Member Services Coordinator
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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