Lead, Growth Consultant- Virtual

ChenMed

2d•$20 - $29•Remote

About The Position

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 Lead, Growth Consultant (Virtual) is a healthcare operations support professional responsible for providing real-time assistance and guidance to Growth Consultants (Virtual) while they serve Medicare-eligible seniors. Acting as the primary resource for operational questions, technical issues, and process clarification, the Lead, Growth Consultant (Virtual) ensures seamless daily operations without direct call-handling responsibilities or individual performance goals. The Lead, Growth Consultant (Virtual) takes ownership of team support functions, using deep process knowledge and quick decision-making to resolve issues and maintain operational efficiency while supporting overall team enrollment and retention success.

Requirements

High business acumen with understanding of campaign metrics, conversion processes, and operational efficiency
Expert-level knowledge of CRM systems (Salesforce preferred), phone systems, and various healthcare software platforms
Excellent verbal communication skills with ability to provide clear, immediate guidance and support to team members
Strong problem-solving and critical thinking skills with ability to quickly assess situations and provide accurate solutions
Deep understanding of healthcare sales processes, Medicare Advantage, and senior-focused service delivery
Superior organizational skills with ability to manage multiple support requests and priorities simultaneously in a fast-paced environment
Detail-oriented with strong documentation skills and ability to maintain accurate records and process guides
Demonstrated knowledge of HIPAA compliance, healthcare privacy regulations, and call center quality standards
Proficient in Microsoft Office Suite (PowerPoint, Excel, Word, and Outlook) and various databases and reporting software
Strong interpersonal skills with patience and ability to support team members under pressure
Flexible and adaptable approach to problem-solving with ability to think creatively when standard processes don't apply
Ability to work remotely with minimal supervision while maintaining availability for team support
Comfortable working in a remote environment with reliable internet and professional home office setup
Ability and willingness to travel up to 25% of the time for team meetings and training
Spoken and written fluency in English; bilingual a plus
High School Diploma or GED required.
BA/BS in Business, marketing, or related field preferred.
Minimum of two (2) years’ healthcare sales required, including one (1) year of experience as a Growth Consultant (Virtual) or equivalent call center/sales
Demonstrated success in customer service or sales support roles with proven ability to assist and guide team members

Nice To Haves

Experience working with seniors, healthcare, or Medicare-eligible populations preferred
Previous experience in training, mentoring, or team support capacity preferred
Experience with quality assurance, compliance monitoring, or case review processes preferred

Responsibilities

Real-Time Support: Provides immediate assistance to Growth Consultants (Virtual) during calls for questions about processes, systems, or member situations
Serves as primary resource for troubleshooting technical issues, system problems, and workflow clarifications
Monitors team chat channels and communication platforms to ensure timely response to support requests
Process & Knowledge Management: Maintains current knowledge of all campaign workflows, policies, and procedures to provide accurate guidance
Serves as subject matter expert for complex member scenarios and escalation procedures
Updates and maintains team resources, quick reference guides, and process documentation
Administrative Support: Assists with scheduling, system access issues, and general administrative needs
Coordinates between Growth Consultants (Virtual) and other departments when needed
Supports new team member onboarding and training initiatives
Quality Assurance: Reviews and validates complex member cases when requested by leadership
Assists with compliance questions and ensures adherence to HIPAA and regulatory requirements
Helps resolve member complaints or complex situations that arise during calls
Operational Coordination: Communicates with Manager, Sales (Virtual) regarding operational issues and improvement opportunities
Participates in team meetings and process improvement initiatives
Maintains awareness of campaign changes and updates to relay to team members
Performs other related duties as assigned