(Office Admin) - Patient/Member Experience Coordinator

Job Description

Job Description

Description:

We empower high-performing individuals to extend their healthspan, optimize vitality, and perform stronger, at every stage of life. Using advanced diagnostics, 270+ biomarkers, and personalized programs that include hormone optimization, nutrition, exercise, and physician oversight, Cenegenics delivers comprehensive, data-backed health solutions. Because longevity medicine is more than labs, – it’s transformation. Trusted by executives, elite performers, and physicians themselves since 1997.

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 patients 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. This position is administrative in nature, with some emphasis in helping to facilitate the sales process/support our Program Consultants, as well as establishing/maintaining vendor contracts and support of building management and maintenance needs. As such, the MEC is responsible for tracking and scheduling consultations for follow up appointments, meeting with Center physicians, PHCs and Clients (patients), answering phones, emails/texts, ordering patient lunches and assisting in the closing-out of consultations to deliver a seamless client experience. The MEC supports Center Key Performance Indicators (KPIs) as it relates to the business and sales/retail components, processes patient requests and maintains/updates files with Electronic Medical Record (EMR).

What You Will Do

Clinical 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
• Perform admin tasks such as scanning, filing, data entry, and answering phones
• Schedule lab reviews and patient follow-ups virtually and/or in-person
• Work with physicians & PHC to process program closes
• Educates patients by providing medication and diet information and instructions, answering questions in conjunction with physician and PHC
• Completes records by recording patient examination, treatment, and test results
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations
• Enhances Performance Health Center reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
• Handling medications such as counting, recording the number of doses given to patients or doctors and explaining how to take medications

Sales/Retail Responsibilities:

• May assist in the facilitation of cross-selling additional services and/or upsell services, with support of the physician and PHC, including referrals (friends & family sales)
• Supports Center Key Performance Indicators (KPIs)
• Ensure 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
• Execute with Excellence: lead team to implement and execute all corporate initiatives, while delivering a positive Client Experience
• Optimize in-store merchandising and brand presentation. Conduct regular inventory checks and elevate any issues to leadership as needed
• Meet 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

What you bring to the table

• 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

Minimum 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

Who we are?

Great care and thoughtful consideration go into every hiring decision we make, and we’re proud of the team and culture we continue to build at Cenegenics. As a physician-led, concierge longevity and performance health company, we look for individuals who are passionate about delivering an exceptional experience and committed to excellence in everything they do. We strive to create an environment where employees feel empowered to grow, contribute meaningfully, and do their best work. In addition to professional development opportunities, our team enjoys company-wide initiatives and actives through our Culture Club, including wellness challenges, charitable efforts, and team engagement events. If you are driven by purpose, service, and high standards – and want to be part of an organization focused on helping people live better, longer lives, we invite you to explore opportunities with Cenegenics and submit your application.

What we value

• Family – we are a team that takes care of one another and helps each other perform at our best
• Possibilities – we make the impossible possible. To our members we say, “We can make that work”
• Excellence – in everything we do, big and small, we do it right – consistently
• Integrity – we speak up and do the right thing
• Collaboration – new ideas are best actioned together
• Diversity – different backgrounds and perspectives better everything we do
• Innovation – out of the box thinking happens every day here!

Investments in your health

• A flexible working environment
• 100% employer-paid employee medical, dental, vision, short-term disability and life insurance/AD&D for eligible employees
• Voluntary health benefits (life insurance, critical illness, and accident coverage)
• Health Savings Account with company contributions (subject to plan selection)
• Employee Assistance Plan (EAP)
• Worldwide Emergency Travel Assistance Program
• Paid vacation, sick, bereavement and jury duty for eligible employees
• 10 paid holidays annually
• Education assistance program
• Employee Referral Program
• Paid volunteer time off and team events
• Generous 401(k) company match
• Gym dues reimbursement
• Employee Discounts
• Other great perks and benefits!

Cenegenics is an Equal Opportunity Employer

Cenegenics is an Equal Opportunity Employer. Cenegenics policy is not to discriminate against any applicant or employee based on actual or perceived—or association with others of an actual or perceived—race, color, religious creed, sex or gender, national or ethnic origin, age, physical or mental disability, medical condition (including pregnancy, childbirth, and related conditions), genetic information, gender identity or expression (including transgender status), sexual orientation, marital status, veteran status, citizen or immigration status, or any other basis protected by federal, state, or local laws. Cenegenics also prohibits harassment of applicants and employees based on any of these protected categories. Cenegenics participates in E-Verify.

Not sure if this is you?

We want a diverse team, with a broad range of experience and perspectives. If you don’t meet 100% of the above qualifications, you should still consider applying. We carefully consider every application, and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.