Concierge Program Coordinator IV

Sutter Health•San Francisco, CA

12d•$40 - $60

About The Position

Responsible for implementing strategic priority projects that support quality, access, and affordability, using established project management tools and processes to improve organizational performance. Provides leadership, coaching, consulting, and facilitation to project teams and coordinates the status and stability of project-oriented work. The position manages multiple medium-sized projects and/or one to three large, highly complex projects that may cross service lines or regions and involve multiple work teams, deliverables, milestones, or critical paths. For the Concierge Medicine program, serves as the primary on-site business development and enrollment resource. Manages the prospective member journey from initial inquiry through Meet & Greet, enrollment, and onboarding, while supporting member engagement, retention, physician panel growth, and program enrollment goals. Maintains prospective-member records and pipeline activity in CRM and other designated tools; coordinates outreach and events; monitors performance and conversion metrics; and reports progress, barriers, and growth opportunities to leadership. Works closely with physicians, members, business development partners, marketing, and operational stakeholders to provide a responsive, personalized, high-touch member experience.

Requirements

Bachelor’s degree in Business Administration, Healthcare Administration, Marketing, Communications, Public Health, Hospitality Management, or a related field; equivalent experience may be accepted in lieu of the required degree or diploma.
Four years of recent relevant experience in healthcare, membership services, business development, customer relationship management, enrollment, hospitality, sales, account management, marketing, or a related service-oriented environment.
Customer-service focus and ability to deliver a personalized, responsive, high-touch member experience.
Demonstrated ability to generate, nurture, and convert prospective members or customers through an enrollment, sales, or relationship-management process.
Knowledge of business development, lead management, membership enrollment, retention, referrals, and customer engagement.
Experience using CRM systems, marketing tools, scheduling applications, and reporting platforms to manage pipelines and follow-up.
Strong relationship-building, interpersonal, verbal, and written communication skills, including tact, diplomacy, discretion, and adaptability.
Ability to clearly explain membership benefits, program services, enrollment requirements, and package options.
Strong organization and attention to detail, with the ability to manage multiple prospects, meetings, follow-ups, initiatives, and competing priorities.
Self-directed and proactive, able to work autonomously while collaborating with program stakeholders.
Ability to analyze enrollment and engagement data, identify trends and pipeline gaps, and develop actionable recommendations.
Knowledge of conversion, retention, referral, enrollment, and physician panel growth metrics.
Ability to maintain accurate CRM documentation, enrollment records, tracking tools, dashboards, and reports.
Ability to plan, coordinate, and support member events, outreach activities, informational sessions, and marketing initiatives.
Ability to build productive working relationships across multiple functional areas and organizational levels.
Ability to appropriately handle confidential member, prospective-member, physician, and organizational information.
Proficiency in spreadsheet, word processing, presentation, CRM, email, and scheduling applications; Microsoft Office suite preferred.
Ability to adapt to a rapidly changing environment involving multiple stakeholders, growth priorities, prospective-member needs, and physician panel requirements.

Responsibilities

Serve as the primary on-site business development and enrollment resource for the Concierge Medicine program.
Manage prospective members from initial inquiry through Meet & Greet, enrollment, and onboarding, including timely, personalized follow-up.
Educate prospective members about program benefits, services, enrollment requirements, and membership packages.
Schedule and coordinate at least five Meet & Greets per week and coordinate physician availability and follow-up after meetings.
Maintain an active prospective-member pipeline, identify barriers to conversion, and recommend actionable solutions.
Support physician panel growth toward the goal of 250 members per physician and identify eligible family enrollment opportunities.
Promote applicable membership packages, program offerings, referrals, and other revenue-generating opportunities.
Maintain accurate and timely CRM records, documenting inquiries, outreach, follow-up, Meet & Greet outcomes, enrollment decisions, and lead dispositions.
Use CRM workflows, reports, and outreach tools to prioritize leads, track referral sources, and identify engagement and conversion opportunities.
Coordinate member engagement, proactive outreach, referral initiatives, appreciation activities, renewal outreach, and retention-focused efforts.
Track member feedback, engagement concerns, and retention risks, and escalate issues to the appropriate leader.
Partner with physicians, Account Executives, Account Managers, operational leaders, and other stakeholders on enrollment and growth initiatives.
Plan and support prospective-member outreach, informational sessions, member events, and community engagement activities.
Support development of member testimonials, success stories, marketing materials, and other program content.
Track and report inquiries, outreach, Meet & Greets, enrollments, referrals, package sales, retention activity, and physician panel growth.
Monitor inquiry-to-Meet & Greet and Meet & Greet-to-enrollment conversion rates and measure results against program goals.
Maintain dashboards, visual management tools, reports, and tracking systems, and provide regular updates to leadership.
Review enrollment and engagement data to identify trends and recommend improvements to outreach, conversion, and retention.
Communicate program information clearly to prospective and current members, physicians, leaders, and business development partners.
Facilitate Meet & Greets, enrollment discussions, outreach activities, and member engagement events as assigned.
Develop enrollment materials, reports, presentations, talking points, and communications, maintaining consistent messaging and professionalism.
As program needs require, schedule events and meetings; coordinate space, materials, technology, and supplies; prepare agendas and meeting records; and follow up on action items.
Maintain program materials and resources in shared locations, assist with onboarding transitions, and support special projects related to growth, retention, member experience, physician panel development, or program expansion.