Wellness Coordinator

Position Purpose & Summary

The Wellness Coordinator serves as the primary point of contact for Strata Med's Stratafied membership program, delivering a seamless, concierge-level experience across all wellness services. This role is responsible for coordinating member care, scheduling services, and ensuring a highly personalized, high-touch experience from initial engagement through ongoing membership support.

As a front-line representative of Strata Med, the Wellness Coordinator plays a critical role in shaping the member experience-providing knowledgeable guidance, anticipating needs, and removing barriers to access. This position works closely with clinical teams, operations, and leadership to ensure alignment, continuity of care, and an exceptional standard of service.

Essential Functions:

• Serve as the primary liaison for Stratafied members, providing concierge-level support and coordination
• Coordinate and manage member scheduling across multiple services (clinical, wellness, diagnostics, etc.)
• Deliver a high-touch, personalized experience through proactive communication and engagement
• Maintain strong working knowledge of all Strata Med services to effectively guide members
• Collaborate with clinical providers to support care coordination and follow-through on care plans
• Manage inbound and outbound communications (phone, email, text) in a timely and professional manner
• Support member onboarding, including intake, documentation, and orientation to services
• Track member utilization, engagement, and service coordination to support program success
• Ensure accurate documentation within systems (EHR, scheduling platforms, internal tools)
• Resolve member concerns professionally and escalate when appropriate
• Maintain confidentiality and adhere to all policies, procedures, and compliance standards
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.

Additional Duties and Responsibilities:

• Assist in developing and refining member experience workflows and processes
• Support reporting efforts related to member engagement and utilization trends
• Participate in team meetings, operational planning, and continuous improvement initiatives
• Assist with coordination of wellness services tied to Stratafied offerings (e.g., labs, IV therapy, assessments)
• Provide feedback to leadership on opportunities to enhance the membership experience
• Support cross-functional initiatives tied to growth and expansion of Strata Med services
• Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
• Provide extraordinary service that is "Enriching by Nature."
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things go right if they go wrong.
• Give the guest/member a fond farewell.
• Address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures.
• Observe and adhere to safety guidelines.

Marginal Functions:

• Assist with front desk or clinic support as needed during high-volume periods
• Support special events, outreach efforts, or wellness programming as assigned
• Perform other duties as assigned to support operational needs
• Perform other duties as assigned.
• Interface positively with other departments, offering assistance when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:

1. Minimum Knowledge & Skills:

• Strong interpersonal and communication skills with a high degree of professionalism
• Ability to deliver concierge-level customer service in a fast-paced environment
• Highly organized with strong attention to detail and time management skills
• Ability to multitask, prioritize, and adapt to changing needs
• Strong problem-solving skills with the ability to think proactively
• Comfortable communicating complex or technical information in a clear, simple manner
• High level of discretion and ability to handle confidential information
• Proficient in Microsoft Office and ability to learn EHR and scheduling systems
• Self-starter with the ability to work independently and collaboratively

1. Formal Education and Job-Related Experience:

• Bachelor's degree or equivalent experience preferred
• Minimum of 2+ years of experience in customer service, healthcare, hospitality, or concierge-style roles
• Experience in a healthcare or wellness setting strongly preferred
• Experience working in a high-touch, client-facing environment preferred

1. License, Registration, and/or Certification Required:

• Not required for this role

External and Internal Personal Contact:

1. Communications:

Daily – Members/Stratafied membersparticipants, Clinical providers and care teams, Operations, Front desk and administrative teams

Weekly – Participation in team meetings and operational discussions, coordination with leadership and cross-functional teams

Occasionally – Participate in one-on-one coaching sessions, presentations, trainings, or special projects

1. Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.

The Wellness Coordinator operates as a key connector across Strata Med, collaborating closely with clinical, operational, and client-facing teams to ensure a seamless and elevated member experience.

This role contributes to a culture of service excellence by:

• Supporting team members and promoting a collaborative, solutions-oriented environment
• Communicating effectively across departments to ensure alignment and continuity of care
• Demonstrating flexibility and willingness to assist where needed to support the overall member experience
• Contributing ideas and feedback to improve workflows, processes, and service delivery

Additional Licenses and/or Certifications Required: None

YES

NO

Valid Driver's License

X

CPR Certification

X

Food Protection Manager Certification

X

Food Handler Certification

X

Alcohol Server/Seller Certification

X

Position Analysis/Specifications:

N/A

(Not Applicable)

OCCASIONAL

FREQUENTLY

Sitting

X

Standing

X

Walking

X

Bending Over

X

Crawling

X

Reaching

X

Crouching

X

Kneeling

X

Balancing

X

Pushing / Pulling

X

Lifting / Carrying:

10 lbs. or less

X

11 to 25 lbs.

X

26 to 50 lbs.

X

51 to 70 lbs.

X

Manual Dexterity

X

Fine Motor Skills

X

Gross Motor Skills

X

Eye / Hand Coordination

X

Near Vision

X

Far Vision

X

Color Recognition

X

Hearing

X

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

YES

NO

Working Outside

X

Working Inside

X

Working Alone

X

Working Closely with Others

X

Excessive Cold / Heat

X

Excessive Humidity / Dampness

X

Noise / Vibrations

X

Working Above Ground

X

Working Below Ground

X

Working with Chemicals / Detergents / Cleaners

X

Working Around Fumes / Smoke / Gas

X

Walking on Uneven Surfaces

X

Operating Motorized Equipment or Vehicles

X

Working Around/Near Machinery/Motorized Equipment

X

Climbing on Scaffolds or Ladders

X

Continuous use with a Computer and Keyboard

X