Member Care Champion / Medical Assistant (San Mateo, CA)

About the role

Enara is a world-renowned obesity and medical weight loss start-up based in Silicon Valley, pioneering the use of data, digital, and clinical treatments to provide personalized plans with measurable results. Founded by people from Stanford, UCSF, Kaiser, ClassPass, and Evernote, Enara’s mission is to develop the first platform to scale obesity treatment. The Member Care Champion (MCC) plays a critical role in both Acquisition and Member Support, ensuring a seamless and supportive experience for members as they progress through their journey with Enara Health. This position is responsible for overseeing various components of the member journey, from initial lead outreach and conversion to ongoing support.

Responsibilities

• In-Person Diagnostic Appointments Check-in Process: Greet members, manage check-in efficiently, collect up-to-date insurance and payment information, measure and record vital signs accurately, and communicate effectively with providers.
• Perform Diagnostic Procedures: Conduct non-invasive diagnostic procedures including body measurements, body composition testing, metabolic testing, and EKGs, ensuring accuracy and compliance.
• Room Patients: Support in-person clinic days by assisting with patient rooming and ensuring smooth patient flow.
• Acquisition Outreach to Leads: Reach out to leads from designated clinics to schedule onboarding calls or in-person onboarding appointments at the San Mateo clinic.
• Complete Onboarding Calls: Conduct phone consultations to explain the program, answer questions, and attempt to convert leads to members.
• Complete In-Person Onboarding Appointments: Meet with leads at the San Mateo clinic to conduct in-person consultations, explain the program, answer questions, and convert leads to members.
• Reschedule Missed Initial Appointments: Follow up on missed initial appointments and reschedule promptly.
• Post-Consultation Tasks: Email new members, document notes in LeadSquared, and send handoffs to providers.
• Assist Other Clinics: Provide support to other clinic locations as needed.
• Support Member Support Team: Handle acquisition-related requests to support the member support team when needed.
• Reduce No-Shows: Remind new members of their initial medical and nutritional appointments to avoid no-shows and late cancellations.
• Performance Tracking: Update performance tracking tools to ensure progress toward monthly goals.
• Member Support and Engagement: Coordinate and schedule appointments for members, ensuring timely follow-up and continuity of care.
• Address Cancellations & No-Shows: Proactively reach out to members who have missed appointments, rescheduling as necessary to maintain engagement and retention.
• Manage Inbound Communications: Handle phone calls, voicemails, emails, and member app messages with patience and professionalism, providing timely and accurate responses.
• Cross-Department Coordination: Collaborate with other departments to address member concerns and ensure comprehensive and effective solutions.
• General Clinic Operations: Assist with day-to-day clinic operations including communicating with medication representatives, managing inventory, maintaining a clean and organized clinic environment, and coordinating shipment of materials to other clinic locations.

Requirements

• Minimum of 1 year related work experience in healthcare.
• Proficiency in Google Suite (Documents, Sheets, Forms).
• Proficiency with medical technology, including EMR and mobile apps.

Benefits

• Opportunities to advance into medical school, PA school, nursing school, or research roles at top institutions.
• Collaboration with a team that has published research papers.

Pay

$22 per hour + performance-based commission.

Schedule

Full-time, Monday–Friday, primarily 8:30 AM–5:00 PM, with alternating Mondays scheduled 7:00 AM–3:30 PM based on clinic coverage needs. Hybrid arrangement combining onsite work at the San Mateo clinic and remote work according to the established team schedule and clinic coverage needs.