Personalized Care and Membership Representative
Lone Tree Family Practice is looking for a Personalized Care and Membership Representative to help grow the Personalized Care Medicine Program! OnPoint Medical Group is a physician-led network, with a unique, progressive model of Physician Leadership in each of our family, internal medicine, OB-GYN and pediatric practices. OnPoint Medical Group is committed to expanding access to high-quality healthcare in our surrounding communities, in the most effective and affordable manner possible. Position Summary The Personalized Care Patient Care & Membership Representative serves as the first point of contact for patients and members and is responsible for delivering an exceptional, personalized, customer-service-focused patient experience. This role supports the daily front office needs of the practice while helping grow, market, and sustain the personalized care membership programs. This position combines high-touch patient service, membership education, program marketing, patient engagement, enrollment support, renewal coordination, and administrative follow-through. The ideal candidate is professional, personable, service-oriented, and comfortable explaining the value and benefits of personalized healthcare programs to prospective and existing members. The representative plays a critical role in creating a welcoming concierge experience, strengthening patient relationships, supporting member retention, and promoting program awareness through consistent, patient-centered communication and outreach. Essential Responsibilities Customer Service & Patient Experience Serve as the welcoming face of the practice and provide a warm, polished, high-touch experience to all personalized care members and prospective members. Greet, assist, and guide patients with professionalism, discretion, empathy, and a strong hospitality mindset. Personally manage personalized care member check-in and check-out processes, ensuring each interaction feels attentive, organized, and personalized. Anticipate patient needs, help remove barriers to care, and escalate concerns promptly to support service recovery and patient satisfaction. Answer incoming phone calls, personal care line messages, and patient inquiries promptly, accurately, and professionally. Assist patients with portal enrollment, form completion, appointment preparation, and navigation of personalized care services. Maintain patient confidentiality and HIPAA compliance in all communications and interactions. Support front office operational excellence by helping with scheduling, demographic and insurance verification, payment collection, and general patient flow. Personalized Care Membership Program Support Educate prospective and existing patients regarding personalized care membership offerings, program benefits, pricing, enrollment steps, and renewal expectations. Conduct membership conversations and consultations in person, by telephone, or electronically using a consultative, patient-centered approach. Schedule meet-and-greet visits for prospective new members and provide timely follow-up after the visit. Guide patients through new membership enrollment, contract completion, renewal, and onboarding processes. Maintain accurate membership records, contracts, payment records, due dates, renewal dates, and related documentation. Monitor membership renewals, expirations, and retention opportunities; proactively contact members regarding renewals and program updates. Track member utilization and engagement activities to support retention, service improvement, and leadership reporting. Work cross-functionally between the EMR and POS systems to support accurate documentation, payment processing, and program coordination. Maintain PCI DSS compliance when handling payment information and follow practice procedures for cash, check, cash box, and deposit activity. Program Marketing, Outreach & Growth Serve as a knowledgeable ambassador for the personalized care programs and consistently communicate the value of enhanced access, personalized service, and wellness-focused care. Promote program awareness through professional, patient-centered conversations with eligible patients and families. Assist with marketing and patient engagement campaigns, including phone outreach, email communication, patient education materials, and follow-up workflows. Support the development, organization, and distribution of program materials that explain membership benefits, services, pricing, and enrollment steps. Maintain a prospective member pipeline, document outreach activity, and follow up with interested patients in a timely and service-focused manner. Assist with planning, preparing for, and attending member appreciation events, open houses, meet-and-greets, and other activities designed to retain current members and grow the programs. Identify opportunities to introduce practice services, wellness offerings, and personalized care program benefits in a manner consistent with organizational standards. Provide feedback to leadership regarding common patient questions, barriers to enrollment, marketing opportunities, and ways to improve the member experience. Reporting & Analytics Track and maintain regular reporting related to personalized care membership activity, customer service performance, program marketing activity, and membership growth. Reporting may include: New memberships, renewals, retention rates, membership terminations, and membership revenue. Membership growth trends, prospective member pipeline activity, and outreach follow-up status. Patient engagement activities, event participation, program education efforts, and campaign support. Opportunities for process improvement, customer service enhancement, and program growth. Provide regular updates to practice leadership regarding membership performance, service opportunities, marketing activity, and patient engagement trends. Administrative & Front Office Support Schedule, reschedule, and coordinate appointments for personalized care members and prospective members. Verify demographic and insurance information and support accurate front office documentation. Collect copayments, balances, cash-pay service fees, membership fees, and other payments as appropriate. Calculate applicable discounts accurately when directed by practice policy. Streamline patient form completion and help personalized care members navigate required paperwork and digital tools. Support other front office tasks when needed to facilitate uninterrupted practice operations. Perform additional duties related to customer service at Lone Tree Family as assigned by the Front Office Supervisor, Practice Manager, or designated leadership. This position does not have supervisory responsibility. Qualifications Required High school diploma or equivalent. Minimum of 2 years of customer service, healthcare front office, hospitality, sales, marketing, membership enrollment, or patient relations experience. Proven record of delivering high-quality customer service in a patient-facing or client-facing environment. Strong interpersonal, verbal, and written communication skills. Professional appearance, demeanor, judgment, and discretion. Ability to discuss healthcare services, membership benefits, pricing, and program value confidently and comfortably. Strong organizational skills, attention to detail, and ability to maintain accurate records. Ability to manage multiple priorities in a busy, fast-paced clinical environment. Proficiency with Microsoft Office applications and standard office equipment. Strong work ethic, high degree of integrity, positive attitude, and willingness to learn and improve workflows. Preferred Experience in primary care, concierge medicine, personalized care, hospitality, luxury service, wellness, or healthcare membership programs. Sales, marketing, outreach, event coordination, or membership program experience. Experience with EMR systems and POS systems. Associate degree or bachelor degree. Competencies Exceptional customer service and hospitality mindset. Relationship-building skills with patients, members, families, providers, and team members. Emotional intelligence, empathy, patience, and professionalism. Confidence discussing personalized care program benefits, pricing, and enrollment steps. Marketing-oriented communication and ability to promote program value without creating pressure or confusion for patients. Initiative, self-motivation, accountability, and strong follow-through. Problem-solving ability with a hands-on focus on details and service recovery. Attention to detail, data accuracy, and confidentiality. Passion for delivering an outstanding patient and member experience. Work Environment & Physical Requirements Position is performed in a well-lighted clinical environment. Standard office equipment includes computers, printers, copiers, fax machines, and telephones. Standard hours are generally Monday through Friday; evening or weekend work may be necessary as required to support uninterrupted practice operations, events, or member engagement activities. Prolonged periods of sitting, standing, computer work, telephone use, and in-person communication are required. . click apply for full job details
