Patient Continuity and Needs Advocate

ChenMed•Portsmouth, NH

1d•$17 - $24•Onsite

About The Position

The Patient Continuity and Needs Advocate (PCNA) connects patients with appropriate healthcare plans and support services based on their needs. The role supports ChenMed’s senior-care mission by maintaining patient relationships, reducing disruptions in care, and helping vulnerable patients access consistent primary care and other eligible services. The PCNA builds trust in the community and supports the company’s patient-centered care model. The PCNA evaluates patient needs, connects eligible patients with health plans and community resources, and reaches out to disenrolled members to understand barriers and support their return to ChenMed medical centers. The role collaborates with center leaders, sales teams, brokers, and clinical staff on patient-retention strategies and continuity of care. It also uses EMR, Medals, and Salesforce systems to manage patient information and account work queues, respond to questions, and document issues and resolutions in a timely and compliant manner, including compliance with HIPAA and other regulatory requirements.

Requirements

High school diploma or GED equivalent.
At least three years of work experience.
Spoken and written fluency in English.
Proficiency in Salesforce and Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, as well as other relevant office software.
Strong written and verbal communication skills.
Customer service and service-recovery skills.
Ability to build and maintain effective relationships with healthcare agencies, patients, providers, peers, and internal and external partners.
Knowledge of local, state, and federal healthcare benefit services and plans.
Understanding of member attribution, eligibility, and the disenrollment process.
Dependability, time consciousness, flexibility, agility, and comfort with frequent change and innovation.
Detail orientation and a positive attitude.

Nice To Haves

Bachelor’s degree preferred; additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis.
Experience working with seniors.
General understanding of Medicare Advantage.
Knowledge of and experience working with insurance brokers or agents.

Responsibilities

Evaluate patient needs and connect eligible individuals with suitable health plans and community resources.
Proactively contact disenrolled members to understand barriers to care and support their return to medical centers through personalized outreach.
Work with center leadership, sales teams, brokers, and clinical staff to develop and carry out patient-retention strategies.
Support seamless care transitions and continued patient engagement to prevent gaps in care.
Use EMR, Medals, and Salesforce to gather and store patient information, respond to questions on behalf of patients, and document patient issues and resolutions promptly and appropriately.
Maintain an assigned work queue of patient accounts.
Complete patient documentation in compliance with regulatory requirements, including HIPAA.
Perform other duties as assigned or modified by the manager.