Care Concierge & Member Experience Lead

Atria Physician Practice New York PC; Florida; On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

Excellent health and wellness benefits

Flexible Time Off

401k contributions with 4% match

Job summary

Atria Physician Practice New York PC is seeking an administrative professional to serve as the main contact for members and to manage scheduling, records, and communications. You will work closely with clinical staff to ensure smooth operations and a high-quality member experience.

Ideal candidates have 5+ years in customer service, experience with EMR processes, and a strong commitment to confidentiality and professional communication.

Qualifications

• Associate’s or Bachelor’s degree required.
• 5+ years customer service experience in a hospitality or membership role with in-person interaction required.
• Experience in Health Information Management/EMR processes
• Passionate about accuracy, exceptional hospitality, and protecting confidential information
• Effective, kind, anticipatory and professional business communication using email and phone
• Knowledge of HIPAA Privacy & Security preferred

Responsibilities

• Function as the main point of contact for administrative issues and build strong relationships with our members.
• Accurately and efficiently schedule appointments, referrals, telemedicine, and other interactions for clinical staff and membership.
• Assist with procuring medical records, appointments, and follow-up notes from external practices.
• Utilize an EMR and other databases to provide appropriate records for clinical interactions and maintain confidentiality.
• Support clinicians by performing assistant and administrative duties under supervision, using medical terminology and hospital procedures.
• Become an expert of the Institute’s technology, processes and best practices to support the clinical staff and member experience.
• Triage member inquiries in a professional, kind, hospitable, and efficient manner.

Skills

Customer service

EMR knowledge

HIPAA awareness

Medical terminology

Professional communication

Education

Associate’s or Bachelor’s degree

Tools

EMR systems

Job description

About Atria:

The Atria Health Institute is a membership-based primary and specialty health care practice with a focus on prevention and longevity. We bring together a multidisciplinary team of renowned physicians to provide proactive, preventive, and precision-based care for Atria members and their families. All care, including primary care, advanced screening and diagnostics, urgent care, specialty care, 24/7 home visits, and imaging is included in members’ annual fee.

Our mission is to make healthspan and lifespan equal for all by translating science into medicine in real-time, all while bringing humanity back into health care. Delivering such robust, personalized, and preventive health care is complex and requires a team-wide dedication to excellence.

We have state-of-the-art facilities with imaging and diagnostics on-site in New York City, Palm Beach, and Los Angeles, with home services hubs in Miami, Greenwich/Westchester, and the Hamptons in summer. Additional locations are forthcoming in the Bay Area, Miami, and in downtown Manhattan. At each of our Institutes, we deliver personalized preventive medicine grounded in up-to-the-minute science — all in serene environments designed for trust and comfort.

About this role:

This is an extraordinary opportunity to join our Palm Beach Institute 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.

Specifically, you will:

• Function as the main point of contact for administrative issues and build strong relationships with our members. Work to make every interaction the best possible one it can be.
• Accurately and efficiently schedule appointments, referrals, telemedicine, and other interactions for clinical staff and membership. Ensure the loop gets closed and communicated appropriately and proactively.
• Assist with procuring medical records, appointments, and follow-up note from external practices.
• Utilize an EMR and other databases to provide appropriate records for clinical interactions and maintains these records with the highest degree of confidentiality.
• Support all clinicians by performing assistant and administrative duties under general supervision, utilizing knowledge of medical terminology and hospital, clinic, or laboratory procedures
• Become an expert of the Institute’s technology, processes and best practices to support the clinical staff and assure the best possible member experience.
• Triage member inquiries in a professional, kind, generous, hospitable, and efficient manner.

Requirements

• Associate’s or Bachelor’s degree required
• 5+ years customer service experience in a hospitality or membership role with in-person interaction required
• Experience in Health Information Management/EMR (Electronic Medical Records) processes
• Passionate about accuracy, exceptional hospitality, and protecting confidential information
• Effective, kind, anticipatory and professional business communication using email and phone
• Knowledge of HIPAA Privacy & Security preferred

Benefits

At Atria, we are proud to offer every member of the Atria team:

• Excellent health and wellness benefits, 100% paid by Atria effective date of hire
• Flexible Time Off
• 401k contributions and 4% match starting after 6 months
• Opportunity to participate in continuing medical education programs for maintenance of Continued Medical Education and CEUs for professional licensure
• Fitness Perks including Wellhub +
• Time to give back and make an impact in underserved communities