Member Experience Coordinator

Key Responsibilities

• Serve as a primary point of contact for calls and inquiries related to Compania services
• Provide a warm, knowledgeable introduction to Compania’s programs and offerings
• Respond to referrals and inquiries coming from Connect, physicians, community partners, and families
• Help answer initial questions and determine appropriate next steps for prospective members
• Ensure callers and visitors feel welcomed and supported regardless of whether Compania services are ultimately the right fit
• Schedule Enrichment Center tours, caregiver coaching consultations, and other introductory visits
• Cookordinate initial appointments and ensure families have clear information about timing, location, and logistics
• Assist with scheduling transportation for Enrichment Center members when appropriate
• Cookordinate calendars and logistics with program leads including the Guide, Enrichment Center Manager, and Caregiver Coach
• Follow up with prospective members or families who scheduled tours or consultations but did not attend, helping reschedule when appropriate
• Return calls and emails from prospective members who have inquired about Compania services but have not yet scheduled a visit
• Manage incoming communications from current members regarding scheduling changes, such as adding or changing Enrichment Center days, reporting absences, or confirming attendance
• Tour and Visit Support
• Help facilitate tours of the Enrichment Center and introduce prospective members and families to the program
• Assist with hosting prospective members and families during their visit
• Help ensure that tours and visits reflect the welcoming, person-centered culture of Compania
• Member Experience And Hospitality
• Help create positive and memorable experiences for members and families
• Support special experiences such as welcoming new members, assisting with outings, or coordinating experiences such as trishaw rides or small group excursions
• Operate the trishaw or electric vehicle to provide prospective members and families with short rides around the Presidio or nearby areas as part of the Compania experience
• May occasionally accompany members on outings such as a short trip around the Presidio or to the beach when appropriate
• Help cultivate a welcoming and vibrant environment at the Enrichment Center so that prospective and current members feel part of a supportive community
• Provide a warm presence at the Enrichment Center and serve as a resource for members and families
• Program and Administrative Support
• Support intake coordination and assist with collecting initial information from prospective members
• May help prepare materials such as welcome packets, program information, and intake forms
• Aid with general administrative support including scheduling, documentation, and coordination across the Compania team
• Serve as a point of contact for current members and families calling with day-to-day questions related to scheduling, attendance, or program participation
• Track and communicate schedule changes or attendance updates to the appropriate program staff to ensure accurate planning and coordination
• Work closely with program leadership to ensure smooth coordination across service lines
• Transportation and Community Engagement
• Aid with member transportation coordination and occasional driving when appropriate (for example, picking up new members or supporting outings using Compania’s van; no special license required)
• Support Compania community engagement activities and events
• Collaboration
• Work closely with the VP of Compania, Guide, Enrichment Center Manager, Caregiver Coach, and Lifestyle Companion team to ensure seamless coordination across services
• Participate in team meetings and contribute insights from member and family interactions

Qualifications

• Bachelor’s degree required. Minimum 3 years’ experience in customer service, program coordination, healthcare navigation, hospitality, or community engagement or equivalent preferred
• Demonstrated emotional intelligence and ability to interact with empathy, patience, and sensitivity with older adults and families, particularly those navigating cognitive change or caregiving challenges
• Strong interpersonal skills and ability to create a welcoming and supportive environment for older adults and families
• Excellent organizational and scheduling skills
• Strong communication skills and ability to speak with families navigating complex situations
• Comfort working in a fast-paced environment with multiple responsibilities
• Commitment to person-centered service and respect for older adults and caregivers
• Valid driver’s license and willingness to occasionally assist with transportation if needed

Personal Qualities

• Warm, approachable, and empathetic
• High emotional intelligence, including the ability to listen carefully, respond thoughtfully, and support families who may be experiencing stress, uncertainty, or difficult transitions
• Highly organized and detail-oriented
• Flexible and solution-oriented
• Comfortable interacting with older adults and family caregivers
• Ability to maintain discretion and confidentiality