Patient Continuity and Needs Advocate

ChenMed; Florida; On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Bonuses or commissions

Job summary

ChenMed is seeking a Patient Continuity & Needs Advocate to enhance patient experience and retention. The role collaborates with MGCs and Center Dyads to retain membership and resolve issues, with emphasis on Medicaid enrollment, benefits optimization, and timely follow-up.

The ideal candidate has 3+ years’ experience, strong customer service, Medicare knowledge, and Salesforce skills. This is a full-time position located in Florida with opportunities for growth and commissions.

Qualifications

• High School diploma or GED required.
• BA/BS degree preferred or equivalent experience considered.
• Minimum 3 years of work experience; seniors experience a plus; understanding of Medicare Advantage.

Responsibilities

• Support Medicaid enrollment; collect documentation and initiate follow-up.
• Identify opportunities to maximize benefits and arrange follow-up as needed.
• Use EMR to document issues and resolutions; manage patient account queues.
• Complete patient documentation per regulatory requirements (HIPAA).
• Engage patients in the lobby to identify referral opportunities and service recovery.
• Escalate service recovery issues to Center Dyad for timely resolution.
• Use Medallia and other tools to identify members for early intervention.
• Build relationships with brokers/agents connected to the center.

Skills

Customer service

Medicare Advantage

Broker relationships

Sales & service recovery

Salesforce

Microsoft Office

English fluency

Education

High School diploma or GED

BA/BS degree preferred

Experience with Medicare Advantage

Tools

Salesforce

Microsoft Office

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 & Needs Advocate is responsible for helping to cultivate positive patient experience and drive long-term member retention. The incumbent in this role works collaboratively with Membership Growth Consultants (MGCs) and Center Dyads to execute targeted activities to retain membership.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Supports Medicaid enrollment; collects demographic documentation and financial data and initiates follow-up procedures when necessary.
• Identifies and shares, with patient and/or family member(s), opportunities to maximize medical benefits and, when necessary, arranges follow-up appointments to ensure appropriate guidance to health services and application timelines.
• Utilizes an Electronic Medical Records (EMR) system 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.
• Finds creative and compliant ways to engage with our patients and advance our need to have patients call us first.
• Engages with all patients in the lobby, acting as a lobby ambassador, to identify opportunities for referrals, patient ambassadors, and service recovery.
• Responsible for escalating service recovery issues to Center Dyad to ensure timely resolution.
• Leverages Medallia and other patient experience tools to proactively identify members for early service recovery intervention.
• Establishes strong relationships with brokers and agents that have ties with center.
• Leverages MEDALs and other tools to intervene on future disenrollment and disenrolled membership in partnership with Center Dyad.
• Compliantly connects future disenrolls/disenrolled members with agent of record of broker/agent of the day and notifies MGC of record or MGC of the day to reenroll members.
• Identifies and reports on actionable disenrollment and patient engagement trends to inform member retention strategy in collaboration with Center Dyad.
• Performs other duties as assigned and modified at manager's discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Fundamental knowledge and understanding of local, state and federal healthcare benefit services and plans
• Ability to maintain exceptional customer service relationships with healthcare services agencies, patients, providers and peers
• Dependable and time conscience
• Flexibility, agility, self-starter, comfortable with frequent changes and innovations
• Competent level business acuity
• In-Depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
• Expert knowledge of member attribution, eligibility and disenrollment process
• Proven track record establishing and maintaining relationships with seniors
• Demonstrated skill in customer service and service recovery
• Knowledge of and experience in working with insurance brokers or agents preferred
• Detail-oriented and proficiency in Salesforce
• Excellent 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 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

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 hi