Position Overview
This is a dual role in which the individual will act as both the onsite Performance Health Coach (PHC) and Patient Experience Coordinator (PEC). Acting as the initial point of contact for our clients (patients), your primary role is to ensure our patients have an exceptional 5-star experience. Wearing your PHC hat, you are responsible for educating our members on proper nutrition and exercise regimens based on individual health and lifestyle assessments, current laboratory findings, and results of on-site diagnostic studies. Key responsibilities include completing initial consultations with each patient, revising the patient’s intake forms to create a custom approach to their dietary and exercise regimen, managing patient interactions via various communication methods including health coach application, SMS messaging systems and video conferencing to provide health, nutrition and exercise consultations and support for our growing patient base. As PEC, you are responsible for tracking and scheduling consultations for follow up appointments, meeting with Center physicians, PHCs and Clients (patients), answering phones, emails/texts, ordering patient lunches and assisting in the closing-out of consultations to deliver a seamless client experience. This role will be a clinical liaison working with the physician and patients on our comprehensive healthcare memberships, where upselling, enthusiasm, ambition play a critical role for this position to increase member acquisition and retain the current patient base. This position is a key driver in member satisfaction as it relates to the business and sales/retail components, processing patient requests and maintaining files with our Electronic Medical Record (EMR).
Essential Functions:
- Prepare summary sheet of lifestyle recommendations based on health & lifestyle questionnaire and labs, addressing any key concerns
- Educate members on the importance of nutraceuticals and recommend supplementation based on their personal goals, health history, and lab results
- Assess current eating habits and educate members on proper nutrition based on Cenegenics recommendations and protocols
- Conduct fitness assessments to include body composition, cardiovascular endurance, muscular strength and endurance, flexibility, balance/posture and core strength
- Educate members on the importance of weight training, cardiovascular activities, flexibility and balance. Design/refine their current program to coincide with medical management program while maintaining regular follow-up communication
- Maintain patient information in compliance with HIPAA regulations and state and federal statutes regarding the retention and storage of Protected Health Information (PHI)
- Complete program close/conversion process and any changes as needed per the center physician
- Receive and process all orders from patients. i.e., Prescription and/or over the counter (OTCs)/(Nutraceuticals)
- Maintains calendar appointments in accordance with the center team
- Office maintenance and coordination to include arranging office repairs and compliance with vendors, managing pick-ups/ deliveries, ordering and refilling office supplies (i.e. patient snacks, restroom supplies, etc.) and ensuring the office is presentable to all patients at all times. This may entail emptying trash and light housekeeping duties throughout the office
- Track consultations and take appropriate action when there is no response
- Perform admin tasks such as scanning, filing, data entry, and answering phones
- Schedule lab reviews and patient follow-ups virtually and/or in-person
- Educates patients by providing medication and diet information and instructions, answering questions in conjunction with physician
- Completes records by recording patient examination, treatment, and test results
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; and participating in professional organizations
- Enhances Center reputation by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job accomplishments
- Handling medications such as counting, recording the number of doses given to patients or doctors and explaining how to take medications
- Ensure assigned center is exceeding sales targets, with responsibility for direct oversight and selling/education in support of center goals
- Optimize in-store merchandising and brand presentation. Conduct regular inventory checks and elevate any issues to leadership as needed
- Meet regularly with leadership to conduct center business review meetings and plan strategically to deliver on defined results for sale/retail objectives
- Any other assigned administrative duties as required
- Regular and reliable attendance is an essential function of the job
Knowledge, Skills and Abilities:
- A relationship builder with high EQ and collaboration skills that allow you to be effective at influencing a variety of stakeholders, including physicians
- A communicator, motivating health coach with exceptional clinical knowledge in the health and wellness space especially with regard to proper supplementation and in nutrition and exercise consultations
- Demonstrate a self-starter mentality with a roll of your sleeves and get things done, making tangible impacts to our collective success (nothing is beneath you)
- Relentlessly focused on optimization (entrepreneurial spirit), reaching our goals
- Familiarity with HIPAA compliance and healthcare best practices (nice to have)
- Must possess judgment, strong work ethic, professionalism, and integrity
- Understanding of basic math functions including division, multiplication, and percentages
- Punctual attendance and ensures work responsibilities are covered when absent
- Demonstrated accuracy and thoroughness in execution of assigned tasks
Minimum Qualifications:
Individual must possess the knowledge and following skills and abilities or be able to perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities:
- Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for an extended period of time
- Manual and physical dexterity needed to operate a computer keyboard and handle paper documents
- Sufficient vision acuity to read information appearing on computer display screen, in hand-written forms, and printed on papers
- Adequate hearing and verbal abilities to communicate effectively in person and by telephone
- Ability to lift and carry items weighing up to 50 pounds
Cenegenics is an equal opportunity employer (EOE). Qualified applicants are considered for employment without regard to race, color, religion, sex, national origin, age, marital status, disability, sexual orientation, or any other characteristic protected by state or federal law.
