Patient Community Needs Advocate

ChenMed; Louisville (KY); On-site; USD 28,000 - 40,000; Full time

Job summary

ChenMed in Louisville, KY is seeking a Member Growth and Onboarding Coordinator to guide new patients from acquisition to their first appointment. You will support onboarding, enrollment, and retention efforts, collaborating with center and sales leaders to improve the new patient experience.

The ideal candidate has at least two years in healthcare sales/operations or customer service, strong organizational and communication skills, and proficiency with Microsoft Office and CRM systems.

Qualifications

• High school diploma required; BA/BS in business or related field preferred.
• Minimum of two years of sales, operations, or customer service experience in a healthcare setting.
• Experience with Medicare Advantage populations strongly preferred.
• Experience with a value-based healthcare provider preferred.

Responsibilities

• Ensure new patients complete onboarding and attend first appointment.
• Build relationships with center and sales leaders to support onboarding.
• Track progress and identify challenges with tools; implement real-time solutions.
• Follow standardized onboarding processes for consistency and efficiency.
• Reach out to disenrolled patients and coordinate next steps to re-engage.

Skills

Customer service

Organizational skills

Communication skills

Time management

Attention to detail

Problem solving

Travel readiness

English fluency

Education

High school diploma

BA/BS preferred

Tools

Microsoft Office

CRM software

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 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.