Patient Continuity and Needs Advocate

We’re unique. You should be, too. We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy? We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team. The Patient Continuity & Needs Advocate is responsible for helping to cultivate positive patient experience and drive long-term member retention. The incumbent in this role works collaboratively with Membership Growth Consultants (MGCs) and Center Dyads to execute targeted activities to retain membership. ESSENTIAL JOB DUTIES/RESPONSIBILITIES: Finds creative and compliant ways to engage with our patients and advance our need to have patients call us first Engages with all patients in the lobby, acting as a lobby ambassador, to identify opportunities for referrals, patient ambassadors, and service recovery Responsible for escalating service recovery issues to Center Dyad to ensure timely resolution Leverages Medallia and other patient experience tools to proactively identify members for early service recovery intervention Establishes strong relationships with brokers and agents that have ties with center Leverages MEDALs and other tools to intervene on future disenrollment and disenrolled membership in partnership with Center Dyad Compliantly connects future disenrolls/disenrolled members with agent of record of broker/agent of the day and notifies MGC of record or MGC of the day to reenroll members Identifies and reports on actionable disenrollment and patient engagement trends to inform member retention strategy in collaboration with Center Dyad Performs other duties as assigned and modified at manager’s discretion. KNOWLEDGE, SKILLS AND ABILITIES: Competent level business acuity In-Depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods Expert knowledge of member attribution, eligibility and disenrollment process Proven track record establishing and maintaining relationships with seniors Demonstrated skill in customer service and service recovery Knowledge of and experience in working with insurance brokers or agents preferred Detail-oriented and proficiency in Salesforce Excellent written and verbal communication skills Positive attitude and the ability to build trust with internal and external partners Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software Spoken and written fluency in English EDUCATION AND EXPERIENCE CRITERIA: High School diploma; BA/BS degree preferred OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis working with seniors a plus as is a general understanding of Medicare Advantage PAY RANGE: $17.0 - $24.26 Hourly The posted pay range represents the base hourly rate or base annual full-time salary for this position. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for a bonuses or commissions. EMPLOYEE BENEFITS We’re ChenMed and we’re transforming healthcare for seniors and changing America’s healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We’re growing rapidly as we seek to rescue more and more seniors from inadequate health care. ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people’s lives every single day. Current employees, if you want to apply to our internal career site, please click HERE Current Contingent Worker please see job aid HERE to apply #LI-Onsite Who We Are ChenMed is a family-owned, family-oriented organization committed to bringing superior health care to moderate-to-low-income seniors. Our vision To positively change American healthcare through primary care innovation for the neediest populations. Our mission To provide a convenient, patient-centered environment that fosters enduring relationships between doctors, staff and patients and delivers superior outcomes and a compassionate experience. We will create a healthcare system specifically for our patients' needs through dedicated doctors, a supportive team, and customized technology, and achieve value through scalable innovation, resourcefulness andaccountability. Our patient promise You are the reason we are here. Your coordinated healthcare and well-being is our focus. Like a member of our family, we will take care of you in good times and in times of need.