Member Experience Coordinator

Overview IOA is on the forefront of revolutionary healthcare models, reshaping the way people can age in place. Our innovative models transform lives, enhance communities, and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design, we strive to consistently question the “status‑quo” and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life. With over 23 programs, we offer multiple ways to aid seniors maintain their health, well‑being, independence and participation in the community, fulfilling our mission. The Member Experience Coordinator serves as the welcoming front door to Compania and plays a central role in shaping the experience of individuals and families as they begin their journey with the program. This role is responsible for ensuring that every person connecting with Compania experiences a warm, coordinated, and supportive introduction to our services. The Member Experience Coordinator helps guide prospective and current members through the early stages of their journey with Compania by answering inquiries, supporting the scheduling of tours and visits (via Connect and others via direct referral), and helping create meaningful experiences that reflect the spirit of the program. Because many families reach out to Compania during uncertain or difficult moments, this role requires someone who is not only organized and responsive, but also deeply compassionate and able to create a sense of welcome, calm, and trust from the very first interaction. This role blends hospitality, coordination, and program support. The Member Experience Coordinator supports the Enrichment Center and the broader Compania service lines, helping ensure that members and families feel welcomed, informed, and connected from their first contact with IOA through their ongoing participation in services. Front Door and Member Experience 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 Scheduling and Coordination Schedule Enrichment Center tours, caregiver coaching consultations, and other introductory visits Coordinate initial appointments and ensure families have clear information about timing, location, and logistics Assist with scheduling transportation for Enrichment Center members when appropriate Coordinate 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 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 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 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 Assist 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 Assist 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. Compensation Range: $26 - $30 hourly. This amount is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education and other factors. This range does not include any additional equity, benefits, or other non‑monetary compensation which may be included. This role is central to ensuring that Compania’s programs are experienced not simply as services, but as a coordinated and compassionate journey for the individuals and families we serve. As Compania continues to grow, this role may evolve to include broader responsibilities in member experience design, community engagement, and program coordination. Institute on Aging is an Equal Opportunity Employer. Institute on Aging is committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants without regard to age, race, religion, color, national origin, sex, sexual orientation, gender identity, genetic disposition, neuro‑diversity, disability, veteran status or any other protected category under federal, state and local law. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr