Patient Continuity and Needs Advocate

ChenMed•North Miami, FL

6d•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 Patient Continuity & Needs Advocate is responsible for helping to cultivate positive patient experience and drive long-term member retention. The incumbent in this role works collaboratively with Membership Growth Consultants (MGCs) and Center Dyads to execute targeted activities to retain membership.

Requirements

Competent level business acuity
In-Depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
Expert knowledge of member attribution, eligibility and disenrollment process
Proven track record establishing and maintaining relationships with seniors
Demonstrated skill in customer service and service recovery
Detail-oriented and proficiency in Salesforce
Excellent written and verbal communication skills
Positive attitude and the ability to build trust with internal and external partners
Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
Spoken and written fluency in English
High School diploma; BA/BS degree preferred OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis

Nice To Haves

working with seniors a plus
general understanding of Medicare Advantage

Responsibilities

Finds creative and compliant ways to engage with our patients and advance our need to have patients call us first
Engages with all patients in the lobby, acting as a lobby ambassador, to identify opportunities for referrals, patient ambassadors, and service recovery
Responsible for escalating service recovery issues to Center Dyad to ensure timely resolution
Leverages Medallia and other patient experience tools to proactively identify members for early service recovery intervention
Establishes strong relationships with brokers and agents that have ties with center
Leverages MEDALs and other tools to intervene on future disenrollment and disenrolled membership in partnership with Center Dyad
Compliantly connects future disenrolls/disenrolled members with agent of record of broker/agent of the day and notifies MGC of record or MGC of the day to reenroll members
Identifies and reports on actionable disenrollment and patient engagement trends to inform member retention strategy in collaboration with Center Dyad
Performs other duties as assigned and modified at manager’s discretion.