Manager, Membership Growth and Retention-1

ChenMed

2d•Onsite

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 Manager, Membership Growth and Retention leads a team of Membership Growth and Onboarding Coordinators, who are responsible for providing a wide range of operational support to field-based growth and retention initiatives. This position drives patient engagement, improves retention rates for both new and current patients, and optimizes operational efficiencies, ensuring long-term success for both patients and the organization. The incumbent ensures that the team provides a seamless transition for new patients enrolled and assists in facilitating a best-in-class onboarding experience for new patients, from initial acquisition through confirmed first appointment with their assigned provider. The onboarding process primarily includes scheduling appointments and completion of required new patient paperwork within the first month of enrollment. This role also lead patient retention efforts across the organization. Membership Growth and Retention Managers verify patient enrollment, conduct outbound proactive retention calls to targeted patients, assists patients with Medicaid eligibility/redetermination, and assists with recapture of disenrolled patients in real-time.

Requirements

Competent-level business acuity
Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
Deep understanding of both sales operations and center operations
Knowledge and experience in leading a telephonic sales or member services team, both in-office and phone-based teams
Strong coaching and mentoring skills
Strong collaboration across a matrixed organization
Strong problem solving, time management, organizational and analytical skills
Strong written and verbal skills
Proficiency in Microsoft Office (especially Excel), Xactly, Salesforce, SharePoint, DASH / patient EMR systems and Availity
Ability to lead cross-functional projects and change management initiatives
Strong facilitation and communication skills, both verbal and written
Strong operational detail
Ability to build strong relationships, both inside and outside of the company
High level of integrity, dependability, and reliability
Ability to manage change and align with our mission
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 locally, regionally and/or nationally up to 10% of the time; flexible to work evening, weekends and/or holidays as needed
Spoken and written fluency in English; bilingual a plus
BA/BS degree in Business, Marketing or related field OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
Minimum of four (4) years of sales and/or operations experience required including a minimum of two (2) years in a supervisory/managerial role leading a team of direct reports required

Nice To Haves

Experience within the Medicare Advantage population strongly preferred
Experience working for a value base healthcare provider strongly preferred
Customer Service Call Center and / or provider center operations experience preferred

Responsibilities

Ensures newly acquired patients, primarily enrolled by MGCs, successfully complete their onboarding journey and attend their first scheduled appointment.
Directly supervises a team of remote professionals to ensure new patient onboarding goals are met or exceeded.
Provides reliable, efficient support for the team.
Leads team by selection, onboarding, performance management, and engagement of assigned Membership Growth & Onboarding Coordinators.
Builds strong partnerships with center operations staff and sales leaders, to align on monthly new patient onboarding and re-enroll patient goals.
Establishes and maintains a standardized patient onboarding process that is aligned with stakeholders, to enhance efficiency and consistency.
Ensures patients attend new patient orientation sessions and complete their initial appointment(s) within the first 30 days of eligibility.
Liaisons with sales and operations leaders and is a key point of contact, responsible for leading new patient paperwork completion efforts as part of overall patient onboarding experience.
Develops and implements tools to track performance, identifying obstacles in real-time, and drive continuous improvement.
Ensures 100% of disenrolled patients receive outreach and coordinates next steps with center operations and sales leaders, with the goal of reenrolling targeted patients.
Develops tools to analyze and report on disenrollment trends, providing actionable insights to improve patient retention strategies.
Collaborates with key stakeholders to enhance processes that address disenrollment challenges and improve overall patient experience.
Provides market and regional sales and operational leaders with regular updates on retention outcomes and next steps.
Accurately forecasts new patient acquisition to confirmed first appointment conversion rates to drive business planning and strategy.
Interprets both short- and long-term effects of retention strategies at center and market level, ensuring sustainable growth.
Leverages Customer Relationship Management (CRM) tools to manage and optimize both patient retention and new member acquisition processes.
Builds and nurtures strong relationships with internal sales and center market leaders to maximize patient retention and improve the new patient onboarding experience.
Manages team budget and ensure proper expense processes are within budget allocation.
Performs other duties as assigned and modified at manager’s discretion.