Wellness Coordinator at Garden of the Gods Resort and Club

SUMMARY OF DUTIES

The Wellness Coordinator is a multi-functional front-line role responsible for coordinating and overseeing Stratafied Memberships. Providing support and information about the full-spectrum health and wellness activities and services offered by Strata Med. In this role, the right candidate is responsible for offering necessary assistance, guidance, and support to our Stratafied Members.

The Wellness Coordinator delivers professional, patient-centered services promoting and facilitating a holistic well-being among Stratafied Members. They engage continuously with Stratafied Members, to deliver a world-class health and wellness experience.

The Wellness Coordinator must continually present an elevated level of professionalism (one of the many faces of Strata), possess strong interpersonal skills, maintain a positive attitude, and remain calm under pressure. It is a dynamic, multitasking and patient-facing role key to the first impression – on the phone, via email, text, or in-person – and ultimate growth and success of Strata.

ESSENTIAL FUNCTIONS

• For membership, manage all new leads, coordinate care for concierge and membership programs, touch points to members on a regular basis, track all financial treatments, track membership for renewal, and coaching.

• For groups and C3 insurance employer groups, track all new hires monthly, reach out and touch points to engage with Strata Med.

• Greet patients with a proactive and anticipatory service heart, using signature phrasing, and key touch points

• Continuously exhibits a warm and welcoming, "glad you are here" demeanor; quickly establishes a connection with Stratafied Members.

• Enhances the patient experience through positive, proactive patient engagement related to practice inquiries, scheduling creativity, appointment management, and integrated wellness services

• Responds promptly and professionally to inquiries, conveying knowledgeable and clear information on the activities, services, and treatments available, in-person, on the telephone, via email, online chat, or text; knows our services inside and out so that questions can be quickly answered and understood

• Communicates and coordinates effectively with internal departments and colleagues, as necessary

• Attention to detail, quality focused, organization, time management, teamwork, and mission-driven

• Follow company processes accurately and efficiently, adherence to policies, procedures, and culture

• Responds to and resolves problems and complaints; escalates to the appropriate member of the management team, as needed; keeps records of interactions, transactions, comments, and complaints

• Participates in team meetings and operational working groups to optimize engagement.

• Assist clients in completing documents and contact them whenever an error is discovered and or when it needs to be corrected

• Performs other duties as assigned.

MINIMUM KNOWLEDGE

• Excellent written and oral communication skills with a high degree of diplomacy and team involvement. Needs to be both analytical and detail oriented.

• Must be a confident communicator and presenter. Tact, empathy, and self-discipline are traits required.

• Must have patient-centered customer service skills with excellent multitasking abilities, problem-solving, organizational, and planning skills.

• Excellent communication and presentation skills with a demonstrated ability to explain technical or complex information simply to customers.

• Ability to work independently and exercise judgment to resolve personnel and production issues that arise during daily operations.

• Ability to effectively present information and respond to questions from managers, team members, members, patients, and the general public.

• Must be able to understand medical, spa and wellness related terminology including the various treatment modalities, equipment, and products.

• Understands and possesses a high degree of confidentiality and discretion; awareness of the importance of protecting same.

• People-oriented with an ability to adapt / respond to diverse types of personalities, good problem-solving skills.

• Ability to multi-task, prioritize and manage time effectively.

• Proficient computer skills and ability to learn database and patient scheduling systems, including electronic health records and Microsoft Office, and a high level of data entry proficiency.

• Ability to be proactive and resourceful in attending to unanticipated situations; a quick learner, eager to help develop and evolve procedures.

• Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes necessary.

• Must be able to think critically and creatively, have knowledge of proper body mechanics to prevent injury.

• Requires excellent communication skills, computer (technology) skills – including Excel, interpersonal skills, and record keeping.

PROFESSIONAL REQUIREMENTS

• High school or college degree or equivalent

• Minimum one (1) year professional experience in a health care delivery setting

• Customer service experience required, preferably related to a high-volume healthcare, hospitality, or service-related industry; strong preference for health-care office or healthcare system experiences with progressive responsibilities.

• Medical Assistant certification helpful.

SCHEDULE & COMPENSATION

• Full-Time (40 Hours) non-exempt with ability to grow within role and organization

• Clinic and patient services provided Monday through Saturday; assigned work schedule based on a 5-day work week which may include occasional weekend shift work.

• Benefits Eligible (first of the month 60-days after date of hire)

• Wages - Commensurate with experience, professional demeanor, contribution impact abilities, and commitment.

PHYSICAL REQUIREMENTS, WORKING CONDITIONS & ENVIRONMENTAL FACTORS

Most portions (50% – 100%) of daily assignments involve prolonged sitting or standing, in an indoor office area with carpet or tile floors. Well-lit with good ventilation. Significant portions (75% – 95%) of daily assignments involve potential ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, with occasional lifting, pulling, pushing, or carrying of heavy objects.

ABOUT US

Strata Med in Colorado Springs, Colorado, redefines patient care by integrating the personalized focus of concierge medicine with the holistic approach of integrative and functional medicine. Unlike traditional settings, our practice values extended interactions to understand and address individual health needs comprehensively. This blend of personalized and preventive care, backed by a team of skilled practitioners, promotes long-term health outcomes, shifting from merely treating symptoms to exploring underlying causes and optimizing overall wellness.

Acknowledging the uniqueness of each patient's health journey, Strata Med's concierge medicine steps beyond the time-limited engagements found in conventional clinics. We provide collaborative and long-term strategies to address current ailments and promote a healthier future. Through this patient-centric and collaborative approach, we are your steadfast partner in navigating the path to better health and well-being.

GENERAL ACKNOWLEDGEMENT & SIGN-OFF

The team member is expected to adhere to all Company policies and to act as a role model in adherence to such policies.

A commitment to service excellence has permitted our company to be recognized for delivering extraordinary patient and member experiences. Success and growth in the future are dependent upon our ability to take STRATA Med, part of the Garden of the Gods Resort and Club (GGRC) family of companies, to the next level. For this reason, our most important continuing objective is to provide unparalleled service and hospitality from the heart.

The collective strength of the Strata Med team is derived from the individual effort and dedication of every team member. The full use of your knowledge, experience, ability, and energy is important to our success as we work together for excellence.

To be successful, your individual initiative, passion, and commitment as well as thoughtful participation as a member of different teams in which you work is required. Individual effort in the performance of your own duties, and positive and productive interactions with others, both internal and external to the company, are crucial.

In addition, we value and encourage your creativity, your continuous improvement and personal development, and your feedback on operations and how they may be improved.

The statements in this job description are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all duties and/or responsibilities.

I have read, understood, and had the opportunity to ask questions regarding this position description.

By: _______________________________________________________________

(Printed Name)

By: _______________________________________________________________

(Signature)

Date: _______________________________

STRATA MED

https://www.STRATAwell.com/

CAREER PATH

• Wellness Coordinator Director

POSITION GOALS

• 90% patient satisfaction

• 15% referral integration

• 100% encounter entry/completion

• 80% fill rate

• 80% visit goals

• 45% patient retention

• Average patient wait time less than 5 minutes

• 90% next appointment scheduling