Personalized Care and Membership Representative (Lone Tree)

Lone Tree Family Practice is looking for a Personalized Care and Membership Representative to help grow the Personalized Care Medicine Program!

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

Position Summary

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.

This 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.

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 at Lone Tree Family as assigned by the Front Office Supervisor, Practice Manager, or designated leadership.

Required

• 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

• 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.

• 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.

• Position is performed in a well-lighted clinical environment. Standard office equipment includes computers, printers, copiers, fax machines, and telephones.
• Standard hours are generally ]]>