Member Experience Coordinator

Cenegenics • New York, NY

2d • Onsite

About The Position

The Member Experience Coordinator (MEC) is the initial point of contact for clients (patients) and is primarily responsible for ensuring an exceptional 5-star patient experience. The MEC provides clinical and business office support to Performance Health providers, including Physicians, Performance Health Coaches (PHCs), Client Experience Coordinators, and other team members as needed. This role is administrative, with a focus on facilitating the sales process, supporting Program Consultants, establishing and maintaining vendor contracts, and managing building maintenance. The MEC tracks and schedules consultations for follow-up appointments, meets with Center physicians, PHCs, and patients, handles phone calls, emails, and texts, orders patient meals, and assists in closing consultations to ensure a seamless client experience. The MEC supports Center Key Performance Indicators (KPIs) related to business and sales/retail, processes patient requests, and maintains Electronic Medical Records (EMR).

Essential Job Functions include:

Clinical Responsibilities:
- Maintain patient information in compliance with HIPAA and other relevant regulations.
- Complete program close/conversion processes and necessary changes.
- Receive and process all patient orders, including prescriptions and over-the-counter (OTC) nutraceuticals.
- Maintain the center team's calendar appointments.
- Coordinate office maintenance, including arranging repairs, managing vendors, handling deliveries, ordering supplies (patient snacks, restroom supplies, etc.), and ensuring the office is presentable. This may involve light housekeeping duties.
- Track consultations and follow up on no-response cases.
- Perform administrative tasks such as scanning, filing, data entry, and answering phones.
- Schedule lab reviews and patient follow-ups (virtual and/or in-person).
- Collaborate with physicians and PHCs to process program closes.
- Educate patients on medication and diet information, answering questions in conjunction with the physician and PHC.
- Record patient examination, treatment, and test results.
- Update job knowledge through educational opportunities, professional reading, networking, and participation in professional organizations.
- Enhance the Performance Health Center's reputation by taking ownership of new requests and seeking opportunities to add value.
- Handle medications, including counting, recording doses, and explaining usage.

Sales/Retail Responsibilities:
- May assist in cross-selling and upselling services with physician and PHC support, including referrals.
- Support Center Key Performance Indicators (KPIs).
- Ensure assigned center exceeds sales targets, with direct oversight for selling and education to meet center goals.
- Collaborate with cross-functional teams to develop business strategies.
- Implement and execute corporate initiatives while delivering a positive client experience.
- Optimize in-store merchandising and brand presentation, conducting inventory checks and reporting issues.
- Conduct regular center business review meetings with leadership and plan strategically for sales/retail objectives.
- Lead the team to deliver a positive and compelling client experience.
- Perform any other assigned administrative duties.
- Regular and reliable attendance is an essential function of the job.

Requirements

• 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
• 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
• High School diploma or GED
• 2+ years of client and/or patient facing sales/retail or service industry experience, with demonstrated responsibilities within administrative or operational support roles
• 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

Nice To Haves

• Familiarity with HIPAA compliance and healthcare best practices
• 2+ years of outpatient healthcare setting preferred
• Certified Medical Assistant (CMA) certification is preferred

Responsibilities

• Maintain patient information in compliance with HIPAA regulations and state and federal statutes regarding the retention and storage of Protected Health Information (PHI)
• Complete program close/conversion process and any changes as needed per the center physician
• Receive and process all orders from patients. i.e., Prescription and/or over the counter (OTCs)/(Nutraceuticals)
• Maintains calendar appointments in accordance with the center team
• Office maintenance and coordination to include arranging office repairs and compliance with vendors, managing pick-ups/ deliveries, ordering and refilling office supplies (i.e. patient snacks, restroom supplies, etc.) and ensuring the office is presentable to all patients at all times. This may entail emptying trash and light housekeeping duties throughout the office
• Track consultations and take appropriate action when there is no response
• Perform admin tasks such as scanning, filing, data entry, and answering phones
• Schedule lab reviews and patient follow-ups virtually and/or in-person
• Work with physicians & PHC to process program closes
• Educates patients by providing medication and diet information and instructions, answering questions in conjunction with physician and PHC
• Completes records by recording patient examination, treatment, and test results
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations
• Enhances Performance Health Center reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
• Handling medications such as counting, recording the number of doses given to patients or doctors and explaining how to take medications
• May assist in the facilitation of cross-selling additional services and/or upsell services, with support of the physician and PHC, including referrals (friends & family sales)
• Supports Center Key Performance Indicators (KPIs)
• Ensure assigned center is exceeding sales targets, with responsibility for direct oversight and selling/education in support of center goals
• Collaborate internally with key cross-functional teams to brainstorm and develop the business
• Execute with Excellence: lead team to implement and execute all corporate initiatives, while delivering a positive Client Experience
• Optimize in-store merchandising and brand presentation. Conduct regular inventory checks and elevate any issues to leadership as needed
• Meet regularly with leadership to conduct center business review meetings and plan strategically to deliver on defined results for sale/retail objectives
• Leads team to deliver a positive and compelling Client experience
• Any other assigned administrative duties as required
• Regular and reliable attendance is an essential function of the job

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED