Concierge Patient/Member Experience Coordinator

About the role

The Member Experience Coordinator (MEC) is the initial point of contact for our clients (patients) and their primary role is to ensure our clients have an exceptional 5-star experience. The MEC assists clients (patients) by providing clinical and business office support in the clinics of Performance Health providers, such as, Physicians, Performance Health Coaches (PHCs), Client Experience Coordinators and extended team, as needed.

Responsibilities

• Maintain patient information in compliance with HIPAA regulations and state and federal statutes regarding the retention and storage of Protected Health Information (PHI)
• Complete program close/conversion process and any changes as needed per the center physician
• Receive and process all orders from patients. i.e., Prescription and/or over the counter (OTCs)/(Nutraceuticals)
• Maintains calendar appointments in accordance with the center team
• Office maintenance and coordination to include arranging office repairs and compliance with vendors, managing pick-ups/ deliveries, ordering and refilling office supplies (i.e. patient snacks, restroom supplies, etc.) and ensuring the office is presentable to all patients at all times. This may entail emptying trash and light housekeeping duties throughout the office
• Track consultations and take appropriate action when there is no response
• Supports Center Key Performance Indicators (KPIs) as it relates to the business and sales/retail components
• Ensures assigned center is exceeding sales targets, with responsibility for direct oversight and selling/education in support of center goals
• Collaborate internally with key cross-functional teams to brainstorm and develop the business
• Executes with Excellence: lead team to implement and execute all corporate initiatives, while delivering a positive Client Experience
• Optimizes in-store merchandising and brand presentation. Conduct regular inventory checks and elevate any issues to leadership as needed
• Meets regularly with leadership to conduct center business review meetings and plan strategically to deliver on defined results for sale/retail objectives
• Leads team to deliver a positive and compelling Client experience
• Any other assigned administrative duties as required
• Regular and reliable attendance is an essential function of the job

Requirements

• A relationship builder with high EQ and collaboration and communication skills that allow you to be effective at influencing a variety of stakeholders, including physicians
• Demonstrate a self-starter mentality with a roll of your sleeves and get things done, making tangible impacts to our collective success (nothing is beneath you)
• Relentlessly focused on optimization (entrepreneurial spirit), reaching our goals
• Familiarity with HIPAA compliance and healthcare best practices (nice to have)
• Must possess judgment, strong work ethic, professionalism, and integrity
• Understanding of basic math functions including division, multiplication, and percentages
• Punctual attendance and ensures work responsibilities are covered when absent
• Demonstrated accuracy and thoroughness in execution of assigned tasks

Qualifications

• High School diploma or GED
• 2+ years of client and/or patient facing sales/retail or service industry experience, with demonstrated responsibilities within administrative or operational support roles
• 2+ years of outpatient healthcare setting preferred
• Ability to maintain strict confidentiality regarding sensitive patient information and proprietary information
• Certified Medical Assistant (CMA) certification is preferred
• Must be professional, neat, and well-groomed in appearance
• Commitment to valuing diversity and contributing to an inclusive work environment