Customer Service / Member Care Coordinator

ABOUT US:

JumpstartMD is a medical practice dedicated to improving health and well-being through lifestyle changes leading to sustainable, clinically significant weight loss. Informed by cutting edge research, quantified biometrics and medical supervision, JumpstartMD tailors weight loss plans to help members through a low-carbohydrate, real food based, personalized approach to optimize health and wellness. Bioidentical hormone replacement therapy also available to achieve similar ends.

Founded in 2007 by Stanford trained physicians and board-certified Diplomates of the American Board of Obesity Medicine, JumpstartMD has 12 offices in the Bay Area including: Marin, Piedmont, Walnut Creek, San Francisco, Redwood City, Burlingame and more, with plans for additional center openings soon.

Our professional staff includes experts in medicine, nutrition, psychology and physical fitness who meet individually with members each week. All are passionate about empowering our members with knowledge, personal support, and proven science to achieve optimized health.

DESCRIPTION:

Our Customer Service / Office Manager, also known as our Member Care Coordinator (MCC) will provide exceptional customer service as the host and first point of contact for all visitors entering and exiting the clinic. The MCC will be responsible for member check-ins, appointment scheduling and reminders, responding to emails and high-volume calls, collecting payments and resolving billing discrepancies, managing office inventory and demonstrating strong knowledge of program plans, insurances and other related benefits. In addition, the MCC will offer suggestions and ideas to continue improving the member experience.

POSITION TITLE: Member Care Coordinator

POSITIONS REPORTS TO: Clinician Manager

CLASSIFICATION: Regular, Part to Full -Time, Non-Exempt (25+ hours)

SCHEDULE: Tuesday 10:00am - 6:00pm Wednesday - Friday, 6:50am - 2:00pm

DUTIES & RESPONSIBILITIES:

• Host and first point of contact for all members and visitors entering the clinic office. Manage all member interactions and inquiries with professionalism and courtesy, delivering an exemplary member service experience.
• Assist with new hire setup and training. Review curriculum, account and systems setup, and shadow as needed.
• Manage the opening and closing of the clinic.
• Build and maintain excellent rapport with members to promote long-term success.
• Manage office inventory. Ensure supplies and materials are fully stocked.
• Manage member check-ins, schedule appointments and reminders, and follow-ups as needed.
• Receive and sign for mail and packages, notify appropriate recipients of deliveries. Manage outgoing mail and packages (schedule pickups, create shipping labels, etc.).
• Assist new members with agreement forms and obtain appropriate signatures. Review program details, payments and options for insurance coverage.
• Collaborate with providers and team members, offering ideas and suggestions to strengthen the member experience.
• Process orders, collect payments and resolve billing issues.
• Answer high-volume calls and respond to messages and emails in a timely manner.
• Assist with other projects and assignments as needed.

Experience, Skills & Qualifications

• 1-2 years of experience in a customer-facing role, preferably in a medical or clinical office setting.
• Excellent multi-tasking skills. Ability to efficiently perform job duties in a fast-paced work environment with zero to few errors.
• High school diploma required. Bachelor’s or Associates degree in related field preferred.
• Proficient in MS Office 365, EHR/EMR systems, and scheduling and billing systems.
• Flexible with a team-player mentality. Ability to work collaboratively and efficiently in an intimate clinical setting.
• Exceptional interpersonal, verbal and written communication skills.
• High level of ownership, accountability and initiative.

What We Offer

• Competitive pay and potential bonus earnings.
• 401(k) plus company match.
• 4 paid Wellness days a year!
• Comprehensive benefits package (medical, dental, vision & more!).
• The opportunity to grow and scale the #1 physician-referred weight loss program in Northern California, and work alongside a team of passionate professionals dedicated to improving the overall health and wellbeing of members seeking lifestyle changes.
• Accrued paid time off (PTO).
• Free JSMD services (Weight Loss and Bio-identical Hormone Therapy), Discounted JSMD Products (e.g. Vitamin Therapy)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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