Member Experience Coordinator Liminal Longevity Wilton, CT Job Details Part-time | Full-time $60,000 - $75,000 a year 1 day ago Benefits Health savings account Paid time off 401(k) matching Retirement plan Qualifications Customer communication Active listening Interpersonal skills HIPAA Attention to detail Stocking Full Job Description About the Role Liminal Longevity is a family-run longevity medicine practice built around one idea: every member should feel safe, heard, and genuinely cared for. We're looking for a Member Experience Coordinator to be the operational and relational hub of our practice. The person who owns the member journey from first inquiry through onboarding, ongoing visits, and renewal. This role works side-by-side with our physicians and trainer every day and directly shapes both the member experience and the growth of the practice. It's also an entry point into practice leadership: the right person will be positioned to move into an Office Manager role within 12-18 months, with the path and criteria for that promotion defined in writing at the time of offer. What You'll Own Member satisfaction — Help design and run a member satisfaction program across onboarding, mid-program, and pre-renewal touchpoints, with a clear bar for what "great" looks like. Renewal relationships — Lead proactive renewal outreach starting month 4 of every member's cycle, ensuring no one falls through the cracks. Responsiveness — Be the fast, reliable voice and inbox of the practice: live call answering during business hours, same-day follow-up on every voicemail, email, and inquiry, and same-day routing of provider messages and tasks. Onboarding — Run new-member onboarding (paperwork, scheduling, program orientation) so every member arrives at their first physician visit fully prepared, no administrative surprises. Service recovery — Personally follow up on any member who flags a concern or gives a low satisfaction score, resolve it quickly, and document what you learned. The Member Experience Playbook — Work alongside practice leadership to build out and continuously maintain the operating playbook for the front desk: scripts, checklists, escalation paths, and protocols that let the next hire run the desk confidently within days. Schedule & clinical coordination — Manage physician and trainer schedules with appropriate clinical buffer, and coordinate outside contractors (e.g., phlebotomy) to keep the day running without a hitch. Records & compliance — Maintain accurate EMR and membership records with full HIPAA discretion, always. What We're Looking For You bring: A genuine customer-service mentality, you treat people as individuals, not transactions, and you anticipate needs before they're voiced. Sharp attention to detail and the organizational range to juggle phones, onboarding, renewals, and admin without dropping a thread. Follow-through, you close loops without being reminded. Clear, warm written and verbal communication. A documentation habit, you write things down so the next person doesn't have to rediscover them. Real listening skills, you hear the concern behind the words. A proactive streak, you spot problems and bring ideas before being asked. Comfort with sales-adjacent conversations, you can discuss membership pricing and renewals with confidence and zero pressure. Quick learning ability, fast enough to master our EMR and billing systems and eventually train others on them. Reflexive discretion with sensitive health information. The strategic instinct to see how the front desk drives member retention and practice growth.

You are:

Honest and principled, especially when no one's watching. Someone who sets your own bar above what's asked. Genuinely enthusiastic about longevity medicine and what we're building. Coachable, you take feedback and act on it, without ego. Willing to do any task, from restocking the fridge to handling a renewal call, with the same energy. A true team player with physicians, trainers, and outside contractors. Adaptable to the pace and shifting priorities of an early-stage practice. Kind, by default, to members and colleagues alike.

Prior Experience:

Prior experience in a concierge medicine, membership-model, or high-touch hospitality/service environment What Success Looks Like Within the first 90 days, you'll have onboarding running at full capacity with zero administrative errors, scheduling errors under 2%, and be fully embedded in the member-facing rhythms of the practice. By month four, you'll be leading renewal outreach, and you'll have contributed a leadership-approved version of the Member Experience Playbook's front-desk-facing sections. Compensation & Benefits Base salary: $60,000-$75,000, commensurate with experience (top of range reserved for candidates with concierge or membership-model background) Renewal retention bonus [Health, PTO, and additional benefits to be finalized]

Pay:

$60,000.00 - $75,000.00 per year

Benefits:

401(k) matching Health savings account Retirement plan

Work Location:

In person