Overview

Lone Tree Family Practice is looking for a Personalized Care and Membership Representative to help grow the Personalized Care Medicine Program! OnPoint Medical Group is a physician-led network, with a unique, progressive model of Physician Leadership in each of our family, internal medicine, OB-GYN and pediatric practices. OnPoint Medical Group is committed to expanding access to high-quality healthcare in our surrounding communities, in the most effective and affordable manner possible. Position Summary The Personalized Care Patient Care & Membership Representative serves as the first point of contact for patients and members and is responsible for delivering an exceptional, personalized, customer-service-focused patient experience. This role supports the daily front office needs of the practice while helping grow, market, and sustain the personalized care membership programs. This position combines high-touch patient service, membership education, program marketing, patient engagement, enrollment support, renewal coordination, and administrative follow-through. The ideal candidate is professional, personable, service-oriented, and comfortable explaining the value and benefits of personalized healthcare programs to prospective and existing members. The representative plays a critical role in creating a welcoming concierge experience, strengthening patient relationships, supporting member retention, and promoting program awareness through consistent, patient-centered communication and outreach. Essential Responsibilities Customer Service & Patient Experience Serve as the welcoming face of the practice and provide a warm, polished, high-touch experience to all personalized care members and prospective members.Greet, assist, and guide patients with professionalism, discretion, empathy, and a strong hospitality mindset.Personally manage personalized care member check-in and check-out processes, ensuring each interaction feels attentive, organized, and personalized.Anticipate patient needs, help remove barriers to care, and escalate concerns promptly to support service recovery and patient satisfaction.Answer incoming phone calls, personal care line messages, and patient inquiries promptly, accurately, and professionally.Assist patients with portal enrollment, form completion, appointment preparation, and navigation of personalized care services.Maintain patient confidentiality and HIPAA compliance in all communications and interactions.Support front office operational excellence by helping with scheduling, demographic and insurance verification, payment collection, and general patient flow. Personalized Care Membership Program Support Educate prospective and existing patients regarding personalized care membership offerings, program benefits, pricing, enrollment steps, and renewal expectations.Conduct membership conversations and consultations in person, by telephone, or electronically using a consultative, patient-centered approach.Schedule meet-and-greet visits for prospective new members and provide timely follow-up after the visit.Guide patients through new membership enrollment, contract completion, renewal, and onboarding processes.Maintain accurate membership records, contracts, payment records, due dates, renewal dates, and related documentation.Monitor membership renewals, expirations, and retention opportunities; proactively contact members regarding renewals and program updates.Track member utilization and engagement activities to support retention, service improvement, and leadership reporting.Work cross-functionally between the EMR and POS systems to support accurate documentation, payment processing, and program coordination.Maintain PCI DSS compliance when handling payment information and follow practice procedures for cash, check, cash box, and deposit activity. Program Marketing, Outreach & Growth Serve as a knowledgeable ambassador for the personalized care programs and consistently communicate the value of enha