Member Experience Coordinator

Cenegenics•Houston, TX

12h•Remote

About The Position

Cenegenics, the leader in longevity medicine designed to reverse aging, is the company at the core of the BestLife Holdings, Inc. portfolio. At Cenegenics, we’re not just redefining healthspan — we’re reinventing what it means to lead in the precision medicine/longevity space. Sitting at the intersection of data, technology and metabolic science, its foundational offering is a comprehensive whole-body analysis coupled with a highly personalized Performance Health Age Management membership program designed to help men and women achieve their peak cognitive, physical and metabolic health. Position Overview The Member Experience Coordinator is the support contact for the Coordinator team and plays a key role in ensuring patients have an exceptional experience by supporting centers both directly and remotely. The MEX Coordinator provides business office support through onsite and remote administrative coordination of patient-facing communications. Responsibilities include, but are not limited to: PHA closes and scheduling, program closes, order approvals, lab consult scheduling, retention outreach, answering phones, emails and texts, supporting physician and Performance Health Coach schedules, and assisting the MEX coverage team. The MEX Coordinator supports Center Key Performance Indicators (KPIs) related to business and sales/retail performance, processes patient requests, and maintains and updates files within the Electronic Medical Record (EMR) system.

Responsibilities

Function as the primary Member Experience Coordinator for centers in either an in-person or remote capacity
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 and conversion processes and implement changes as directed by the center physician
Receive and process all patient orders, including prescriptions, over-the-counter products (OTCs), nutraceuticals, laboratory services, and specialty testing
Maintain calendar appointments in coordination with the center Physician and Performance Health Coach
Handle medications, including counting and recording doses and providing patient instructions as directed
Maintain patient profiles and digital charts to ensure accuracy and data integrity
Track reports and manage follow-up communication, compliance monitoring, and reconciliation for patient accounts
Communicate effectively, professionally, and timely with patients, providers, leadership, and cross-functional teams
Assist in resolving complaints, delays, or service disruptions while addressing member concerns with empathy and urgency
Serve as a liaison between Leadership and center operations
Support Center Key Performance Indicators (KPIs)
Act as an ambassador of Leadership policies and procedures
Provide real-time support to field associates related to sales techniques, DNS mitigation, and product discounting guidance
Travel as needed to provide center coverage and assist with training initiatives
Support remote operational coverage across centers
Enhance the member experience by supporting new requests, piloting new programs, testing Salesforce functions, and identifying opportunities to add value
Maintain knowledge of company services, programs, and policies
Update job knowledge through professional development, networking, and participation in educational opportunities
Perform other duties as assigned
Maintain regular and reliable attendance as an essential function of the role