Member Experience Coordinator

Institute on Aging•San Francisco, CA

1d•Onsite

About The Position

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.

Requirements

Bachelor’s degree preferred, or equivalent experience in hospitality, social services, healthcare, community programs, or related fields
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
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

Responsibilities

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
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
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
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
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
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
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
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
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