Job Description

PATIENT SUCCESS HEALTH COACH (MEMBERSHIP SPECIALIST)

Location: San Marcos, CA (occasional cross-coverage in Temecula)

Clinic: BFF Medical Wellness Clinic

About the Role

BFF Medical Wellness Clinic is an integrative, preventive medicine practice. We’re hiring a high-performing, adaptable, and curious Health Coach to ensure every member understands their benefits, follows through on care plans, and fully utilizes the services in their membership. This is a patient education, engagement, and care-navigation role that owns onboarding, consults, proactive follow-ups, and ongoing membership support . (This is a non-clinical, non-diagnostic role that works closely with our clinical team.)

What You’ll Do (Key Responsibilities)

• Own patient onboarding: welcome calls, intake completion, benefits walk-through, first-90-day plan, and appointment setup.

• Run consults (non-clinical): clarify goals, explain service options, set expectations, and map a clear utilization plan.

• Drive utilization & adherence: create personalized service calendars; book recurring touchpoints (e.g., body composition every 4 weeks for weight programs); organize labs and follow-ups.

• Proactive outreach & retention: call/text/email check-ins, missed-appointment recovery, upcoming-benefit reminders, and renewal discussions framed around outcomes and care plans.

• Educate with clarity: explain our portfolio— hormone optimization (BHRT/TRT), medical weight loss (including GLP-1 programs), peptide therapy, device-based aesthetics (diode laser hair removal, IPL/DPL, CO₂ laser), IV vitamins, functional wellness —and align patients to the right services with clinical approval.

• Coordinate with clinicians: prepare charts, surface questions, close the loop on plans, and document next steps.

• Operate the playbook: follow HIPAA-compliant scripts, pathways, and documentation standards in our CRM/EMR.

• Measure what matters: track utilization %, on-time onboarding, attendance/adherence, renewal/retention, response times, and patient satisfaction.

You’ll Succeed Here If You Are

• High-performing and self-directed: you take initiative, move fast, and finish strong.

• Exceptionally adaptable: you learn new programs and devices on the fly and adjust to evolving protocols.

• Relationship-driven: you’re warm, clear, and persuasive through education (not pressure).

• Organized & data-aware: you love checklists, calendars, and simple metrics that show progress.

• Mission-aligned: you believe in preventive, root-cause, integrative care.

Qualifications

• 2+ years in a patient-facing engagement, membership, health coaching, client success, or care-navigation role (medical, wellness, fitness, or similar).

• Confident communicator by phone, text, email, and in person; excellent writing and follow-through.

• Comfortable discussing wellness programs and explaining benefits in plain language.

• CRM/EMR experience; strong scheduling and documentation habits.

• Spanish bilingual is a plus.

• Available for occasional evening or Saturday events as needed.

What We Offer

• Competitive base pay with member-engagement incentives tied to utilization, adherence, satisfaction, and retention (not commission-style “sales”).

• Training on clinic programs and pathways (hormones, metabolic health, peptides, device-based aesthetics).

• Supportive team culture and clear career growth in a multi-location clinic.

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