Member Services Coordinator

Lutz, FL
Full Time
Mid Level

Job Summary:

MyCare Medical - Concierge is a premier concierge medicine consulting firm dedicated to transforming traditional medical practices into high-touch, patient-centered concierge models. Our mission is to empower physicians with the tools, strategies, and support they need to deliver exceptional care while achieving professional and financial fulfillment. 

We are seeking a highly motivated and detail-oriented Member Service Coordinator - Concierge to join our growing team. This dual-role position is crucial for maintaining our high standards of member satisfaction and supporting our outreach and growth initiatives. The ideal candidate will possess exceptional communication skills, a proactive attitude, and a genuine passion for delivering outstanding service within a healthcare setting. This role requires a blend of administrative prowess, customer empathy, and a creative marketing mindset. 


Job Responsibilities:

  • Customer Service (80%): 
    • Member Relations: Serve as a point of contact for new member sales, existing member inquiries, member retention, and general support, ensuring a positive and seamless experience. 
    • Onboarding Support: Assist new members with the onboarding process, explaining membership benefits and ensuring a smooth transition. 
    • Communication Management: Manage incoming calls, emails, and online inquiries, responding promptly and accurately. 
    • Concierge Billing Support: Assist with invoicing and collections of existing members. 
    • Problem Resolution: Proactively identify and resolve member concerns with professionalism and efficiency, escalating complex issues to appropriate medical staff when necessary. 
    • Feedback Collection: Gather member feedback through various channels and contribute to continuous improvement initiatives. 
    • Administrative Support: Perform general administrative duties as needed, including data entry, filing, and maintaining accurate member records in our CRM system. 

  • Marketing Support (20%): 
    • Email Marketing: Assist in designing and distributing email campaigns to current and prospective members. 
    • Event Support: Help plan and execute member events, workshops, and informational sessions. 
    • Market Research: Conduct basic market research to identify trends, competitor activities, and potential outreach opportunities. 
    • Performance Tracking: Help track and report on marketing campaign performance, providing insights for optimization. 

Job Qualifications:

  • Bachelor's degree in Marketing, Communications, Healthcare Administration, or a related field (or equivalent practical experience). 
  • 3-5 years of experience in a customer service role, preferably within a healthcare, hospitality, or high-touch service industry. 
  • Basic understanding of marketing principles and experience with gathering data and managing day-to-day operations in CRM software (e.g., Zoho, Salesforce, Hubspot) 
  • Exceptional verbal and written communication skills with a professional and empathetic demeanor. 
  • Strong organizational skills and the ability to multitask and prioritize in a fast-paced environment. 
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook). 
  • Experience with email marketing platforms (e.g., Mailchimp, Constant Contact) is a plus. 
  • Ability to work independently and as part of a collaborative team. 
  • High level of discretion and ability to handle confidential information with sensitivity. 
  • A genuine interest in health and wellness and a commitment to providing exceptional patient experiences. 


BENEFITS

  • Comprehensive benefits package, including Health, Vision, Dental, and Life insurances
    • FSA and Life Assistance Program (EAP)
    • 401(k) Retirement Plan
    • Health Advocacy, Travel Assistance, and My Secure Advantage
  • PTO Accrual and Holidays

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