A Concierge provides special assistance and courtesy services to guests and patrons at a hotel or club. Greets and provides services for building residents or tenants. Arranges reservations, purchases tickets, answers questions and responds to customer requests.
The Executive Care Coordinator plays a critical role in Next Health's commitment to delivering exceptional experiences and personalized care to our Wellness patients. The Executive Coordinator will be an expert on all medical wellness services offered at Next Health. The Executive Coordinator must be knowledgeable to help answer questions, direct care plans, and effectively guide a customer through the Next Health Wellness recommendations as suggested by the Medical Team. This role is responsible for ensuring every patient receives a seamless, high-touch experience by serving as their dedicated point of contact throughout their wellness journey.
Key responsibilities include:
Being a trusted expert on all Next Level Wellness services, answering questions, and educating patients on their care plans. Managing all aspects of the patient experience, including scheduling, follow-ups, and coordination of services. Serving as the primary point of contact for patients, ensuring clear communication and a concierge-level experience. Enhancing patient engagement and retention through proactive outreach and ongoing support. Driving revenue growth by identifying opportunities to optimize patient care and introduce additional wellness therapies. This role requires exceptional communication skills, a deep understanding of wellness services, and a passion for delivering world-class patient care. If you thrive in a dynamic, patient-centered environment and are committed to optimizing health and longevity, we invite you to join our team.
SKILLS:
❖ Excellent interpersonal and communication skills to build rapport and trust with VIPs, executives, and internal stakeholders. ❖ Exceptional organizational and multitasking abilities to handle multiple priorities and schedules. ❖ Proficient in using technology platforms and software for scheduling, communication, and record-keeping (FTP, Notion, GSuite). ❖ Administrative competencies: scheduling, logistics, client outreach, and coordination ❖ In-depth knowledge of Next Health services and functional health ❖ Building rapport and trust with VIPs, executives, and internal stakeholders ❖ Providing high-contact, personalized support to premium clients ❖ Emphasis on effective communication, exceptional customer service, professionalism, promptness, trustworthiness, efficiency, and teamwork ❖ Highly effective at supporting customers and patients in transformative care experiences ❖ Contributing to improved overall health and well-being ❖ Maintains a comprehensive understanding of Next Health's services ❖ Ensuring high-quality and hospitable interactions, particularly in integrated medical care for Executive Physical patients ❖ Collaborating with a Medical Provider(s)
EDUCATION/EXPERIENCE
AA/AS degree preferred. Basic medical terminology is strongly preferred. Minimal one year of medical record upkeep and maintenance. Minimal one-year scheduling patients and providing follow-up connections. Minimal one-year administrative support preferably in the healthcare field. Proven experience in VIP management, executive concierge services, or a similar role within the healthcare industry.
EMPLOYEES SUPERVISED
None.
ESSENTIAL PERFORMANCE REQUIREMENTS & EXPECTATIONS
As an expert in all Next Level Wellness programs, the Executive Care Coordinator will guide patients through their personalized care plans, proactively address their needs, and provide expert insight into Next Health's cutting-edge medical wellness services. This role is critical in enhancing patient outcomes, increasing retention, and driving wellness revenue by delivering unparalleled patient support, ensuring adherence to treatment plans, and fostering long-term relationships. Responsible for ensuring an exceptional experience for Executive Physical, VIP, and first-time guests. Manages scheduling of EP appointments and health journeys, supports the on-site administrative team and Medical Provider, possesses expert knowledge of wellness testing and Next Health services, and follows up on patient inquiries and repeat testing.
STANDARD JOB RESPONSIBILITIES
The Executive Coordinator maintains and executes oversight of all Next Level Wellness patients, including initial and recurring patient processes for Executive Physical, TPE, Stem Cells and Exosome treatments. This role will also support and maintain patients in general and provide the final closeout of patients post treatments. Management of VIP Experience ❖ Align with NH core values and mission ❖ Oversee all Advanced Wellness services for VIP and first-time customers, including but not limited to Executive Physicals, Therapeutic Plasma Exchange, Stem Cell and Exosome treatments. ❖ Welcome patients arriving for advanced medical services, ensuring a successful visit. ❖ Serve as the initial point of contact for VIP guests, anticipating their needs to ensure the delivery of exceptional service and ensure their satisfaction. ❖ Promptly and professionally address and resolve any concerns or issues raised by VIPs. ❖ Maintain open lines of communication with Advanced Wellness patients and internal departments for a seamless experience throughout their journey. ❖ Collaborate closely with the General Manager and serve as the primary contact for Executive Physical patients, fostering strong relationships and providing personalized attention.
Coordinate and schedule all advanced wellness services, including but not limited to Executive Physicals, TPE services, and Stem Cell and Exosome treatments (including follow-up appointments) collaborating closely with the medical team to ensure a smooth experience. Prioritize and manage conflicting appointments to enhance efficiency and minimize VIP wait times. Assist clients in optimizing NH services utilization and support them in scheduling (in collaboration with the on-site team). Transfer customer service-related concerns to the GM, ensuring dependability, integrity, transparency, and hard work Work closely with the GM on revenue initiatives at the location Attend weekly touch bases with the department heads and GM as needed. Measure and report on KPIs related to patient satisfaction, wellness revenue, lead conversions, program enrollments and risk area assessment. Attend ongoing training on advanced wellness services as needed. Drive all areas of membership, tech, infusion, and wellness revenue Perform strategic outreach to leads and members
Additional Responsibilities:
Be responsible for achieving location Google and Yelp review quotas Provide leadership, coaching, and mentoring to front desk employees (Health Hackers) to ensure exceptional customer service and adherence to company policies Ensure prompt resolution of customer issues and grievances, such as QA forms, inquiries, conflict resolution, etc., either directly or by transferring to GM Develop and maintain in-depth knowledge of all Next|Health services, serving as the go-to expert for inquiries Monitor and analyze customer feedback and satisfaction metrics to continuously improve the customer experience Develop and implement membership sales and retention strategies to meet or exceed monthly targets Maintain accurate records and reporting of revenue, membership, and customer service metrics Scout the FTP schedule days in advance to ensure smooth operations and improved customer satisfaction Actively manage space utilization Ensure compliance with all company policies and procedures, including health and safety regulations Conduct Daily Huddles in the absence of the GM, communicating the daily operation strategy (FTP) to the team during huddles
FUNCTIONAL REQUIREMENTS / HAZARDS
Employee is at minimal-moderate risk for exposure to bloodborne pathogens.
OSHA BLOODBORNE CATEGORY
Category II - Possible exposure to blood and body fluids.
