Lantern Health: We were founded in 2018 to provide primary care the way it is meant to be: grounded in a relationship between people, focused on an authentic experience, and crafted for when, where, and how our clients need it. We are driven to transform primary care in our community and region, and we are hiring.

Our core model is called direct primary care, where clients pay an upfront membership fee for primary care. This model addresses most pain points seen with traditional, fee-for-service primary care by re-emphasizing relationship-based care, allowing longer and less rushed appointments, bringing predictability and transparency to the cost of care, facilitating a sustainable work-life balance, and incentivizing us to keep our clients as healthy as possible. We care for clients of all ages and varying socioeconomic levels, with about 50% of our clients now coming from over 60 local businesses, who pay for our offering as part of their benefits plan.

Our team includes physicians, nurses, and health coaches, together offering comprehensive primary care, including personalized prevention and health coaching, chronic disease management, sick visits, pregnancy and newborn care, lab services, and in-office procedures. We currently have two modern and convenient downtown and south Asheville locations. In addition to delivering care in person, well over 50% of our care is delivered virtually through a privacy-protected app that gives our clients text, phone, and video access to the team, so they get all the convenience of telemedicine services with providers who know them and their story. We are focused on cultivating a great experience for our team and our clients.

If you are highly motivated to transform primary care, work smarter and independently as part of a small, growing, dynamic team, and create meaningful connections with clients and community, please consider applying.

Position Summary: The Practice Coordinator position manages front of house operations, coordinates client experience, reception, and scheduling, and supports the Practice Manager with client onboarding and management.

Job Description: With an overarching focus on enhancing the client and team experience at Lantern Health, the Practice Coordinator position is a consumer-facing role that includes administrative and operational responsibilities. Welcoming clients and facilitating an excellent experience for them is central to our mission. Our lobby and welcome area are designed to feel more like a café then a typical waiting room, and the Practice Coordinator manages all aspects required for this to be the case. Accordingly, this role sets the stage for in-person client visits by managing and overseeing front office and daily operations, including looking for opportunities and touches, even if small, the enhance the client experience. This team member will be consistently representing the broader Lantern Health team and become a regular and known team member to our clients.

The role also coordinates virtual communication with and all non-acute scheduling for clients, requiring proactive and responsive management. The communication will be both virtual via text through our privacy-protected Fold app, as well as through phone. In accordance with skills and licensure, this role will not be responsible for clinical communication and issues, though will facilitate getting messages to the appropriate team member.

In addition, alongside the Practice Manager, this role supports member and employer onboarding and membership management. With our emphasis on client and team member experience, onboarding is critical for both a first impression and productive first encounter. Consistent process and efficiency with timely checks and reminders will be a key aspect of ensuring a smooth, effective onboarding process. Ongoing monitoring and analysis of member experience is also a component of the role.

Responsibilities:

Manage front office and daily operations:

• Maintain a welcoming environment with a focus on offering an exceptional experience for members, guests, and staff, including: unlocking and locking front door; opening and closing blinds; turning on and off lights; maintaining drinks/snacks self service station, including making coffee at least 1x daily; collecting dishes, running, and emptying dishwasher; and updating welcome board once weekly.
• Order and monitor all non-clinical supplies for the front office (snacks, drinks) and in-house over-the-counter pharmacy products.
• Collect and distribute mail and receive office deliveries.
• Manage lending library, including reminders and follow-up.

Coordinate client reception and scheduling, communicate proactively and responsively with clients, and manage attributed Fold message filters:

• Participate in morning team huddles and schedule review.
• Maintain a front desk presence with a focus on offering an exceptional experience for members, guests, and staff, including: greeting and checking-in members in Elation; directing and coordinating rooms and clinic flow; and preparing and cleaning rooms after use.
• Serve as first point of in-person and virtual member contact during office hours with focus on addressing, coordinating, and re-distributing text communication in Fold “Inbox” filter in accordance with message specifics: respond to all non-clinical messages; redirect all clinical messages to Clinical Coordinator to triage, with verbal notification for urgent issues as needed
• Answer and address all non-urgent, non-clinical phone voice mails along with Practice Manager.
• Facilitate all non-acute scheduling in Fold task pool, including new patient appointments while redirect any acute scheduling or scheduling with clinical nuance to Clinical Coordinator.
• Address and manage any Fold messages in “Assigned to Me” and other applicable folders.

Support Practice Manager with member and employer onboarding and membership management:

• Engage directly with client and employer recruitment through education of direct primary care model and direct communication, including responding to client and employer inquiries when Practice Manager not available.
• Support proactive onboarding of new retail and employer clients, including documentation and new patient appointment scheduling along with Practice Manager as detailed in Client Onboarding document.
• Address and manage onboarding workflows in Fold.
• Facilitate all client billing in Hint, including memberships and creation and payment of invoices for retail products, add-on non-covered lab testing, and procedures.
• Support Practice Manager in addressing all unpaid or discrepant client bills in Hint and member transitions due new memberships due to age or employer change.
• Conduct collection and analysis of patient satisfaction surveys through Fold, including scheduling of initial (3 months) and follow-up surveys (annual).
• Oversee sending of birthday messages to all clients on weekdays via Fold. For any birthdays that fall on weekends, schedule tasks for Friday before weekend and send messages on Friday before weekend.

Qualifications, Experience:

Required Education: High school diploma or GED

Preferred Education: Bachelor’s degree or Associate’s degree

Required License and Certifications: BLS Healthcare Provider

Preferred License and Certifications: None

Preferred Experience: Two years of work in primary care and health care, particularly in reception or practice operations.

Logistics, Details:

Location: Lantern Health – Asheville South

11 Crispin Court, Suite E-106, Asheville, NC 28803

Salary: Minimum $36,000 with opportunity for more depending on experience

Hours: To Be Finalized (All 32 hour = 4 day work week):

Option 1: 5 partial days (Monday to Friday: 8:30a to 3p)

Option 2: 1 full day off weekly (Monday, Tuesday, Thursday, Friday 8:30a to 5p (day off to be finalized, Wednesday as day off as example))

Benefits:

Health: Direct Primary Care membership Sedera Health Medical Cost Sharing coverage for employee, access for spouse/domestic partner and dependents

Vacation/Sick: 20 days per year (note 4 days off = full week off)

Holiday: 6 days per year

Continuing Education/CME: 3 days per year

Retirement: 401k with 4% match after 90 days

Future: Intention to provide Dental, Vision, Life AD&D, Disability, and continuing education financing benefits as move past start-up phase.

Start Date: as soon as June 3, 2024

Job Type: Full-time

Pay: From $36,000.00 per year

Ability to Commute:

• Asheville, NC 28803 (Required)

Ability to Relocate:

• Asheville, NC 28803: Relocate before starting work (Required)

Work Location: In person