Concierge Program Coordinator IV

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

Organization:

SPMF-Sutter Pacific Medical Foundation - South

Position Overview:

Play a key role in growing Sutter Concierge in San Francisco, building meaningful relationships and helping individuals and families access personalized healthcare backed by Sutter Health's trusted network. Responsible for implementing business development activities to recruit and retain Concierge members. Using established business development tools and processes, including the CRM, develops lasting relationships with prospective members, current members, physicians, and community partners to achieve measurable results. Position offers a varied role combining community outreach, marketing support, relationship management, and business development, with opportunities to develop new approaches and directly influence results. Programs and projects are multifaceted and involve multiple complex milestones requiring effective execution, attention to detail, and high levels of accountability. Responsible for overall coordination, status reporting, and successful completion of projects and programs. Requires strong communication and business development skills, with a result-driven, collaborative approach.

Job Description:

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 Sutter Concierge Medicine program physicians, membership benefits, available services, enrollment requirements, and applicable membership packages.
• 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 goals.
• Provides a responsive, personalized, and high-touch experience that reflects the service standards of the Concierge Medicine program.

CRM & LEAD MANAGEMENT:

• Maintains accurate and timely prospective member information within the Customer Relationship Management (CRM) system and other enrollment and marketing tools.
• Documents prospective member inquiries, outreach attempts, follow-up activities, Meet & Greet outcomes, enrollment decisions, and lead dispositions.
• Uses CRM workflows, reports, and outreach tools to prioritize leads and identify opportunities for continued engagement and conversion.
• 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 and support retention.
• Conducts proactive outreach to current members at appropriate points throughout the membership experience.
• Identifies referral opportunities and provides personalized follow-up
• Tracks member feedback, and escalates issues to the appropriate leader when needed.
• Collaborates with physicians and program stakeholder system office business development to strengthen the overall member experience and support long-term membership relationships.

Coordinates membership engagement and proactive outreach to strengthen relationships, encourage referrals, and support retention.

Provides personalized follow-up, tracks member feedback, and escalates issues as needed.

PHYSICIAN & BUSINESS DEVELOPMENT PARTNERSHIP:

• Partners with Concierge physicians, Account Executives, operational leaders, and other key stakeholders to support physician panel growth and program enrollment goals.
• Partners with business development stakeholders to plan and execute prospective member outreach activities, informational sessions, member events, and community engagement opportunities.
• Supports the development of marketing materials and other program content.
• Identifies opportunities for targeted outreach based on 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 membership growth and engagement initiatives.

Partners with Concierge physicians, SHSO Consumer Health team members, operational leaders, and other stakeholders to achieve membership growth and physician panel goals.

Plans and executes targeted outreach, informational sessions, member events, and community engagement activities, including supporting marketing materials.

Builds collaborative relationships and shares membership pipeline insights, conversion opportunities, and enrollment barriers to drive growth.

REPORTING & PERFORMANCE MONITORING:

• Tracks and reports prospective member inquiries, outreach activities, and additional metrics to support membership growth. .
• Measures actual enrollment performance against established program goals and growth targets.

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.