Membership Concierge (Member Experience Coordinator)

Cenegenics is the global leader in longevity and performance medicine, transforming human health across 5 continents for nearly 30 years. Since 1997, we have been pioneering a new model of healthcare focused on helping people live longer, healthier, and higher-performing lives. We believe the future of medicine is not reactive disease management, it is proactive optimization, prevention, and performance. Our physician-led care model combines advanced diagnostics, precision medicine, data-driven protocols, AI, and personalized coaching to deliver measurable health outcomes beyond what traditional primary or concierge care typically achieves. By integrating nutrition, fitness, lifestyle, and medical optimization into a coordinated care experience, we help our members take control of their healthspan and unlock their full potential.

Today, Cenegenics serves patients across a growing global network and is building one of the most recognized brands in longevity medicine. As demand for proactive healthcare continues to accelerate, we are creating the platform, technology, clinical infrastructure, and talent network that will define the next generation of healthcare.

About the Role (100% On-Site Monday - Friday)

The Member Experience Coordinator’s (MEX) serves as the primary point of contact and personal advocate for our members - combining the attentiveness of a luxury concierge with the operational precision required in a high-performance healthcare environment. This role is responsible for delivering a seamless, white-glove experience at every touchpoint: from the moment a member enrolls through the full lifecycle of their program. The MEX Coordinator supports center operations both in-person and remotely, of all patient facing communications. Maintaining the warm, proactive, and anticipatory service standards expected of a world-class member experience. Core responsibilities include supporting Key Performance Indicators (KPIs) as it relates to the business and sales components, processes patient requests and maintains/updates files with Electronic Medical Record (EMR), assessment and consult scheduling, program conversions, specialty and standard lab order management, retention outreach, physician schedule support, member communication across all channels, cross-functional coordination with internal teams, and MEX team coverage.

What You Will Do

• Member Experience Coordinator functions as the primary MEX to centers.
• Maintain patient information in compliance with HIPAA regulations and state and federal statutes regarding the retention and storage of Protected Health Information (PHI).
• Completes program close/conversion process and any changes to on-going program, per the center physician.
• Receive and process all orders from patients. i.e., prescription and/or over the counter (OTCs)/(Nutraceuticals), laboratory including specialty testing.
• Maintains calendar appointments in accordance with the center Physician and Performance Health Coach.
• Handles medications such as counting, recording the number of doses given to patients or doctors and explaining how to properly take medications.
• Maintains patient profile/ digital chart, for accuracy and data integrity.
• Responsible for report tracking – follow-up communication, compliance, and reconciliation for all patient accounts.
• Effectively, timely, and professionally communicate both externally and internally.
• Assists in resolving complaints, delays, or service disruptions. Address member concerns with empathy, professionalism, and urgency.
• Anticipate member needs, flagging non-compliance and working alongside center team to ensure member success throughout program.
• Supports Center Key Performance Indicators (KPIs).
• Acts as an ambassador of Leadership Policies and Procedures.
• Possible travel to provide center coverage as well as remote coverage across centers.
• Involvement in training and onboarding new team members.
• Enhances member experience reputation by actively engaging with suggestions, piloting new programs, testing Salesforce functions and exploring opportunities to add value and efficiency.
• Remain knowledgeable about company services, programs, and policies.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations.
• Any other assigned administrative duties as required.
• Regular and reliable attendance is an essential function of the job.