Bilingual (Spanish/English) Member Care Champion / Medical Assistant (San Mateo, CA)

Job description

Enara is a world renowned obesity and medical weight loss start-up, based in Silicon Valley, pioneering the use of data, digital, and clinical treatments to provide personalized plans with measurable results. Enara was founded by people from Stanford, UCSF, Kaiser, ClassPass & Evernote. Our mission is to develop the first ever platform to scale obesity treatment. Our platform allows for the latest breakthroughs in nutrition, exercise, and obesity science to be optimized and delivered in a series of personalized and programmable experiences. Our solutions are disseminated through unified products and services we deploy for the healthcare ecosystem; with a current focus on small to medium sized medical groups and clinics. Our platform has served over 14,000 members and delivers world leading 16%+ weight loss sustained over 3 years. We deliver life changing care to members and we are redesigning the clinic-patient relationship. The Member Care Champion (MCC) plays a critical role in both Acquisition and Member Support, ensuring a seamless and supportive experience for members as they progress through their journey with Enara Health. This position is responsible for overseeing various components of the member journey, from initial lead outreach and conversion to ongoing support. We are looking for a warm, passionate, and driven team player who can support our providers, clinical staff, and most importantly, our members. This individual must be highly organized, detail-oriented, and able to multitask while maintaining a welcoming and professional demeanor. Enara's Member Care Champions/Medical Assistants have gone on to get into medical school, PA school, and Nursing school at top schools such as UCLA and Georgetown. Many have also helped our research team publish papers. ### In-Person Diagnostic Appointments - **Check-in Process:** Be the friendly face that greets our members, manage the check-in process efficiently while collecting up-to-date insurance and payment information, measure and record vital signs accurately, and communicate effectively with our providers. - **Perform Diagnostic Procedures**: Conduct non-invasive diagnostic procedures like body measurements, body composition testing, metabolic testing, and EKGs, all while ensuring accuracy and compliance. - **Room Patients:** Support in-person clinic days when the medical provider is in office, assisting with rooming patients and ensuring smooth patient flow. ### Acquisition - **Outreach to Leads:** Responsible for reaching out to leads from designated clinics to schedule onboarding calls or in-person onboarding appointments at the San Mateo clinic. - **Complete Onboarding Calls:** Conduct consultations over the phone to explain the program and answer any questions, attempting to educate and convert leads to members. - **Complete In-Person Onboarding Appointments:** Meet with leads at the San Mateo clinic to conduct in-person consultations, explain the program, answer questions, and convert leads to members. - **Reschedule Missed Initial Appointments:** Follow up on any initial appointments that were missed and reschedule promptly. - **Post-Consultation Tasks:** Email new members, document notes in LeadSquared, and send handoffs to providers. - **Assist Other Clinics:** Provide support to other clinic locations as needed. - **Support Member Support Team:** Handle acquisition-related requests to support the member support team when needed. - **Reduce No-Shows:** Remind new members of their initial medical and nutritional appointments to avoid no-shows and late cancellations. - **Performance Tracking:** Update performance tracking tools to ensure progress toward monthly goals. ### Member Support and Engagement - **Appointment Scheduling:** Coordinate and schedule appointments for members, ensuring timely follow-up and continuity of care. - **Address Cancellations & No-Shows:** Proactively reach out to members who have missed appointments, rescheduling as necessary to maintain engagement and retention. - **Manage Inbound Communications:** Handle phone calls, voicemails, emails, and member app messages with patience and professionalism, providing timely and accurate responses. - **Cross-Department Coordination:** Collaborate with other departments to address member concerns and ensure comprehensive and effective solutions. ### General Clinic Operations - **Additional Operational Support:** Assist with day-to-day clinic operations including but not limited to communicating with medication representatives, managing inventory, maintaining a clean and organized clinic environment, and coordinating shipment of materials to other clinic locations. ### Minimum Requirements - Minimum of 1 year related work experience in healthcare - Proficiency in Google Suite (Documents, Sheets, Forms) - Proficiency with medical technology, including EMR and mobile apps - Bilingual (Spanish/English)