Member Experience Concierge

Healthy America LLC•El Segundo, CA

14d

About The Position

The Member Experience Concierge is the warm, welcoming first touchpoint for Love.Life members. This is a high‑touch, hospitality‑driven position responsible for creating an exceptional, concierge‑level experience for every person who walks through our doors. You will know our members by name, anticipate their needs, and build genuine relationships that support their wellness journey. This role blends hospitality, care coordination, and premium member service — perfect for someone who thrives on personalized service, attention to detail, and creating “surprise‑and‑delight” moments.

Requirements

Proven ability to deliver personalized, relationship‑focused customer care.
Exceptional attention to detail.
Strong interpersonal skills and ability to build rapport quickly.
Warm, professional communication skills across in‑person, telephone, and written channels.
Ability to multitask and remain calm in a dynamic environment.
Commitment to maintaining a premium guest experience.
1–3 years of experience in a med spa, membership‑based service, concierge, luxury hospitality, or wellness‑services environment.
High school diploma or equivalent required

Nice To Haves

Associate’s or Bachelor’s degree in Hospitality, Communications, Health & Wellness, or a related field preferred

Responsibilities

Welcome every member by name with warmth and professionalism.
Create a calm, elevated environment aligned with Love.Life’s wellness brand.
Ensure a concierge‑level, personalized experience at every touchpoint.
Build rapport and long‑term relationships with members.
Identify opportunities to engage and support members throughout their journey.
Manage check‑ins, check‑outs, and all front‑desk responsibilities.
Answer phones, emails, and member inquiries promptly and professionally.
Handle inbound and outbound communications, including reminders, follow‑ups, and care coordination updates.
Maintain a welcoming lobby and clinic environment.
Schedule appointments efficiently and accurately for all members and providers.
Schedule and re-schedule appointments efficiently and accurately for all members and providers across all needs throughout the facility.
Coordinate care between expert care team members and external partners.
Assist members with navigating services and understanding their membership.
Assist as needed with member onboarding, tours, events, and educational sessions.
Collect member feedback and provide insights to the Practice Lead.
Support basic billing questions.
Collaborate closely with clinical and operational staff to deliver seamless experiences.
Follow-up with members regularly to check in with them on their journey, questions, feedback and any support needs.
Create, support and execute surprise and delight moments pre-planned and ember satisfaction
Update leadership weekly with a recap of member feedback and suggestions and insights or challenges via a template created to support this