Member Navigator

Job Description

Job Description:\n\nDescription:\nPosition Title: Member Navigator \nPosition Category: Non-Exempt, Full-Time\nReports to: Director of Member Engagement and Growth Strategy \nFlexible Hybrid: On-site/Hybrid\nDirect reports: N/A\nAnnual Salary: $75,000\nAnnual Performance Bonus: $15,000\n\nJoin Our Team \nAt the Center for Better Aging (CBA), our mission is to improve the quality of life for older adults and strengthen the communities we serve. We provide compassionate aging services, support, and resources that help individuals live healthier and safer lives.\n\nCBA is a diverse, mission-driven team of professionals who value collaboration, innovation, and dignity for all. We foster a supportive work environment that encourages new ideas, growth, and work-life balance.\n\nWe’re a growing nonprofit—and we’re looking for people who want to grow with us. Employees at CBA are encouraged to take on new challenges, develop leadership skills, and pursue professional development opportunities that help advance their careers within the organization. \n\nCore Responsibilities\nMember Acquisition, Lead Management, and Scheduling\n\n Meet or exceed member acquisition goals through outreach and engagement \n Generate leads in target communities and manage them through the full conversion process \n Conduct outreach via phone, events, referrals, and digital channels \n Follow up consistently to convert prospects into scheduled appointments and active members \n Present CBA services through one-on-one consultations and community interactions \n Coordinate appointment scheduling and support timely access to care \n Assist with insurance-related processes as needed \n Drive results through consistent follow-up, documentation, and engagement\n Support Medicare Annual Enrollment Period (AEP) operations through increased outreach, member engagement, scheduling, education, and retention activities during the annual enrollment cycle\n Conduct proactive outreach to Medicare-eligible individuals to support awareness of available benefits, care access, and CBA services during AEP\n Assist with Medicare wellness evaluations, Medicare engagement initiatives, and scheduling activities for Medicare members to support continuity of care and preventive health goals\n Collaborate with internal teams, providers, and approved external partners to support member retention and engagement efforts during peak enrollment periods\n Maintain timely follow-up and documentation during high-volume enrollment periods while ensuring compliance with all CMS, organizational, and outreach guidelines\n\nTransportation Coordination\n\n Schedule transportation through managed care organizations (MCOs) by coordinating directly with insurance providers \n Monitor ride schedules and resolve missed, delayed, or failed transportation using internal tools (e.g., Kaizen Health) \n Coordinate backup transportation when needed to ensure continuity of care \n Track and report transportation activity and outcomes, including completed and failed rides \n Proactively resolve transportation and scheduling issues with a member-first approach\n\nPrimary Care Physician Assignment and Insurance Coordination\n\n Contact insurance carriers to complete PCP switch requests.\n Ensure CBA members are assigned to the appropriate providers when required.\n Follow up with insurance plans, members, and internal teams to confirm PCP assignment status.\n Document PCP switch activity, barriers, outcomes, and next steps in Salesforce or other approved systems.\n Support member access by helping resolve insurance-related barriers that may prevent scheduling, care engagement, or continuity of care.\n\nSalesforce and Data Management\n\n Maintain accurate Salesforce records for member interactions, outreach, scheduling, transportation, and conversion activity \n Manage a pipeline of leads and track progress across key workflows \n Capture and report data on outreach, conversions, transportation outcomes, and engagement metrics \n Generate reports and identify trends to support performance improvement \n Analyze data to improve outreach strategies and lead conversion \n Support accurate tracking of outreach, engagement, and operational outcome\n\nCommunity Engagement and Partnerships\n\n Represent CBA at community events, outreach activities, and partner engagements \n Serve as a frontline ambassador communicating CBA’s services and member-centered approach \n Engage and enroll diverse communities using culturally responsive practices \n Build and maintain relationships with community partners and referral sources \n Identify partnership opportunities to support lead generation and engagement \n Execute outreach strategies to increase awareness across priority communities \n Ensure compliance with all guidelines related to outreach and member engagement\n\nEvent Coordination and Outreach Execution\n\n Plan and execute community events to drive awareness, lead generation, and member acquisition \n Participate in outreach activities including health fairs, tabling events, and partner activations \n Support event logistics, lead capture, follow-up, and reporting \n Evaluate event performance to improve outreach and conversion results \n Communicate CBA’s value through presentations and one-on-one engagement \n Ensure events are organized, professional, and aligned with growth goals\n\nAdministrative and Cross-Functional Support\n\n Support scheduling, transportation coordination, documentation, and member follow-up across teams \n Collaborate with internal departments and stakeholders to align outreach and engagement efforts \n Assist with cross-functional operations and resolve member access needs as they arise \n Support initiatives related to care coordination, engagement, and member retention \n Serve as a flexible resource to meet operational and organizational priorities \n Perform other duties as assigned to support CBA’s mission and growth strategy\n Support operational initiatives associated with Medicare Annual Enrollment Period (AEP), including increased outreach activity, scheduling coordination, member communications, member retention efforts, and engagement campaigns\n Assist with Medicare member evaluations, preventive engagement initiatives, and care access coordination for Medicare populations\n\nPerformance Metrics\n\n Member acquisition and lead-to-member conversion rates \n Lead follow-up performance and appointment scheduling outcomes \n Transportation completion rates and PCP assignment accuracy \n Salesforce documentation accuracy and timeliness \n Outreach activity, event impact, and community partnerships \n Conversion rates from outreach to scheduled appointments \n Resolution of transportation, scheduling, and member access barriers \n Accuracy of outreach, engagement, and operational tracking \n Additional metrics as assigned\n Performance expectations, outreach goals, scheduling volume, conversion metrics, and engagement activities may adjust during Medicare Annual Enrollment Period (AEP) based on operational and organizational priorities\n Medicare member engagement completion rates, wellness evaluation scheduling outcomes, retention-related activities, and member follow-up performance\n AEP-related outreach productivity, lead conversion outcomes, scheduling turnaround times, and retention support metrics\nRequirements:\nQualifications\nRequired Education\n\n High school diploma or GED required.\n Bachelor’s degree preferred.\n\nRequired Skills and Competencies\n\n Ability to engage diverse communities with professionalism and cultural awareness \n Excellent organization, multitasking, and time management skills \n Ability to work independently and collaborate across teams \n Communicating with members, insurance providers, and partners to coordinate services and resolve issues \n Flexibility to work evenings and weekends as needed\n Proactive, adaptable, and results-driven problem solver \n\nPreferred Experience\n\n 2+ years of experience in sales, outreach, healthcare navigation, customer service, or community-based roles \n Experience with member outreach, lead generation, or care coordination workflows \n Knowledge of Medicare, Medicaid, or managed care environments \n Experience with CRM systems (Salesforce preferred) or transportation coordination tools (e.g., Kaizen Health) \n Event coordination or community engagement experience \n Familiarity with health equity and social determinants of health \n Proven ability to meet or exceed performance or outreach targets\n Familiarity with Medicare Annual Enrollment Period (AEP) workflows, Medicare Advantage engagement strategies, Medicare wellness evaluations, and member retention initiatives\n\nAdditional Job Requirements and Qualifications \n\n Reliable transportation and willingness to travel locally \n U.S. work authorization required\n Strong communication, interpersonal, and persuasion skills \n Proficiency in Microsoft Office (Excel, Outlook, Word, Teams) \n Ability to work on-site at St, Bernard Hospital \n Understanding that key systems (e.g., Meditech and Citrix) are accessible only on hospital premises and cannot be accessed remotely\n Adherence to all system access, security and confidentiality protocols. \n Flexibility to support extended outreach, scheduling, engagement, and operational activities during peak enrollment periods, including Medicare Annual Enrollment Period (AEP)\n\nPhysical Requirements\n\n Ability to travel extensively (60–80% of the workweek) within the Greater South Side of Chicago to support outreach, events, and member engagement\n Reliable transportation and valid driver’s license if required\n Ability to sit for extended periods while using a computer, making calls, and documenting activity\n Proficiency using standard office and mobile technology, including CRM systems\n Ability to communicate effectively in person and by phone\n Ability to stand, walk, and work outdoors for extended periods during community events\n Ability to lift and carry up to 30 pounds and assist with event setup and breakdown\n Ability to work in both indoor and outdoor environments, including varying weather conditions\n\nCBA is committed to providing reasonable accommodations to qualified individuals with disabilities to perform essential job functions.\n\nReporting Structure\nThe Member Navigator will report to the Director of Member Engagement and Growth Strategy and work closely with CBA’s directors, clinical teams, outreach teams, operational teams, and community partners.\nThe Director of Member Engagement and Growth Strategy will evaluate the Member Navigator’s performance based on expectations related to member acquisition, lead follow-up, transportation coordination, PCP assignment completion, Salesforce documentation, outreach participation, partner engagement, scheduling outcomes, and overall contribution to CBA’s growth and member engagement strategy.\n\nIs This You?\nYou excel in fast-paced, high-volume environments where priorities shift and calendars are full. You anticipate needs, exercise sound judgment, and follow through consistently. You are highly organized, detail-oriented, and intrinsically motivated by bringing structure, clarity, and momentum to complex work. You work efficiently without sacrificing accuracy and understand how your role directly supports effective leadership and organizational performance. You work effectively across all teams and departments—Finance, HR, Programs, and Executive Leadership—and you’re not afraid to jump in, take initiative, or lead a new project when needed. If this sounds like you, CBA would love to have you on our team!\n\nThe Member Navigator is a results-driven, community-facing role responsible for supporting member acquisition, engagement, scheduling, transportation coordination, insurance workflows, outreach, and retention.\nThis role serves as a key link between community outreach, member engagement, and care access, helping prospective and existing members navigate CBA services. Responsibilities include converting leads into scheduled appointments, coordinating transportation, supporting PCP assignment, participating in community events, and maintaining accurate activity tracking in Salesforce.\n\nThe Member Navigator represents CBA in the community, by phone, and with partner organizations. Success in this role requires strong communication, organization, cultural humility, and the ability to work in a fast-paced, goal-oriented environment. Reliable transportation and willingness to travel throughout the Greater South Side of Chicago are required.\nThis position is eligible to earn up to $15,000 annually in performance-based incentives tied to acquisition, engagement, and operational metrics.\n\nWhy CBA?\nCBA offers generous pay and benefits, including:\n\n BCBS medical and dental insurance.\n Principal vision insurance.\n Short- and long-term disability insurance.\n Professional development opportunities.\n Nine paid holidays.\n Office closure between Christmas and New Year’s Day.\n Hybrid office setting.\n Paid time off.\n 403B plan.\n Excellent technology and IT support.\n\nHow to Apply\nTo apply, submit a cover letter describing your interest and experience along with your resume to: View email address on ziprecruiter.com\n\nEqual Opportunity Employer Statement\nThe Center for Better Aging is committed to diversity and inclusivity, ensuring equal opportunities for all employees and applicants. As an Equal Opportunity Employer, CBA does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, disability, genetics, veteran status, or any other federal, state, or local protected class. We encourage individuals from all backgrounds to apply.