Member Experience & Retention Advocate

ChenMed; Oost-Vlaanderen; On-site; EUR 20,508 - 29,267; Full time

Job summary

ChenMed seeks a Patient Continuity & Needs Advocate to cultivate positive patient experiences and drive long-term member retention. The role works with Membership Growth Consultants and Center Dyads to implement targeted retention activities.

Responsibilities include Medicaid enrollment support, EMR documentation, service recovery, and proactive engagement in the lobby to identify referrals. Strong communication, regulatory knowledge, and relationships with brokers are essential.

Qualifications

• High School diploma or GED required.
• BA/BS degree preferred or additional experience in lieu of education on a year-for-year basis.
• Minimum 3 years work experience; seniors experience a plus; Medicare Advantage understanding preferred.

Responsibilities

• Supports Medicaid enrollment; collects demographic documents and initiates follow-up.
• Identifies opportunities to maximize benefits and arranges follow-up health service guidance.
• Uses an EMR system to gather/store patient information and documents issues/resolutions.
• Completes patient documentation compliant with regulatory agencies including HIPAA.
• Engages with patients in the lobby as a lobby ambassador to identify referral opportunities and service recovery.
• Escalates service recovery issues to Center Dyad for timely resolution.
• Leverages Medallia and other tools to identify members for early intervention.
• Builds relationships with brokers/agents connected to the center.
• Intervenes on disenrollment in partnership with Center Dyad and agent of record.
• Reports on disenrollment and patient engagement trends to inform retention strategy.
• Performs other duties as assigned.

Skills

Medicare Advantage knowledge

Customer service excellence

Relationship building

Communication

English fluency

Education

High School diploma or GED

BA/BS degree preferred or equivalent experience

3 years working with seniors

Tools

Salesforce

Microsoft Office

EMR system

Job description

ChenMed seeks a Patient Continuity & Needs Advocate to cultivate positive patient experiences and drive long-term member retention. The role works with Membership Growth Consultants and Center Dyads to implement targeted retention activities.

Responsibilities include Medicaid enrollment support, EMR documentation, service recovery, and proactive engagement in the lobby to identify referrals. Strong communication, regulatory knowledge, and relationships with brokers are essential.