancement requests.
- Support Admin Console configuration work when new client setups or changes are required to enable Provider Finder functionality.
Cross‑Functional Collaboration & Communication
- Attend meetings with technology and business teams.
- Capture, document, and communicate clear summaries of project update (risks, dependencies, decisions)
- Represent the Member Capabilities function in cross‑functional discussions, helping ensure alignment across business, technology, and vendor teams.
Requirements Gathering & Documentation
- Support requirements‑gathering sessions by documenting business needs, clarifying assumptions, recording decisions, and outlining follow‑up actions.
- Gather, document, and maintain business requirements (e.g., BRDs, user stories, workflows) to support solution design and delivery.
- Develop and maintain operating procedures, process documentation, and reference materials related to digital member platforms.
Agile Delivery & Continuous Improvement
- Participate in Agile ceremonies, including stand‑ups, sprint planning, backlog grooming, and retrospectives.
- Contribute to backlog refinement and prioritization by connecting business needs to member impact and delivery feasibility.
- Identify opportunities to improve processes, drive efficiencies, and support continuous enhancement of the member digital experience.
Required Qualifications
Top Three Qualifications
- Strong communication, documentation, and follow‑up skills, with the ability to attend meetings independently and clearly summarize updates, impacts, and risks.
- Experience supporting cross‑functional initiatives and coordinating work across multiple teams in a fast‑paced environment.
- Familiarity with digital member‑facing platforms, such as member portals or Provider Finder–type tools, with a focus on issue resolution and ongoing improvement.
Additional Requirements
- Bachelor’s degree in Business, Information Systems, Digital Media, or a related field, or equivalent practical experience.
- 2–5 years of experience in digital experience project support, business analysis, product operations, or platform support roles.
- Experience supporting web‑based platforms and mobile applications.
- Experience in Agile and/or Scrum methodologies.
- Demonstrated ability to manage multiple priorities.
- Strong attention to detail and ability to adapt to changing priorities.
Preferred Qualifications
- Experience supporting member portals, customer experience platforms, or digital ecosystems within healthcare or regulated environments.
- Exposure to digital roadmaps, enhancement initiatives, and prioritization processes.
- Familiarity with UX/CX principles and digital experience best practices.
- Experience working with third‑party vendors or external technology partners.
