Membership Concierge (Member Experience Coordinator)

Job Description

Job Description

Description:

Cenegenics is the global leader in longevity and performance medicine, transforming human health across 5 continents for nearly 30 years. Since 1997, we have been pioneering a new model of healthcare focused on helping people live longer, healthier, and higher-performing lives. We believe the future of medicine is not reactive disease management, it is proactive optimization, prevention, and performance. Our physician-led care model combines advanced diagnostics, precision medicine, data-driven protocols, AI, and personalized coaching to deliver measurable health outcomes beyond what traditional primary or concierge care typically achieves. By integrating nutrition, fitness, lifestyle, and medical optimization into a coordinated care experience, we help our members take control of their healthspan and unlock their full potential.

Today, Cenegenics serves patients across a growing global network and is building one of the most recognized brands in longevity medicine. As demand for proactive healthcare continues to accelerate, we are creating the platform, technology, clinical infrastructure, and talent network that will define the next generation of healthcare. 

About the Role (100% On-Site Monday - Friday)  

The Member Experience Coordinator’s (MEX) serves as the primary point of contact and personal advocate for our members - combining the attentiveness of a luxury concierge with the operational precision required in a high-performance healthcare environment. This role is responsible for delivering a seamless, white-glove experience at every touchpoint: from the moment a member enrolls through the full lifecycle of their program. The MEX Coordinator supports center operations both in-person and remotely, of all patient facing communications. Maintaining the warm, proactive, and anticipatory service standards expected of a world-class member experience. Core responsibilities include supporting Key Performance Indicators (KPIs) as it relates to the business and sales components, processes patient requests and maintains/updates files with Electronic Medical Record (EMR), assessment and consult scheduling, program conversions, specialty and standard lab order management, retention outreach, physician schedule support, member communication across all channels, cross-functional coordination with internal teams, and MEX team coverage. 

What You Will Do  

• Member Experience Coordinator functions as the primary MEX to centers.
• Maintain patient information in compliance with HIPAA regulations and state and federal statutes regarding the retention and storage of Protected Health Information (PHI). 
• Completes program close/conversion process and any changes to on-going program, per the center physician.
• Receive and process all orders from patients. i.e., prescription and/or over the counter (OTCs)/(Nutraceuticals), laboratory including specialty testing. 
• Maintains calendar appointments in accordance with the center Physician and Performance Health Coach.
• Handles medications such as counting, recording the number of doses given to patients or doctors and explaining how to properly take medications.
• Maintains patient profile/ digital chart, for accuracy and data integrity.
• Responsible for report tracking – follow-up communication, compliance, and reconciliation for all patient accounts.
• Effectively, timely, and professionally communicate both externally and internally.
• Assists in resolving complaints, delays, or service disruptions. Address member concerns with empathy, professionalism, and urgency.
• Anticipate member needs, flagging non-compliance and working alongside center team to ensure member success throughout program.
• Supports Center Key Performance Indicators (KPIs).
• Acts as an ambassador of Leadership Policies and Procedures. 
• Possible travel to provide center coverage as well as remote coverage across centers.
• Involvement in training and onboarding new team members. 
• Enhances member experience reputation by actively engaging with suggestions, piloting new programs, testing Salesforce functions and exploring opportunities to add value and efficiency. 
• Remain knowledgeable about company services, programs, and policies. 
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations.
• 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 
• 3+ years of Hospitality, guest services, or client-facing role and/or patient facing sales/retail or service industry experience, with demonstrated responsibilities within administrative or operational support roles 
• Administrative experience such as scheduling, data entry, correspondence, or record keeping
• Ability to maintain strict confidentiality regarding sensitive patient information and proprietary information 
• Must be professional, neat, and well-groomed in appearance 
• Commitment to valuing diversity and contributing to an inclusive work environment 
• Ability to multitask and triage incoming requests in a timely manner

How We Hire

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. We are looking for ambitious, mission-driven builders who want to do meaningful work at scale. Whether you are a clinician, operator, marketer, technologist, or business leader, you'll have the opportunity to work alongside exceptional people who are passionate about challenging conventional healthcare and creating a future where people can thrive for longer.

At Cenegenics, we believe excellence is a choice. We move fast, think big, embrace accountability, and are united by a shared mission. Join us in building the future of preventative healthcare and helping millions of people live better, longer, stronger lives.

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.