5+ years of customer service experience in clinical, hospitality, or membership roles
Commitment to accuracy and confidentiality
Adaptability in fast-paced environments
Excellent communication skills, both verbal and written
Bachelor's degree required
Experience in Zendesk, Spruce, and/or Slack preferred
Health care experience and knowledge of HIPAA are a plus.
Responsibilities
Serve as the primary point of contact for members' scheduling and administrative needs
Support physicians in managing their panels and coordinating schedules
Collaborate with care coordination and clinical teams for streamlined member care
Provide high-level administrative support, including phone answering and meeting coordination
Maintain and update backend administrative systems
Procure medical records and follow-up notes from external practices
Utilize EMR and databases to maintain accurate and confidential member records
Communicate proactively to ensure clinical teams stay organized and on schedule
Become an expert in the Institute's technology and best practices
Assist with after-hour and weekend coverage as needed
Benefits
Fully covered health and wellness benefits effective from hire date
OneMedical membership for access to 24/7 virtual care
Fertility and family planning support
Company-covered preventive health screenings
Fitness perks through Wellhub+
401k with 4% match after 6 months
Flexible Time Off policy
Support for continuing medical education (CME) and CEU requirements
Full Job Description
About this role:
This is an extraordinary opportunity to join our founding LA team as a Care Coordinator. You will use your superior administrative and customer service skills to support the best possible experience for our members and redefine the standard in care coordination.
We are seeking organized, thoughtful, people-obsessed problem solvers to work alongside our world-class clinical team. Our ideal candidate doesn't just coordinate visits; they design immaculate health care experiences. You understand that for our members, peace of mind is the greatest luxury, and your job is to protect it. You are the "calm in the storm" for our members and the "engine" that drives their care forward.
You are committed to excellence, high standards, and collegiality. You are versatile, flexible and self-motivated. You get the details right. You demonstrate excellent customer service and interpersonal skills with our members, potential members, and colleagues. You are able to work in a fast-paced environment where quick responses are expected and valued by members. You have experience with and a belief in the importance of customer service as a foundational aspect of business success-you enjoy going the extra mile to make things right and people supremely happy.
What you'll do:
Serve as the primary point of contact for member scheduling and administrative needs. Accurately and efficiently schedule appointments, referrals, and other interactions for clinical staff and membership teams.
Directly support physicians and specialists and manage coordination of their respective panels.
Collaborate with a larger Care Coordination team, as well as Hospitality, Membership, and Clinical Operations teams, to ensure members receive thoughtful, integrated, and streamlined care.
Provide high-level administrative support to clinical teams including answering phones, coordinating/preparing for meetings, maintaining physician calendars, and arranging conference calls.
Assist the clinical team in maintaining and updating backend administrative systems to ensure the loop gets closed and communicated accurately.
Assist with procuring medical records and follow-up notes from external practices
Utilize an EMR and other databases to provide appropriate records for clinical interactions and maintain these records with the highest degree of confidentiality
Ensure the clinical team remains organized and on-schedule through proactive, consistent communication throughout the day.
Become an expert of the Institute's technology, processes, and best practices to support the clinical staff and ensure the best possible member experience
Keep up to date on department-specific initiatives and timelines.
Maintain a professional and courteous demeanor when interacting with internal and external stakeholders.
Assist with after-hour and weekend coverage as needed.
Compensation:
$85,000 - 100,000
Requirements
On-site role based in Beverly Hills, CA 5 days/week
5+ years of customer service experience in a clinical, hospitality, or membership role
Passion for accuracy, investing in customer relationships, and protecting confidential information
Adaptability and flexibility within working in a fast-moving and dynamic environment
Effective and professional business communication using email and phone
Health care experience preferred but not required
Knowledge of HIPAA Privacy & Security preferred but not required
Experience in Zendesk, Spruce, and/or Slack preferred but not required
Hold a Bachelor's degree
Event or travel coordination experience is also a plus
Benefits
At Atria, we are proud to offer every member of the Atria team:
Excellent health and wellness benefits, fully covered by Atria, effective date of hire
OneMedical membership for employees & dependents, giving access to 24/7 virtual care
Fertility & family planning
Company-covered preventive health screenings through partner hospitals (calcium score)
Fitness Perks, including Wellhub +
401k contributions and 4% match starting after 6 months
Flexible Time Off
Continuing medical education (CME) and CEU support for professional licensure
About Atria Senior Living
Atria Senior Living is a privately held, for-profit senior housing company based in Louisville, Kentucky. The company operates more than 200 senior living communities in 28 states and seven Canadian provinces. Atria Senior Living is a subsidiary of Holiday Retirement, which is owned by Fortress Investment Group.
