Membership Retention Specialist

ChenMed•Chicago, IL

1d•$20 - $29•Onsite

About The Position

The Membership Retention Specialist supports new patients from acquisition through onboarding and their first appointment at a center. The role helps patients complete paperwork before their first visit, attend orientation, and complete their initial appointment within the first 30 days of eligibility, while following a standardized onboarding process. The position also focuses on patient retention and re-engagement. It reaches out to disenrolled patients, coordinates follow-up with center and sales leaders, and supports outreach during AEP, OEP, and SEP. The specialist maintains CRM tools, monitors onboarding and retention metrics, contributes to reports and insights on disenrollment, and collaborates with stakeholders to address patient concerns and improve retention. The role may require travel of up to 25% within a market, especially during AEP and OEP.

Requirements

High school diploma required.
At least two years of sales, operations, or customer service experience in a healthcare setting required.
Strong customer service skills.
Strong organizational skills, including prioritizing and completing tasks on time.
Understanding of the company’s patient population, including Medicare program complexities.
Attention to detail and ability to multitask.
Ability to use computer software systems and technology proficiently.
Ability to work professionally with patients, colleagues, physicians, and other personnel.
Understanding of sales and center operations.
Strong problem-solving, time-management, organizational, and analytical skills.
Strong verbal and written communication and facilitation skills, particularly by telephone.
High integrity, dependability, and reliability.
Ability to manage change and align with the company’s mission.
Strong proficiency with Microsoft Office Suite, including Excel, Word, PowerPoint, and Outlook, and competence with other required systems.
Ability and willingness to travel up to 25% within a market, especially during AEP and OEP.
Fluency in spoken and written English.

Nice To Haves

Bachelor of Arts or Bachelor of Science degree in business or a related field.
Experience with the Medicare Advantage population.
Experience working for a value-based healthcare provider.
Bilingual ability.

Responsibilities

Ensure new patients successfully complete onboarding and attend their first appointment at a center.
Build relationships with center and sales leaders to support patient onboarding.
Assist in developing and using tools to track progress, identify challenges, and implement real-time solutions.
Follow a standardized onboarding process for a consistent and efficient patient experience.
Ensure new patients attend orientation and complete their initial appointment within the first 30 days of eligibility.
Reach out to all disenrolled patients and coordinate next steps with center and sales leaders to encourage their return.
Support reports and insights into why patients disenroll and identify opportunities for improvement.
Collaborate with stakeholders on strategies to address patient concerns and enhance retention.
Provide market and regional leaders with updates on retention efforts and outcomes.
Maintain and update CRM tools for patient retention and onboarding efforts.
Partner with internal sales teams and market leaders to improve the new patient experience.
Assist in monitoring monthly and quarterly patient onboarding metrics.
Support engagement strategies for patient retention and re-engagement.
Support outreach and retention efforts during AEP, OEP, and SEP enrollment periods.
Perform other duties as assigned and modified at the manager’s discretion.