Patient Continuity and Needs Advocate

ChenMed•Columbus, OH

30d•$17 - $24•Onsite

About The Position

The Patient Continuity and Needs Advocate (PCNA) serves as a bridge between patients and comprehensive care. The role helps eligible patients access health plans and support services suited to their needs, while supporting ChenMed’s goal of transforming senior care through strong patient relationships, fewer disruptions in healthcare, and consistent primary care for vulnerable patients. The PCNA helps build trust in the community and supports ChenMed’s patient-centered care model. The position works with patients who have disenrolled to understand barriers to care and support their return to medical centers. It also partners with center leadership, sales teams, brokers, and clinical staff on patient retention strategies. The PCNA documents patient information and issue resolutions in EMR, Medals, and Salesforce, maintains an assigned patient-account work queue, and completes documentation in compliance with applicable regulatory requirements, including HIPAA. Other duties may be assigned or modified at the manager’s discretion.

Requirements

High school diploma or GED equivalent required.
At least three years of work experience required.
Competent business acuity and in-depth knowledge of job-related functions, practices, processes, procedures, techniques, and methods.
Fundamental knowledge of local, state, and federal healthcare benefit services and plans.
Ability to build and maintain customer-service relationships with healthcare services agencies, patients, providers, and peers.
Dependability and time consciousness.
Flexibility, agility, self-direction, and comfort with frequent change and innovation.
Understanding of member attribution, eligibility, and the disenrollment process.
Demonstrated customer service and service recovery skills.
Detail orientation and proficiency in Salesforce.
Strong written and verbal communication skills.
Positive attitude and ability to build trust with internal and external partners.
Proficiency with 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

BA/BS 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 is a plus.
A general understanding of Medicare Advantage is a plus.
Knowledge of and experience working with insurance brokers or agents is preferred.

Responsibilities

Evaluate patient needs and connect eligible individuals with appropriate health plans and community resources.
Reach out to disenrolled members to understand barriers to care and facilitate their return to medical centers through personalized outreach and support.
Work with center leadership, sales teams, brokers, and clinical staff to develop and carry out patient retention strategies.
Support seamless care transitions and sustained patient engagement to help 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 accurately and promptly.
Maintain an assigned work queue of patient accounts.
Complete relevant patient documentation in compliance with regulatory agencies, including HIPAA.
Perform other duties as assigned or modified at the manager’s discretion.