Patient Continuity and Needs Advocate (PCNA)

ChenMed•Glenwood, IL

8d•Hybrid

About The Position

We are looking for an innovative and entrepreneurial-minded individual with an exceptional work ethic and ambition to join our rapidly expanding team. The Member Retention Specialist is responsible for helping to cultivate a positive patient experience and drive long-term member retention. This role works collaboratively with Membership Growth Consultants (MGCs) and Center Dyads to execute targeted activities to retain membership. We are transforming healthcare for seniors and changing America’s healthcare for the better. As a family-owned and physician-led company, our unique approach improves the health and well-being of the populations we serve. We are growing rapidly as we seek to rescue more and more seniors from inadequate health care. ChenMed is changing lives for the people we serve and the people we hire.

Requirements

Innovative and entrepreneurial minded
Exceptional work ethic and ambition
Inspires others with kindness and joy

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.