Member Growth and Onboarding Coordinator

About the role

We’re changing lives every day—for both our patients and our team members. 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 the first appointment, drive members from initial acquisition to completed first appointment, and are responsible for patient retention by engaging with disenrolled members and working closely with center and sales leaders to drive re-engagement efforts. They actively participate in driving outreach and retention efforts during AEP, OEP, and SEP.

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.

Requirements

• 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-based healthcare provider strongly preferred.

Skills

• 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 and 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.

Pay

The posted pay range represents the base hourly rate for this position: $20.20 - $28.83. 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 bonuses or commissions.

Benefits

ChenMed offers comprehensive benefits, career development, and advancement opportunities. For more details, visit our benefits page.