Member Growth and Onboarding Coordinator

ChenMed•Houston, TX

3d•$20 - $29•Onsite

About The Position

The Member Growth and Onboarding Coordinator ensures a smooth and welcoming experience for new patients, guiding them from acquisition to their confirmed first appointment at one of our centers. They assist new members with the completion of new patient paperwork, ahead of first appointment. They drive moving members from initial acquisition to completed first appointment. They are also responsible for patient retention, by engaging with disenrolled members and working closely with center and sales leaders to drive patient re-engagement efforts. They actively participate in driving outreach and retention efforts during AEP, OEP, and SEP.

Requirements

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

Nice To Haves

BA/BS degree in business or related field preferred
Experience within the Medicare Advantage population strongly preferred
Experience working for a value base healthcare provider strongly preferred
bilingual a plus

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.