Member Experience Coordinator

IOA is on the forefront of revolutionary healthcare models reshaping the way people can age in place. Our innovative models transform lives enhance communities and save healthcare systems millions of dollars. Rather than focusing on archaic outdated design we strive to consistently question the status-quo and create new and more innovative ways to help aging adults and adults with disabilities maintain their quality of life.

With over 23 programs we offer multiple ways to aid seniors maintain their health well-being independence and participation in the community fulfilling our mission.

Key Responsibilities:

Front Door and Member Experience
Serve as a primary point of contact for calls and inquiries related to Compania services
Provide a warm knowledgeable introduction to Companias programs and offerings
Respond to referrals and inquiries coming from Connect physicians community partners and families
Help answer initial questions and determine appropriate next steps for prospective members
Ensure callers and visitors feel welcomed and supported regardless of whether Compania services are ultimately the right fit

Scheduling and Coordination
Schedule Enrichment Center tours caregiver coaching consultations and other introductory visits
Coordinate initial appointments and ensure families have clear information about timing location and logistics
Assist with scheduling transportation for Enrichment Center members when appropriate
Coordinate calendars and logistics with program leads including the Guide Enrichment Center Manager and Caregiver Coach
Follow up with prospective members or families who scheduled tours or consultations but did not attend helping reschedule when appropriate
Return calls and emails from prospective members who have inquired about Compania services but have not yet scheduled a visit
Manage incoming communications from current members regarding scheduling changes such as adding or changing Enrichment Center days reporting absences or confirming attendance

Tour and Visit Support
Help facilitate tours of the Enrichment Center and introduce prospective members and families to the program
Assist with hosting prospective members and families during their visit
Help ensure that tours and visits reflect the welcoming person-centered culture of Compania

Member Experience and Hospitality
Help create positive and memorable experiences for members and families
Support special experiences such as welcoming new members assisting with outings or coordinating experiences such as trishaw rides or small group excursions
Operate the trishaw or electric vehicle to provide prospective members and families with short rides around the Presidio or nearby areas as part of the Compania experience
May occasionally accompany members on outings such as a short trip around the Presidio or to the beach when appropriate
Help cultivate a welcoming and vibrant environment at the Enrichment Center so that prospective and current members feel part of a supportive community
Provide a warm presence at the Enrichment Center and serve as a resource for members and families

Program and Administrative Support
Support intake coordination and assist with collecting initial information from prospective members
May help prepare materials such as welcome packets program information and intake forms
Assist with general administrative support including scheduling documentation and coordination across the Compania team
Serve as a point of contact for current members and families calling with day-to-day questions related to scheduling attendance or program participation
Track and communicate schedule changes or attendance updates to the appropriate program staff to ensure accurate planning and coordination
Work closely with program leadership to ensure smooth coordination across service lines

Transportation and Community Engagement
Assist with member transportation coordination and occasional driving when appropriate (for example picking up new members or supporting outings using Companias van; no special license required)
Support Compania community engagement activities and events

Collaboration
Work closely with the VP of Compania Guide Enrichment Center Manager Caregiver Coach and Lifestyle Companion team to ensure seamless coordination across services
Participate in team meetings and contribute insights from member and family interactions

Qualifications
Bachelors degree preferred or equivalent experience in hospitality social services healthcare community programs or related fields
Minimum 3 years experience in customer service program coordination healthcare navigation hospitality or community engagement or equivalent preferred
Demonstrated emotional intelligence and ability to interact with empathy patience and sensitivity with older adults and families particularly those navigating cognitive change or caregiving challenges
Strong interpersonal skills and ability to create a welcoming and supportive environment for older adults and families
Excellent organizational and scheduling skills
Strong communication skills and ability to speak with families navigating complex situations
Comfort working in a fast-paced environment with multiple responsibilities

Commitment to person-centered service and respect for older adults and caregivers
Valid drivers license and willingness to occasionally assist with transportation if needed

Personal Qualities
Warm approachable and empathetic
High emotional intelligence including the ability to listen carefully respond thoughtfully and support families who may be experiencing stress uncertainty or difficult transitions
Highly organized and detail-oriented
Flexible and solution-oriented
Comfortable interacting with older adults and family caregivers
Ability to maintain discretion and confidentiality

This role is central to ensuring that Companias programs are experienced not simply as services but as a coordinated and compassionate journey for the individuals and families we serve. As Compania continues to grow this role may evolve to include broader responsibilities in member experience design community engagement and program coordination.

Compensation

• Range: $26 - $30/hourly

This amount is not necessarily reflective of actual compensation that may be earned nor a promise of any specific pay for any specific employee which is always dependent on actual experience education and other factors.

This range does not include any additional equity benefits or othernon-monetarycompensation which may be included.

Beware of Hiring Scams

We are aware that some third parties have reposted our job listings in an attempt to scam applicants. Please be cautious and only apply through our official channels.

• Institute on Aging will never request payment or sensitive personal information such as Social Security numbers during the hiring process.
• All official communication will come from a verified IOA email address.
• If you receive any suspicious communication or requests report them to .
• All legitimate job openings can be found on the Institute on Aging Careers Page.

We encourage you to learn more about IOA by visiting us here.

IOA reserves the right to adjust work hours or duties when appropriate.

Institute on Aging is an Equal Opportunity Employer. Institute on Aging is committed to cultivating a diverse and inclusive work environment and providing equal opportunities to all employees and job applicants without regard to age race religion color national origin sex sexual orientation gender identity genetic disposition neuro-diversity disability veteran status or any other protected category under federal state and local law.

Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.