Personalized Care and Membership Representative

OnPoint Medical Group is a physician-led network with a unique, progressive model of Physician Leadership in family, internal medicine, OB-GYN, and pediatric practices. We are committed to expanding access to high-quality healthcare in our surrounding communities in the most effective and affordable manner possible.

About the role

The Personalized Care Patient Care & Membership Representative serves as the first point of contact for patients and members and is responsible for delivering an exceptional, personalized, customer-service-focused patient experience. This role supports the daily front office needs of the practice while helping grow, market, and sustain the personalized care membership programs. The position combines high-touch patient service, membership education, program marketing, patient engagement, enrollment support, renewal coordination, and administrative follow-through.

The ideal candidate is professional, personable, service-oriented, and comfortable explaining the value and benefits of personalized healthcare programs to prospective and existing members. The representative plays a critical role in creating a welcoming concierge experience, strengthening patient relationships, supporting member retention, and promoting program awareness through consistent, patient-centered communication and outreach.

Responsibilities

• Customer Service & Patient Experience
  • Serve as the welcoming face of the practice and provide a warm, polished, high-touch experience to all personalized care members and prospective members.
  • Greet, assist, and guide patients with professionalism, discretion, empathy, and a strong hospitality mindset.
  • Personally manage personalized care member check-in and check-out processes, ensuring each interaction feels attentive, organized, and personalized.
  • Anticipate patient needs, help remove barriers to care, and escalate concerns promptly to support service recovery and patient satisfaction.
  • Answer incoming phone calls, personal care line messages, and patient inquiries promptly, accurately, and professionally.
  • Assist patients with portal enrollment, form completion, appointment preparation, and navigation of personalized care services.
  • Maintain patient confidentiality and HIPAA compliance in all communications and interactions.
  • Support front office operational excellence by helping with scheduling, demographic and insurance verification, payment collection, and general patient flow.
• Personalized Care Membership Program Support
  • Educate prospective and existing patients regarding personalized care membership offerings, program benefits, pricing, enrollment steps, and renewal expectations.
  • Conduct membership conversations and consultations in person, by telephone, or electronically using a consultative, patient-centered approach.
  • Schedule meet-and-greet visits for prospective new members and provide timely follow-up after the visit.
  • Guide patients through new membership enrollment, contract completion, renewal, and onboarding processes.
  • Maintain accurate membership records, contracts, payment records, due dates, renewal dates, and related documentation.
  • Monitor membership renewals, expirations, and retention opportunities; proactively contact members regarding renewals and program updates.
  • Track member utilization and engagement activities to support retention, service improvement, and leadership reporting.
  • Work cross-functionally between the EMR and POS systems to support accurate documentation, payment processing, and program coordination.
  • Maintain PCI DSS compliance when handling payment information and follow practice procedures for cash, check, cash box, and deposit activity.
• Program Marketing, Outreach & Growth
  • Serve as a knowledgeable ambassador for the personalized care programs and consistently communicate the value of enhanced access, personalized service, and wellness-focused care.
  • Promote program awareness through professional, patient-centered conversations with eligible patients and families.
  • Assist with marketing and patient engagement campaigns, including phone outreach, email communication, patient education materials, and follow-up workflows.
  • Support the development, organization, and distribution of program materials that explain membership benefits, services, pricing, and enrollment steps.
  • Maintain a prospective member pipeline, document outreach activity, and follow up with interested patients in a timely and service-focused manner.
  • Assist with planning, preparing for, and attending member appreciation events, open houses, meet-and-greets, and other activities designed to retain current members and grow the programs.
  • Identify opportunities to introduce practice services, wellness offerings, and personalized care program benefits in a manner consistent with organizational standards.
  • Provide feedback to leadership regarding common patient questions, barriers to enrollment, marketing opportunities, and ways to improve the member experience.
• Reporting & Analytics
  • Track and maintain regular reporting related to personalized care membership activity, customer service performance, program marketing activity, and membership growth.
  • Reporting may include new memberships, renewals, retention rates, membership terminations, and membership revenue.
  • Membership growth trends, prospective member pipeline activity, and outreach follow-up status.
  • Patient engagement activities, event participation, program education efforts, and campaign support.
  • Opportunities for process improvement, customer service enhancement, and program growth.
  • Provide regular updates to practice leadership regarding membership performance, service opportunities, marketing activity, and patient engagement trends.
• Administrative & Front Office Support
  • Schedule, reschedule, and coordinate appointments for personalized care members and prospective members.
  • Verify demographic and insurance information and support accurate front office documentation.
  • Collect copayments, balances, cash-pay service fees, membership fees, and other payments as appropriate.
  • Calculate applicable discounts accurately when directed by practice policy.
  • Streamline patient form completion and help personalized care members navigate required paperwork and digital tools.
  • Support other front office tasks when needed to facilitate uninterrupted practice operations.
  • Perform additional duties related to customer service as assigned by the Front Office Supervisor, Practice Manager, or designated leadership.

Requirements

• High school diploma or equivalent.
• Minimum of 2 years of customer service, healthcare front office, hospitality, sales, marketing, membership enrollment, or patient relations experience.
• Proven record of delivering high-quality customer service in a patient-facing or client-facing environment.
• Strong interpersonal, verbal, and written communication skills.
• Professional appearance, demeanor, judgment, and discretion.
• Ability to discuss healthcare services, membership benefits, pricing, and program value confidently and comfortably.
• Strong organizational skills, attention to detail, and ability to maintain accurate records.
• Ability to manage multiple priorities in a busy, fast-paced clinical environment.
• Proficiency with Microsoft Office applications and standard office equipment.
• Strong work ethic, high degree of integrity, positive attitude, and willingness to learn and improve workflows.

Preferred Qualifications

• Experience in primary care, concierge medicine, personalized care, hospitality, luxury service, wellness, or healthcare membership programs.
• Sales, marketing, outreach, event coordination, or membership program experience.
• Experience with EMR systems and POS systems.
• Associate degree or bachelor degree.

Skills

• Exceptional customer service and hospitality mindset.
• Relationship-building skills with patients, members, families, providers, and team members.
• Emotional intelligence, empathy, patience, and professionalism.
• Confidence discussing personalized care program benefits, pricing, and enrollment steps.
• Marketing-oriented communication and ability to promote program value without creating pressure or confusion for patients.
• Initiative, self-motivation, accountability, and strong follow-through.
• Problem-solving ability with a hands-on focus on details and service recovery.
• Attention to detail, data accuracy, and confidentiality.
• Passion for delivering an outstanding patient and member experience.

Work Environment & Physical Requirements

• Position is performed in a well-lighted clinical environment.
• Standard office equipment includes computers, printers, copiers, fax machines, and telephones.
• Standard hours are generally Monday through Friday; evening or weekend work may be necessary to support practice operations, events, or member engagement activities.
• Prolonged periods of sitting, standing, computer work, telephone use, and in-person communication are required.
• Physical and mental dexterity are required to perform all aspects of the job.
• Occasionally required to walk, stoop, kneel, crouch, or crawl.
• Frequently lift and/or move up to 10 pounds and occasionally lift and/or move more than 25 pounds.
• Specific vision abilities required include close vision, distance vision, and the ability to adjust focus.

Benefits

• Health insurance plan options for you and your dependents.
• Dental and vision insurance for you and your qualified dependents.
• Company-paid life insurance.
• Voluntary options for short-term disability and long-term disability coverage.
• AFLAC plans.
• FSA options.
• Eligible for 401(k) after 6 months of employment with a 4% match that vests immediately.
• Paid Time-Off earned.
• Bonus eligible.

Pay

Salary: $23.00 - $27.00 per hour.