Patient Continuity and Needs Advocate

PMR Virginia Holding; Portsmouth; On-site; GBP 18,000 - 25,000; Full time

Job summary

ChenMed is expanding its team to enhance patient continuity and support services for seniors. The Patient Continuity and Needs Advocate (PCNA) will bridge patients with healthcare plans, coordinate resources, and engage with care teams to maintain continuity.

Ideal candidates have strong communication, empathy, and experience with Medicare Advantage. We offer a dynamic work environment and growth opportunities within our patient-centered care model.

Qualifications

• Minimum of three years' work experience; working with seniors is a plus
• Experience with Medicare Advantage is beneficial
• Ability to navigate healthcare plans and community resources for patients

Responsibilities

• Advocate for patients and connect them with suitable health plans and resources
• Proactively contact disenrolled members to facilitate re-engagement
• Collaborate with leadership, sales, brokers and clinical staff on retention strategies
• Ensure seamless transitions and ongoing patient engagement to prevent care gaps
• Document patient issues and resolutions using EMR, Medals and Salesforce
• Maintain HIPAA compliance and accurate patient records

Skills

Communication skills

Fluent English

Customer service

HIPAA knowledge

Empathy

Data accuracy

Education

High School diploma or GED

BA/BS degree preferred

Tools

Salesforce

EMR system

Medals

Job description

We're unique. You should be, too.

We're changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We're different than most primary care providers. We're rapidly expanding and we need great people to join our team.

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.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES

• Patient Advocacy & Connection : 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.
• Retention & Re -engagement : Proactively reaches out to disenrolled members to understand barriers to care and facilitates their return to our medical centers through personalized outreach and support.
• Collaborative Partnership : 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.
• Care Continuity : Ensures seamless transitions and sustained engagement to prevent gaps in care that could lead to hospital visits or adverse health outcomes.
• Documentation : 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.

KNOWLEDGE, SKILLS AND ABILITIES

• 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
• Knowledge of and experience in working with insurance brokers or agents preferred
• 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

EDUCATION AND EXPERIENCE CRITERIA

• High School diploma or GED equivalent required
• 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
• A minimum of three (3) years' work experience required; working with seniors a plus as is a general understanding of Medicare Advantage

PAY RANGE

$17.0 - $24.26 Hourly The posted pay range represents the base hourly rate or base annual full-time salary for this position. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for a bonuses or commissions.

EMPLOYEE BENEFITS

https://chenmed.makeityoursource.com/helpful-documents

ABOUT CHENMED

We're ChenMed and we're transforming healthcare for seniors and changing America's healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We're 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. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people's lives every single day.

Current employees, if