Membership Retention Specialist

PMR Virginia Holding; Chicago (IL); On-site; USD 28,000 - 40,000; Full time

Job summary

ChenMed is expanding its patient-focused teams in Chicago and seeks an upbeat Member Growth and Onboarding Coordinator. You will guide new patients from enrollment to their first appointment, manage onboarding paperwork, and drive retention through proactive outreach.

Ideal candidates have healthcare experience, strong customer service, and excellent communication. Travel up to 25% may be required during peak enrollment periods; a high school diploma is required, with a BA/BS preferred.

Qualifications

• High school diploma required.
• Two years of sales, operations, or customer service experience in a healthcare setting required.
• Experience with Medicare Advantage population strongly preferred.
• Experience with a value-based healthcare provider preferred.

Responsibilities

• Ensures new patients complete onboarding and attend first appointment.
• Builds relationships with center and sales leaders to support onboarding.
• Develops and uses tools to track progress and identify challenges.
• Follows a standardized onboarding process for consistency.
• Ensures orientation and initial appointment occur within 30 days of eligibility.
• Reaches out to disenrolled patients and coordinates next steps for re-engagement.
• Develops reports to understand disenrollment causes and opportunities for improvement.
• Collaborates with stakeholders to address patient concerns and retention strategies.
• Provides updates on retention outcomes to market and regional leaders.
• Maintains CRM tools to manage onboarding and retention efforts.

Skills

Customer service

Organizational skills

Communication

Microsoft Office

Education

High school diploma

BA/BS degree preferred

Tools

CRM systems

Excel

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 Member Growth and Onboarding Coordinator ensures a smooth and welcoming experience for new patients, guiding them from acquisition to their confirmed first appointment at one of our centers. They assist new members with the completion of new patient paperwork, ahead of first appointment. They drive moving members from initial acquisition to completed first appointment.

They are also responsible for patient retention, by engaging with disenrolled members and working closely with center and sales leaders to drive patient re-engagement efforts. They actively participate in driving outreach and retention efforts during AEP, OEP, and SEP.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Ensures new patients successfully complete the onboarding process and attend their first appointment at one of our centers.
• Builds strong relationships with center and sales leaders to support patient onboarding efforts.
• Assists in the development and use of tools to track progress, identify potential challenges, and implement real-time solutions.
• Follows a standardized onboarding process to ensure consistent and efficient experience for new patients.
• Ensures new patients attend orientation and complete their initial appointment within the first 30 days of eligibility.
• Reaches out to 100% of disenrolled patients and coordinates next steps with center and sales leaders, to bring patients back.
• Supports the development of reports and insights to understand why patients disenroll and identify opportunities for continuous improvement.
• Collaborates with key stakeholders to implement strategies that address patient concerns and enhance retention.
• Provides updates to market and regional leaders on retention efforts and outcomes.
• Maintains and updates CRM tools to effectively manage patient retention and onboarding efforts.
• Builds strong partnerships with internal sales teams and market leaders to enhance the new patient experience.
• Assists in monitoring monthly and quarterly patient onboarding metrics to ensure goals are met.
• Supports the implementation of engagement strategies to drive patient retention and re-engagement efforts.
• Supports outreach and retention efforts during AEP, OEP, and SEP enrollment periods to maximize patient retention.
• Performs other duties as assigned and modified at manager's discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Basic-level business acuity
• Basic knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
• Strong customer service skills
• Exceptional organizational skills with the ability to effectively prioritize and complete tasks in a timely manner
• An understanding of the company's patient population, including the complexities of Medicare programs
• Detail-oriented with the ability to multi-task
• Ability to navigate proficiently through computer software systems & use technology
• Ability to work extremely well with patients, colleagues, physicians, and other personnel in a professional manner
• Understanding of both sales operations and center operations
• Strong problem solving, time management, organizational and analytical skills
• Strong facilitation and communication skills, both verbal and written, particularly via telephone
• High level of integrity, dependability, and reliability
• Ability to manage change and align with our mission
• Strongly proficient skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position
• Ability and willingness to travel up to 25%, within a Market, especially during AEP and OEP
• Spoken and written fluency in English; bilingual a plus

EDUCATION AND EXPERIENCE CRITERIA:

• High school diploma required; BA/BS degree in business or related field preferred
• Minimum of two (2) years of sales, operations, or customer service experience in a healthcare setting required
• Experience within the Medicare Advantage population strongly preferred
• Experience working for a value base healthcare provider strongly preferred

PAY RANGE:

$20.2 - $28.83 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

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 appr