Patient Continuity and Needs Advocate

ChenMed • Margate, FL

26d • $17 - $24 • Onsite

About The Position

The Patient Continuity and Needs Advocate helps cultivate positive patient experiences and drive long-term member retention. Working collaboratively with Membership Growth Consultants (MGCs) and Center Dyads, the role executes targeted activities to retain membership. The advocate supports Medicaid enrollment, helps patients understand and maximize medical benefits, and coordinates follow-up to connect patients with appropriate health services and application timelines. The role also engages patients in the center, supports service recovery, monitors disenrollment and engagement trends, and partners with brokers, agents, MGCs, and Center Dyads on retention efforts.

This position uses electronic medical records and patient-experience tools to maintain patient accounts, respond to patient questions, document issues and resolutions, and identify members who may need early service recovery intervention. The role requires compliance with applicable regulations, including HIPAA, and seeks creative, compliant ways to engage patients and encourage them to contact the center first.

Requirements

• High school diploma or GED equivalent required.
• At least 3 years of work experience required.
• Fundamental knowledge and understanding of local, state, and federal healthcare benefit services and plans.
• Ability to maintain exceptional customer-service relationships with healthcare services agencies, patients, providers, and peers.
• Dependable and conscientious about time.
• Flexible, agile, self-starting, and comfortable with frequent changes and innovations.
• Competent business acumen.
• In-depth knowledge and understanding of general and core job-related functions, practices, processes, procedures, techniques, and methods.
• Expert knowledge of member attribution, eligibility, and disenrollment processes.
• Proven track record of establishing and maintaining relationships with seniors.
• Demonstrated customer-service and service-recovery skills.
• Detail-oriented and proficient in Salesforce.
• Excellent written and verbal communication skills.
• Positive attitude and ability to build trust with internal and external partners.
• Proficiency in Microsoft Office Suite, including Word, Excel, PowerPoint, and Outlook, and other word-processing, spreadsheet, database, email, and presentation software.
• Fluency in spoken and written English.

Nice To Haves

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

Responsibilities

• Support Medicaid enrollment by collecting demographic documentation and financial data and initiating follow-up procedures when necessary.
• Identify and share opportunities for patients and/or family members to maximize medical benefits, and arrange follow-up appointments when needed to provide guidance on health services and application timelines.
• Use an Electronic Medical Records (EMR) system to gather and store patient information, respond to questions on behalf of patients, document patient issues and resolutions in a timely manner, and maintain an assigned work queue of patient accounts.
• Complete relevant patient documentation in compliance with regulatory agencies, including HIPAA.
• Find creative and compliant ways to engage patients and encourage them to contact the organization first.
• Engage with patients in the lobby as a lobby ambassador to identify opportunities for referrals, patient ambassadors, and service recovery.
• Escalate service recovery issues to the Center Dyad to ensure timely resolution.
• Use Medallia and other patient-experience tools to identify members for early service recovery intervention.
• Establish strong relationships with brokers and agents connected with the center.
• Use MEDALs and other tools, in partnership with the Center Dyad, to intervene with future disenrollments and disenrolled membership.
• Connect future disenrollees and disenrolled members compliantly with the agent of record or broker/agent of the day, and notify the MGC of record or MGC of the day to reenroll members.
• Identify and report actionable disenrollment and patient-engagement trends to inform member-retention strategy in collaboration with the Center Dyad.
• Perform other duties as assigned and modified at the manager’s discretion.

Benefits

• The role may be eligible for bonuses or commissions.
• The company describes its employee benefits as comprehensive and mentions career development and advancement opportunities and work-life balance; specific benefit details are provided through a linked benefits document.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED