Member Services Coordinator - Concierge Care

Saint Luke's Health System

About The Position

The Concierge Care Clinic is a membership based primary care clinic. This position will ensure that the patient membership experience provided at all levels not only meets but exceeds the expectations of physicians, patients, and team members and is provided in a financially responsible manner. Incumbent will also function as a consultant and educator responsible for achieving patient membership goals, conducting new patient member orientation, managing communications, managing projects and promoting awareness. Under the direction of the Practice Manager this position delivers a high touch, high service patient centric experience in a very personalized, exclusive environment focused on enhancing the patient's healthcare experience. The Concierge Care Member Services Coordinator position involves promoting and selling personalized, premium healthcare services to potential members, often focusing on educating patients about the benefits of concierge medicine and converting them into members. The position requires a combination of sales, education, and customer service skills and other duties as assigned. Because of the fluctuating demands of patient communications, it may be necessary that each employee perform a multitude of different functions; therefore, as an essential part of the job, will be expected to help others when the occasion arises and may be expected to perform other tasks, not specifically addressed above.

Requirements

3-5 years Applicable Experience
Associate Degree

Responsibilities

Business development, patient outreach and education.
Sales and enrollment.
Achievement of patient membership goals and volume growth.
Customer Service.
Database management.
Agreement presentation.
Payment processing.
Follow up.
Produce mail merges, direct mail campaigns, newsletters and emails blasts.
Produce, proofread and edit electronic member correspondence and eblast receiving input from clinical team on content as needed.
Maintain membership correspondence and documents, both written and electronic formats.
Generate and distribute new member welcome packets, membership agreements, correspondence, etc.
Meet and greet members, guests and visitors.
Promote value and generate enthusiasm and interest for membership based CONCIERGE MEDICINE program.
Maintain membership CRM database and POS with updates and changes as necessary.
Maintain membership sales reports and month end reporting.
Ensure all procedures are followed related to necessary agreement and financial documentation.
Analyze and respond to member feedback generated from patient surveys.
Coordinate "service recovery" efforts as required.
Ensure first impression standards by posting only branded materials, and maintaining a clean and welcoming appearance at all times.
Conduct patient education components including but not limited to explaining: membership program, payment mechanisms, insurance provisions, new patient member orientation, EHR portal training and member events.
Advise Management on matters requiring attention.
Ensure awareness of membership benefits resulting in annual renewals.
Maintain system for executing and tracking the entire membership sales process from initial inquiry or contract thru billing and orientation appointment.
Interact with designated internal departments in the resolution of patient member billing service, program issues.
Conduct employee training in membership as required.
Interact with marketing department for projects relating to member marketing.
Ensure content copy for patient promotions and events maintains brand guidelines.
Make use of only approved sales and marketing collateral/visual aides in the membership education process.
Provides patient/family education using available resources.
Maintain confidentiality of all medical and department records.
Must be able to ensure all matters related to patient information are kept secured, meeting confidentiality compliance standards set by JCAHO and HIPAA.
Advises leadership on emerging trends, threats, and opportunities within out local environment.
Provides input on potential process improvements.