Member Experience Concierge

COMPANY OVERVIEW

Love.

Life (L.L) is an integrated health and wellness experience that makes lasting health and vitality attainable. The company unites the power of holistic medical care, nourishing food, cutting-edge fitness, and precision wellness therapies under one roof to promote healing, optimization, vitality, and community. L.L's evidenced-based care model blends primary care, functional, integrative and lifestyle medicine for a holistic health experience that is highly personalized and evaluates all dimensions of your well-being: the mind, body, and spirit. Our multidisciplinary care team and board-certified clinicians focus on preventing and reversing disease progression and proactively optimizing health by treating the root cause of disease. We evaluate every dimension of health through comprehensive testing and assessments to create highly personalized care plans that incorporate nutrition and lifestyle changes that optimize well-being. The company's goal is to help people live long, healthy and vibrant lives, improving both lifespan and healthspan. SUMMARY The Member Experience Concierge is the warm, welcoming first touchpoint for Love.

Life members. This is a high‑touch, hospitality‑driven position responsible for creating an exceptional, concierge‑level experience for every person who walks through our doors. You will know our members by name, anticipate their needs, and build genuine relationships that support their wellness journey. This role blends hospitality, care coordination, and premium member service — perfect for someone who thrives on personalized service, attention to detail, and creating "surprise‑and‑delight" moments.

ESSENTIAL FUNCTIONS

Member Experience & Hospitality Welcome every member by name with warmth and professionalism. Create a calm, elevated environment aligned with Love.

Life's wellness brand. Ensure a concierge‑level, personalized experience at every touchpoint. Build rapport and long‑term relationships with members. Identify opportunities to engage and support members throughout their journey. Front‑Desk & Concierge Operations Manage check‑ins, check‑outs, and all front‑desk responsibilities. Answer phones, emails, and member inquiries promptly and professionally. Handle inbound and outbound communications, including reminders, follow‑ups, and care coordination updates. Maintain a welcoming lobby and clinic environment. Scheduling & Care Coordination Schedule appointments efficiently and accurately for all members and providers. Schedule and re-schedule appointments efficiently and accurately for all members and providers across all needs throughout the facility. Coordinate care between expert care team members and external partners. Assist members with navigating services and understanding their membership. Administrative & Support Functions Assist as needed with member onboarding, tours, events, and educational sessions. Collect member feedback and provide insights to the Practice Lead. Support basic billing questions. Collaborate closely with clinical and operational staff to deliver seamless experiences. Follow-up with members regularly to check in with them on their journey, questions, feedback and any support needs. Create, support and execute surprise and delight moments pre-planned and ember satisfaction Update leadership weekly with a recap of member feedback and suggestions and insights or challenges via a template created to support this

JOB KNOWLEDGE, SKILLS, ABILITIES

Proven ability to deliver personalized, relationship‑focused customer care. Exceptional attention to detail. Strong interpersonal skills and ability to build rapport quickly. Warm, professional communication skills across in‑person, telephone, and written channels. Ability to multitask and remain calm in a dynamic environment. Commitment to maintaining a premium guest experience.

EXPERIENCE/EDUCATION REQUIRED 1-3

years of experience in a med spa, membership‑based service, concierge, luxury hospitality, or wellness‑services environment. High school diploma or equivalent required Associate's or Bachelor's degree in Hospitality, Communications, Health & Wellness, or a related field preferred

PHYSICAL REQUIREMENTS

Activity Frequency Sitting Standing Walking Climbing Stairs Crouching/Bending/Stooping Reaching Lifting/Carrying Grasping Pushing/Pulling Near Vision Far vision Hearing Talking Smelling Tasting Travel Occasional Frequent Frequent Occasional Occasional Frequent Occasional Frequent Occasional Frequent Frequent Frequent Constant NA NA Frequent (local) 7:30 am - 4:00 pm