Concierge Program Coordinator IV

We are so glad you are interested in joining Sutter Health!

Organization:

SPMF-Sutter Pacific Medical Foundation - South

Position Overview:

Responsible for implementation of strategic priority projects designed and deployed to achieve the highest levels of quality, access, and affordability. Using established project management tools and processes, efforts result in successful implementation of projects to produce improved organizational performance. Provides leadership, coaching/consulting, and facilitation skills to project team. Responsible for the management of multiple medium sized projects and/or 1-3 large size projects that are highly complex. These types of projects cross multiple service lines and/or regions, have multiple facets of work teams that provide the output of deliverables, and/or multiple complex milestones or critical paths which can result in different outcomes of the work at hand and therefore take more resources and expertise to manage and see through to completion. Responsible for overall coordination, status reporting and stability of project oriented work efforts.

Job Description:

These Principal Accountabilities, Requirements and Qualifications are not exhaustive, but are merely the most descriptive of the current job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, staff changes, workload, or technical development).

JOB ACCOUNTABILITIES:

MEMBER ENROLLMENT & BUSINESS DEVELOPMENT:

• Serves as the primary on-site business development and enrollment resource for the Concierge Medicine program.
• Manages the prospective member journey from initial inquiry through Meet & Greet, enrollment, and onboarding.
• Generates, nurtures, and converts prospective members by providing timely, personalized, and consistent follow-up throughout the enrollment process.
• Educates prospective members about the Concierge Medicine program, membership benefits, available services, enrollment requirements, and applicable membership packages.
• Schedules and coordinates a minimum of five Meet & Greets per week to support the program’s membership growth goals.
• Maintains an active pipeline of prospective members and follows up on open inquiries, scheduled Meet & Greets, pending enrollment decisions, and incomplete enrollment activities.
• Identifies barriers affecting prospective member engagement or conversion and recommends actionable solutions.
• Supports physician panel growth toward the established goal of 250 members per physician.
• Identifies opportunities to enroll spouses, partners, and other eligible family members.
• Promotes applicable membership packages, program offerings, and other revenue-generating opportunities based on prospective and current member needs.
• Provides a responsive, personalized, and high-touch experience that reflects the service standards of the Concierge Medicine program.

CRM & LEAD MANAGEMENT:

• Maintains complete, accurate, and timely prospective member information within the Customer Relationship Management (CRM) system and other designated enrollment and marketing tools.
• Documents prospective member inquiries, outreach attempts, follow-up activities, Meet & Greet outcomes, enrollment decisions, and lead dispositions.
• Monitors the membership pipeline and ensures prospective members receive timely follow-up at each stage of the enrollment lifecycle.
• Uses CRM workflows, reports, and outreach tools to prioritize leads and identify opportunities for continued engagement, re-engagement, and conversion.
• Tracks lead sources and monitors the effectiveness of member, physician, employer, community, and marketing-generated referrals.
• Ensures enrollment documentation and prospect records are maintained in accordance with applicable organizational standards.
• Identifies trends, workflow gaps, and opportunities to strengthen prospective member follow-up and enrollment conversion.

MEMBER ENGAGEMENT & RETENTION:

• Coordinates and supports membership engagement activities designed to strengthen member relationships, increase satisfaction, and support retention.
• Conducts proactive outreach to current members at appropriate points throughout the membership experience.
• Identifies members who may benefit from additional follow-up, service support, or engagement and coordinates with the appropriate program partners.
• Develops and supports member referral initiatives that encourage satisfied members to refer family members, friends, and colleagues.
• Identifies family enrollment opportunities and provides personalized follow-up to interested family members.
• Supports member appreciation activities, renewal outreach, and other retention-focused initiatives.
• Tracks member feedback, engagement concerns, and retention risks and escalates issues to the appropriate leader when needed.
• Collaborates with physicians and program stakeholders to strengthen the overall member experience and support long-term membership relationships.

PHYSICIAN & BUSINESS DEVELOPMENT PARTNERSHIP:

• Partners with Concierge physicians, Account Executives, Account Managers, operational leaders, and other key stakeholders to support physician panel growth and program enrollment goals.
• Coordinates physician availability for prospective member Meet & Greets and supports timely follow-up after each meeting.
• Partners with physicians and business development stakeholders to plan and execute prospective member outreach activities, informational sessions, member events, and community engagement opportunities.
• Coordinates follow-up with prospective members generated through physician, member, employer, community, or marketing outreach.
• Supports the development of member testimonials, success stories, marketing materials, and other program content in collaboration with appropriate stakeholders.
• Identifies opportunities for targeted outreach based on physician panel capacity, prospective member interest, referral sources, and program growth priorities.
• Communicates membership pipeline information, conversion opportunities, and enrollment barriers to physicians and program leadership.
• Builds collaborative relationships with internal and external stakeholders to support credible execution of membership growth and engagement initiatives.
• May serve as a liaison among prospective members, current members, physicians, Account Executives, Account Managers, marketing partners, and operational teams.
• Accepts other assignments for specialty projects as requested and deemed appropriate by the assigned Manager.

REPORTING & PERFORMANCE MONITORING:

• Tracks and reports prospective member inquiries, outreach activities, Meet & Greets, new member enrollments, family enrollments, referrals, membership package sales, retention activity, and physician panel growth.
• Monitors inquiry-to-Meet & Greet and Meet & Greet-to-enrollment conversion rates.
• Measures actual enrollment performance against established program goals and growth targets.
• Maintains visual management tools, dashboards, reports, and tracking systems for enrollment, retention, referrals, and business development activities.
• Provides regular updates to leadership regarding pipeline activity, progress toward membership targets, barriers to conversion, and opportunities for additional growth.
• Reviews enrollment and engagement data to identify trends and recommend improvements to outreach, conversion, and retention strategies.
• Coordinates with appropriate stakeholders to identify and remove enrollment barriers, with timely escalation to the Manager or program leadership.
• Ensures accurate and consistent reporting across CRM, enrollment, engagement, and physician panel tracking tools.

FACILITATION & COMMUNICATION:

• Communicates Concierge Medicine program information clearly and effectively to prospective members, current members, physicians, leaders, and business development partners.
• Translates program details, membership benefits, enrollment requirements, and service offerings into clear, member-friendly information.
• Adapts communication style and presentation of information to meet the needs of prospective members, current members, physicians, and other stakeholders.
• Facilitates prospective member Meet & Greets, enrollment discussions, outreach activities, and member engagement events as assigned.
• Develops enrollment-related materials, reports, presentations, talking points, and communications to support program growth initiatives.
• Collaborates with program stakeholders to ensure consistent messaging regarding membership benefits, program services, and the enrollment experience.
• Maintains a high level of tact, diplomacy, discretion, and professionalism in all member and stakeholder interactions.
• Provides timely communication regarding prospective member needs, enrollment status, follow-up requirements, and identified barriers.

MAY, DEPENDING ON PROGRAM NEEDS, PERFORM THE FOLLOWING:

• Schedule Meet & Greets, member engagement activities, outreach events, and business development meetings.
• Coordinate required meeting space, materials, technology, and supplies.
• Prepare agendas, presentation materials, attendance records, meeting notes, and associated action items.
• Capture and follow up on assignments related to enrollment, outreach, engagement, and business development activities.
• Post and maintain program materials, enrollment resources, templates, and reports in the appropriate shared location.
• Coordinate member appreciation activities, informational sessions, physician outreach events, and community engagement activities.
• Assist with prospective member onboarding and coordination of the transition from enrollment to active membership.
• Support special projects related to membership growth, retention, member experience, physician panel development, or program expansion.

EDUCATION:

Equivalent experience will be accepted in lieu of the required degree or diploma. Bachelor’s: Business Administration, Healthcare Administration, Marketing, Communications, Public Health, Hospitality Management, or a related field.

TYPICAL EXPERIENCE:

Four years of recent relevant experience in healthcare, membership services, business development, customer relationship management, enrollment, hospitality, sales, account management, marketing, or a related service-oriented environment.

SKILLS AND KNOWLEDGE:

Customer service focus in all decisions and actions, with the ability to deliver a personalized, responsive, and high-touch member experience. Demonstrated ability to generate, nurture, and convert prospective members or customers through an enrollment, sales, or relationship-management process. Knowledge of business development, lead management, membership enrollment, retention, referral generation, and customer engagement practices. Experience using CRM systems, marketing tools, scheduling applications, and reporting platforms to manage prospective member pipelines and follow-up activities. Ability to establish productive relationships with prospective members, current members, physicians, senior leaders, Account Executives, Account Managers, and other program stakeholders. Strong interpersonal skills and the ability to build trust with individuals considering a premium or personalized healthcare membership. Excellent verbal and written communication skills, including a high level of tact, diplomacy, discretion, and adaptability. Ability to explain membership benefits, program services, enrollment requirements, and package options in a clear, accurate, and member-friendly manner. Organizational skills with the ability to manage multiple prospective members, Meet & Greets, follow-up activities, engagement initiatives, and competing priorities. Detail-oriented, self-directed, proactive, and able to work autonomously while maintaining close collaboration with program stakeholders. Ability to analyze enrollment and engagement data, identify trends, recognize pipeline gaps, and develop actionable recommendations. Knowledge of conversion, retention, referral, enrollment, and physician panel growth metrics. Ability to maintain accurate CRM documentation, enrollment records, tracking tools, dashboards, and reports. Demonstrated ability to plan, coordinate, and support member events, outreach activities, informational sessions, and marketing initiatives. Collaborative working style and ability to develop and sustain productive work relationships across multiple functional areas and organizational levels. Ability to handle confidential member, prospective member, physician, and organizational information appropriately. Proficiency in spreadsheet, word processing, presentation, CRM, email, and scheduling applications required, preferably the Microsoft Office suite. Ability to adapt to a rapidly changing environment involving multiple stakeholders, growth priorities, prospective member needs, and physician panel requirements.

PHYSICAL ACTIVITIES AND REQUIREMENTS:

See required physical demands, mental components, visual activities & working conditions at the following link: Job Requirements

Job Shift:

Days

Schedule:

Full Time

Shift Hours:

8

Days of the Week:

Monday - Friday

Weekend Requirements:

None

Benefits:

Yes

Unions:

No

Position Status:

Non-Exempt

Weekly Hours:

40

Employee Status:

Regular Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.

Pay Range is $40.30 to $60.45 / hour The posted pay range is based on the position's primary work location. Candidates who reside and work outside of that location may be subject to a different pay range based on their work location. Candidate starting salaries consider multiple factors, including, but not limited to a candidate’s experience, education, skills, licensure, certifications, departmental equity, training, and organizational needs. Base pay is only one component of Sutter Health’s comprehensive total rewards program. Eligible positions also include a comprehensive benefits package.