MEMBER GUIDE

About the role

The Membership Guide (MG) serves as the relational front end of the clinic. This is not a traditional front desk role. The MG helps prospective members:

• Feel seen and supported
• Understand which of our care pathways fits their needs
• Move forward through structured scheduling
• Navigate the transition from intake to membership with clarity

What You’ll Do

1. Guide New Inquiries

• Speak with prospective members who call, schedule online, or walk in
• Identify which care pathway they belong to
• Direct them toward the appropriate prescreening or intake appointment

2. Use Scheduling as the Primary Solution

• Move conversations toward structured next steps
• Avoid over-explaining or over-solving prematurely
• Reinforce clarity through process

3. Own the Intake-to-Membership Gap

• Follow up with members after their intake appointment
• Clarify membership structure and next steps
• Support enrollment into our 6-month membership model
• Track and follow up with those who need time before committing

4. Coordinate Clean Handoffs

• Work closely with front desk (MES), providers, and clinical staff
• Prevent confusion or role overlap
• Maintain documentation in our EHR (Cerbo)

Who This Role Is For

• You may be a strong fit if you:
• Naturally build trust quickly
• Are calm and steady in emotionally heavy conversations
• Prefer structure over chaos
• Can guide people without pressuring them
• Are highly organized and follow through consistently
• Want to grow within a mission-driven healthcare model

Tools You’ll Use

• Cerbo (EHR)
• Emitrr (text communication)
• Clinic phone system
• Website scheduling calendar
• Mac OS / Google Workspace

If you are drawn to mission-driven healthcare and want to help people take their first step toward meaningful change, we would love to hear from you.