THE LANBY OVERVIEW

The Lanby is a modern concierge medicine practice for patients who value a holistic, proactive approach to health. We take an expansive approach to primary care - one that's integrative, personalized, and above all, patient-centric.

Members are assigned a dedicated care team involving a Lead Physician (MD), Wellness Advisor (RD), Advanced Practitioner (PA/NP) and Member Advocate, who work collaboratively to support all pillars of the patient journey: medicine, wellness, and coordination.

The annual membership includes an 80-min baseline assessment, quarterly check-ins, acute care, compensive labwork, a personalized care plan, chat messaging, curated specialist referrals, quarterly check-ins, and more.

ROLE OVERVIEW

The Member Advocate is a vital role at The Lanby, ensuring members receive seamless, high-touch support in coordinating their care. Sitting at the intersection of clinical operations and customer experience, the Member Advocate acts as a liaison between patients and their Care Team, helping to streamline communication, facilitate care navigation, and provide concierge-level service. This role is ideal for a candidate who is passionate about improving the patient experience and thrives in a fast-paced, hospitality-forward environment.

YOU WILL

• Guide new members through their onboarding process, ensuring they understand The Lanby’s services and how to maximize their membership benefits.
• Advocate for members internally to ensure ongoing alignment with their Care Team and goals are being met.
• Secure expedited appointments with top specialists and help members find in-network providers when applicable.
• Assist members in maximizing their insurance benefits by creating superbills for reimbursement and identifying in-network specialists when needed.
• Proactively monitor member satisfaction through surveys and direct outreach and follow up appropriate to improve the member experience and maximize their success.
• Coordinate with the Care Team to troubleshoot member complaints, and ensure each patient feels heard, supported, and well cared for.
• Select, vet, and build relationships with specialists to add to our vetted specialist network

YOU ARE

• Passionate about hospitality and the patient experience
• Committed to delivering excellent customer service
• Detail-oriented and obsessed with systems and organization
• A motivated problem-solver that confronts challenges head-on
• A personable and effective communicator
• Innately strong at building trust and rapport
• Eager to take part in a forward-thinking start up culture
• Motivated to go the extra mile to support patients in their health journeys
• Effective at managing and prioritizing multiple responsibilities

QUALIFICATIONS

• 2+ years relevant experience (patient coordination, customer success, client services, or member management)
• Previous healthcare experience is not mandatory, but a substantial interest in healthcare is required
• Available to work in a hybrid capacity from our office in Midtown Manhattan

TIMELINE & COMPENSATION

• Start Date: June 2025
• Base Salary: $75-80K
• Competitive benefits including PTO, health, dental, and vision insurance