Office Assistant – Patient Experience Coordinator (Chicago, IL)

About the Company

BestLife Holdings, Inc. (BestLife) is the global leader in the Performance Health Age Management industry. With over 200 million men and women over the age of 30 in the US experiencing common but overlooked or under-treated health issues related to aging, we are laser-focused on building a category-defining platform that enables healthy aging at scale.

Cenegenics, the leader in longevity medicine designed to reverse aging, is the company at the core of the BestLife portfolio. Sitting at the intersection of data, technology and metabolic science, its foundational offering is a comprehensive whole-body analysis coupled with a highly personalized Performance Health Age Management membership program designed to help men and women achieve their peak cognitive, physical and metabolic health. In 2023, the company will be celebrating 26 years of service for 43,000+ people.

Fueled by a recently completed major funding round including several top investors in the reverse aging, functional medicine and longevity tech industries, we will be launching new, complementary products and services to extend our reach using telehealth, machine learning and other cutting-edge advancements in early 2023. BestLife has huge ambitions for growth, and we are looking for like-minded people to help us achieve our goals.

About the Role

The Patient Experience Coordinator (PEC), located in our Chicago, IL Center is the initial point of contact for our Clients (patients) and their primary role is to ensure our patients have an exceptional 5-star experience. The PEC assists Clients (patients) by providing clinical and business office support in the clinics of Performance Health providers, such as, Physicians, Performance Health Coaches (PHCs), Client Experience Coordinators and extended team, as needed. This position is administrative in nature, with some emphasis in helping to facilitate the sales process/support our Program Consultants. In addition, the Patient Experience Coordinator will assist with on-site diagnostics. As such, the PEC is 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. The PEC supports Center Key Performance Indicators (KPIs) as it relates to the business and sales/retail components, processes patient requests and maintains/updates files with Electronic Medical Record (EMR).

What you will be doing

Clinical Responsibility:

• 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 physician
• Completes records by recording patient examination, treatment, and test results
• 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
• Work with physicians & PHC to process program closes
• Educates patients by providing medication and diet information and instructions, answering questions in conjunction with physician and PHC
• 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 Performance Health Center reputation by assisting with on-site diagnostics and 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

Sales/Retail Responsibility:

• May assist in the facilitation of cross-selling additional services and/or upsell services, with support of the physician and PHC, including referrals (friends & family sales)
• Supports Center Key Performance Indicators (KPIs)
• Ensure assigned center is exceeding sales targets, with responsibility for direct oversight and selling/education in support of center goals
• Collaborate internally with key cross-functional teams to brainstorm and develop the business
• Execute with Excellence: lead team to implement and execute all corporate initiatives, while delivering a positive Client Experience
• 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
• Leads team to deliver a positive and compelling Client experience
• Any other assigned administrative duties as required
• Regular and reliable attendance is an essential function of the job

Requirements

• High School diploma or GED
• 2+ years of client and/or patient facing sales/retail or service industry experience, with demonstrated responsibilities within administrative or operational support roles
• 2+ years of outpatient healthcare setting preferred
• Ability to maintain strict confidentiality regarding sensitive patient information and proprietary information
• Certified Medical Assistant (CMA) certification is preferred
• Must be professional, neat, and well-groomed in appearance
• Commitment to valuing diversity and contributing to an inclusive work environment
• A relationship builder with high EQ and collaboration and communication skills that allow you to be effective at influencing a variety of stakeholders, including physicians
• 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 worth 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
• Knowledge and experience with people, technical operations, and software (Salesforce a plus)
• Naturally curious with a strong desire to learn

What we value

• Family – we are a team that takes care of one another and helps each other perform at our best
• Possibilities – we make the impossible possible. To our members we say, “We can make that work”
• Excellence – in everything we do, big and small, we do it right – consistently
• Integrity – we speak up and do the right thing
• Collaboration – new ideas are best actioned together
• Diversity – different backgrounds and perspectives better everything we do
• Innovation – out of the box thinking happens every day here!
• Respect – we celebrate and admire the experience and expertise of our teammates

Investments in your health

• Competitive compensation
• A flexible (and/or remote) working environment
• 100% employer-paid employee medical and dental premiums
• Health Savings Account with company contributions
• Employee Assistance Plan (EAP)
• Supplemental insurance elections
• Paid vacation and sick time
• Education assistance program
• Paid volunteer time off and team events
• 401(k) with company match
• Gym dues reimbursement
• Other great perks and benefits

BestLife is an Equal Opportunity Employer

BestLife policy is not to discriminate against any applicant or employee based on actual or perceived—or association with others of an actual or perceived—race, color, religious creed, sex or gender, national or ethnic origin, age, physical or mental disability, medical condition (including pregnancy, childbirth, and related conditions), genetic information, gender identify or expression (including transgender status), sexual orientation, marital status, veteran status, citizen or immigration status or any other basis protected by federal, State, or local laws. BestLife also prohibits harassment of applicants and employees based on any of these protected categories.

BestLife participates in E-Verify

Not sure if this is you?

If you don’t meet 100% of the above qualifications, you should still consider applying. We carefully consider every application, and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.