Member Navigator

Center for Better Aging•Chicago, IL

173d•Hybrid

About The Position

The Member Navigator is a results-driven, community-facing role that supports member acquisition, engagement, scheduling, transportation coordination, insurance workflows, outreach, and retention. The role connects community outreach, member engagement, and access to care by helping prospective and current members navigate CBA services. This includes converting leads into scheduled appointments, coordinating transportation, supporting primary care provider assignment, participating in community events, and accurately tracking activity in Salesforce. The Member Navigator represents CBA in the community, by phone, and with partner organizations. The position requires strong communication, organization, cultural humility, and the ability to work in a fast-paced, goal-oriented environment. The role requires reliable transportation and willingness to travel throughout the Greater South Side of Chicago. Travel is expected to comprise 60–80% of the workweek. The position is flexible hybrid, with on-site work at St. Bernard Hospital; certain systems, including Meditech and Citrix, are accessible only on hospital premises. The position is full-time and non-exempt, reports to the Director of Member Engagement and Growth Strategy, and has no direct reports. The annual salary is $75,000, with eligibility for up to $15,000 annually in performance-based incentives tied to acquisition, engagement, and operational metrics. Performance expectations and activity levels may adjust during Medicare Annual Enrollment Period (AEP).

Requirements

High school diploma or GED required.
Ability to engage diverse communities professionally and with cultural awareness.
Excellent organization, multitasking, and time-management skills.
Ability to work independently and collaborate across teams.
Ability to communicate with members, insurance providers, and partners to coordinate services and resolve issues.
Flexibility to work evenings and weekends as needed.
Proactive, adaptable, results-driven problem-solving ability.
Reliable transportation and willingness to travel locally; extensive travel within the Greater South Side of Chicago is required.
U.S. work authorization required.
Strong communication, interpersonal, and persuasion skills.
Proficiency in Microsoft Office, including Excel, Outlook, Word, and Teams.
Ability to work on-site at St. Bernard Hospital; Meditech and Citrix are accessible only on hospital premises and cannot be accessed remotely.
Adherence to system access, security, and confidentiality protocols.
Flexibility to support extended outreach, scheduling, engagement, and operational activities during peak periods, including AEP.
Ability to travel 60–80% of the workweek within the Greater South Side of Chicago for outreach, events, and member engagement.
Reliable transportation and a valid driver’s license if required.
Ability to sit for extended periods while using a computer, making calls, and documenting activity.
Ability to use standard office and mobile technology, including CRM systems, and communicate effectively in person and by phone.
Ability to stand, walk, and work outdoors for extended periods during community events.
Ability to lift and carry up to 30 pounds and assist with event setup and breakdown.
Ability to work in indoor and outdoor environments, including varying weather conditions.

Nice To Haves

Bachelor’s degree.
Two or more years of experience in sales, outreach, healthcare navigation, customer service, or community-based roles.
Experience with member outreach, lead generation, or care coordination workflows.
Knowledge of Medicare, Medicaid, or managed care environments.
Experience with CRM systems, preferably Salesforce, or transportation coordination tools such as Kaizen Health.
Event coordination or community engagement experience.
Familiarity with health equity and social determinants of health.
Demonstrated ability to meet or exceed performance or outreach targets.
Familiarity with Medicare AEP workflows, Medicare Advantage engagement strategies, Medicare wellness evaluations, and member retention initiatives.

Responsibilities

Meet or exceed member acquisition goals through outreach and engagement.
Generate leads in target communities and manage prospects through the full conversion process.
Conduct outreach by phone, at events, through referrals, and via digital channels; consistently follow up to convert prospects into scheduled appointments and active members.
Present CBA services through one-on-one consultations and community interactions, and coordinate appointments to support timely access to care.
Assist with insurance-related processes as needed.
Support Medicare AEP operations through outreach, member engagement, scheduling, education, and retention activities.
Conduct proactive outreach to Medicare-eligible individuals about available benefits, care access, and CBA services during AEP.
Assist with Medicare wellness evaluations, Medicare engagement initiatives, preventive engagement, and scheduling activities to support continuity of care and health goals.
Collaborate with internal teams, providers, and approved external partners on member retention and engagement, especially during peak enrollment periods.
Maintain timely follow-up and documentation during high-volume enrollment periods while following CMS, organizational, and outreach guidelines.
Schedule transportation through managed care organizations by coordinating directly with insurance providers.
Monitor ride schedules, resolve missed, delayed, or failed transportation using internal tools, and arrange backup transportation when needed.
Track and report transportation activity and outcomes, including completed and failed rides; proactively resolve transportation and scheduling issues.
Contact insurance carriers to complete primary care provider switch requests and ensure members are assigned to appropriate providers when required.
Follow up with insurance plans, members, and internal teams to confirm PCP assignment status; document activity, barriers, outcomes, and next steps in Salesforce or other approved systems.
Help resolve insurance-related barriers that may prevent scheduling, care engagement, or continuity of care.
Maintain accurate Salesforce records of member interactions, outreach, scheduling, transportation, and conversion activity.
Manage a lead pipeline, track progress across workflows, capture and report performance data, generate reports, identify trends, and use data to improve outreach and lead conversion.
Represent CBA at community events, outreach activities, and partner engagements as a frontline ambassador for its services and member-centered approach.
Engage and enroll diverse communities using culturally responsive practices; build relationships with community partners and referral sources and identify partnership opportunities.
Execute outreach strategies to increase awareness in priority communities and comply with applicable outreach and member engagement guidelines.
Plan and execute community events for awareness, lead generation, and member acquisition; participate in health fairs, tabling events, and partner activations.
Support event logistics, lead capture, follow-up, and reporting; evaluate event performance and communicate CBA’s value through presentations and one-on-one engagement.
Support scheduling, transportation coordination, documentation, and member follow-up across teams; collaborate across departments to align outreach and engagement efforts.
Assist with cross-functional operations and member access needs, care coordination, engagement, and retention initiatives; support operational priorities and perform other duties as assigned.
Support AEP operational initiatives, including increased outreach, scheduling coordination, member communications, retention efforts, and engagement campaigns.
Meet performance expectations related to acquisition, lead follow-up, transportation, PCP assignment, documentation, outreach, partner engagement, scheduling, and member engagement as assigned.