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ChenMed · 2 months ago

Member Growth and Onboarding Coordinator

United States

Full-time

Remote

Entry Level

$20.20/hr - $28.83/hr

2+ years exp

ChenMed is a family-owned and physician-led healthcare provider focused on transforming healthcare for seniors. The Member Growth and Onboarding Coordinator is responsible for ensuring a smooth onboarding experience for new patients, driving patient retention, and engaging with disenrolled members to enhance re-engagement efforts.

Health CarePrimary and Urgent Care

Responsibilities

Ensures new patients successfully complete the onboarding process and attend their first appointment at one of our centers

Builds strong relationships with center and sales leaders to support patient onboarding efforts

Assists in the development and use of tools to track progress, identify potential challenges, and implement real-time solutions

Follows a standardized onboarding process to ensure consistent and efficient experience for new patients

Ensures new patients attend orientation and complete their initial appointment within the first 30 days of eligibility

Reaches out to 100% of disenrolled patients and coordinates next steps with center and sales leaders, to bring patients back

Supports the development of reports and insights to understand why patients disenroll and identify opportunities for continuous improvement

Collaborates with key stakeholders to implement strategies that address patient concerns and enhance retention

Provides updates to market and regional leaders on retention efforts and outcomes

Maintains and updates CRM tools to effectively manage patient retention and onboarding efforts

Builds strong partnerships with internal sales teams and market leaders to enhance the new patient experience

Assists in monitoring monthly and quarterly patient onboarding metrics to ensure goals are met

Supports the implementation of engagement strategies to drive patient retention and re-engagement efforts

Supports outreach and retention efforts during AEP, OEP, and SEP enrollment periods to maximize patient retention

Performs other duties as assigned and modified at manager’s discretion

Qualification

Customer service skillsMicrosoft Office SuiteOrganizational skillsSales operations understandingHealthcare experienceMulti-taskProblem solving skillsCommunication skillsDetail-orientedTime management skills

Required

High school diploma required; BA/BS degree in business or related field preferred

Minimum of two (2) years of sales, operations, or customer service experience in a healthcare setting required

Basic-level business acuity

Basic knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods

Strong customer service skills

Exceptional organizational skills with the ability to effectively prioritize and complete tasks in a timely manner

An understanding of the company's patient population, including the complexities of Medicare programs

Detail-oriented with the ability to multi-task

Ability to navigate proficiently through computer software systems & use technology

Ability to work extremely well with patients, colleagues, physicians, and other personnel in a professional manner

Understanding of both sales operations and center operations

Strong problem solving, time management, organizational and analytical skills

Strong facilitation and communication skills, both verbal and written, particularly via telephone

High level of integrity, dependability, and reliability

Ability to manage change and align with our mission

Strongly proficient skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position

Ability and willingness to travel up to 25%, within a Market, especially during AEP and OEP

Spoken and written fluency in English; bilingual a plus