Position Title:

Member Experience Coordinator Reports To:

Director of Member Experience Location:

Remote + Select on-site/

Hybrid Salary:

Range $25.00 to $30.00/ hour

Position Type:

Full-Time, 32-40 hours per week About the Role We are seeking a proactive, empathetic, and organized Member Experience Coordinator to join our Plum Health DPC team, working directly alongside our Director of Member Experience. In this role, you will play a key part in driving member engagement, coordinating specialty care navigation, and maintaining accurate operational workflows. This position is ideal for an individual with a clinical background—such as a Licensed Practical Nurse (LPN), Social Worker or a highly experienced Medical Assistant (MA) —who thrives in patient/member interaction and enjoys administrative coordination. Will consider non-clinical candidates with strong communication skills and extensive experience interacting with patients/members in a care navigation or concierge role. Key Responsibilities 1.

Member Engagement & Outreach Employer Group Onboarding & Retention:

Conduct proactive and reactive outreach to educate members on benefits, answer questions, enroll individuals, and schedule initial visits. Confirm eligibility in our EMR system ( Sigma) and directly with employer contacts.

Retail Member Support:

Handle incoming inquiries from prospective retail members, guiding them through enrollment and scheduling appointments.

Affiliate Coordination:

Support member connections with healthcare affiliates, conducting timely follow-ups to ensure successful engagement and Care continuity.

Engagement Campaigns:

Assist with regular re-engagement and sustained engagement campaigns to drive retention and deliver high ROI for employer partners. 2.

Care Navigation & Care Coordination Specialty Care Referrals:

Assist providers in connecting members to appropriate specialty care based on individual employer benefit designs (including narrow networks) and specific member circumstances (e.g., financial considerations, personal preferences).

Referral Network Maintenance:

Maintain and regularly update our preferred referral partner database. 3.

Administrative & Operations Management Provider Panel Audits:

Perform routine reviews of provider panels to identify and resolve discrepancies (e.g., members with active charts but no membership, or active charts without visits).

Billing & Invoice Audits:

Partner with the Director of Member Experience and Billing Manager during monthly invoice reviews to verify eligible/enrolled members and ensure former members are removed promptly. Qualifications & Skills Clinical Background (Preferred): Licensed Practical Nurse (LPN) certification preferred; seasoned Medical Assistant (MA) with extensive clinical experience will also be considered.

Member/Customer Service Excellence:

Demonstrated track record of outstanding customer service, ideally within a healthcare or patient-facing environment. At least 3 years of experience

Communication & Organization:

Strong verbal and written communication skills with high organizational agility and time-management capabilities.

Technical & Computer Proficiency:

Ability to quickly adapt to and navigate Electronic Medical Record (EMR) systems. Basic spreadsheet proficiency (Google Sheets/Excel) to create, populate, sort, and filter data sets accurately

Benefits:

Competitive Hourly rate PTO Health membership benefits Retirement benefits If you are ready to bring your expertise to a supportive and engaging workplace, we want to hear from you. Take the next step in your career and Apply today to become part of the Plum Health DPC family! Plum Health DPC is an equal-opportunity employer. We embrace diversity and encourage all qualified individuals to apply.

Pay:

$25.00 - $30.00 per hour Expected hours: 32.0 - 40.0 per week

Benefits:

Paid time off Retirement plan

Work Location:

Hybrid remote in Detroit, MI 48216