Patient Continuity and Needs Advocate

ChenMed•Virginia Beach, VA

1d•Onsite

About The Position

The Patient Continuity and Needs Advocate (PCNA) serves as a vital bridge between patients and comprehensive care, ensuring every eligible patient receives the right healthcare plan and support services tailored to their unique needs. Directly supports ChenMed’s core goal of transforming senior care by maintaining strong patient relationships, reducing healthcare disruptions, and ensuring our most vulnerable patients receive consistent, comprehensive primary care and other services they may be entitled to. The PCNA role is critical to building trust within our communities and maximizing the impact of our patient-centered care model.

Requirements

Competent level business acuity
In-depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
Fundamental knowledge and understanding of local, state and federal healthcare benefit services and plans
Ability to build and maintain exceptional customer service relationships with healthcare services agencies, patients, providers and peers
Dependable and time conscious
Flexibility, agility, self-starter, comfortable with frequent changes and innovations
Understanding of member attribution, eligibility and the disenrollment process
Demonstrated skill in customer service and service recovery
Detail-oriented with proficiency in Salesforce
Strong 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 or GED equivalent required
A minimum of three (3) years’ work experience required

Nice To Haves

Knowledge of and experience in working with insurance brokers or agents preferred
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
working with seniors a plus as is a general understanding of Medicare Advantage

Responsibilities

Evaluates patient needs and connects eligible individuals with health plans and community resources that suit their unique healthcare needs and enhances their care experience and outcomes.
Proactively reaches out to disenrolled members to understand barriers to care and facilitates their return to our medical centers through personalized outreach and support.
Works closely with center leadership, sales teams, brokers and clinical staff to develop and execute targeted patient retention strategies that strengthen our patient-provider relationships.
Ensures seamless transitions and sustained engagement to prevent gaps in care that could lead to hospital visits or adverse health outcomes.
Utilizes an Electronic Medical Records (EMR) system, Medals and Salesforce to gather and store patient information, respond to questions on behalf of the patient and appropriately and timely document patient issues and resolutions.
Maintains assigned work queue of patient accounts.
Completes relevant patient documentation in compliance with all regulatory agencies, including HIPAA.
Performs other duties as assigned and modified at manager’s discretion.