Member Navigator

About the role

The Member Navigator plays a crucial role in improving the quality of life for older adults and strengthening the communities we serve. They are responsible for converting leads into scheduled appointments, coordinating transportation, supporting PCP assignment, participating in community events, and maintaining accurate activity tracking in Salesforce.

Responsibilities

• Meet or exceed member acquisition goals through outreach and engagement
• Generate leads in target communities and manage them through the full conversion process
• Conduct outreach via phone, events, referrals, and digital channels
• Follow up consistently to convert prospects into scheduled appointments and active members
• Present CBA services through one-on-one consultations and community interactions
• Cook up appointment scheduling and support timely access to care
• Drive results through consistent follow-up, documentation, and engagement
• Support Medicare Annual Enrollment Period (AEP) operations
• Conduct proactive outreach to Medicare-eligible individuals
• Aid in Medicare wellness evaluations and scheduling activities
• Collaborate with internal teams, providers, and approved external partners
• Represent CBA at community events, outreach activities, and partner engagements
• Engage and enroll diverse communities using culturally responsive practices
• Execute outreach strategies to increase awareness across priority communities
• Support operational initiatives associated with Medicare Annual Enrollment Period (AEP)
• Support care coordination, engagement, and member retention
• Perform other duties as assigned to support CBA's mission and growth strategy

Requirements

• High school diploma or GED required. Bachelor’s degree preferred
• Ability to engage diverse communities with professionalism and cultural awareness
• Excellent organization, multitasking, and time management skills
• Ability to work independently and collaborate across teams
• Communicating with members, insurance providers, and partners to coordinate services and resolve issues
• Proactive, adaptable, and results-driven problem solver
• Preferred experience in sales, outreach, healthcare navigation, customer service, or community-based roles
• Knowledge of Medicare, Medicaid, or managed care environments
• Experience with member outreach, lead generation, or care coordination workflows
• Experience with CRM systems (Salesforce preferred) or transportation coordination tools (e.g., Kaizen Health)
• Event coordination or community engagement experience
• Familiarity with health equity and social determinants of health
• Proven ability to meet or exceed performance or outreach targets
• Familiarity with Medicare Annual Enrollment Period (AEP) workflows, Medicare Advantage engagement strategies, Medicare wellness evaluations, and member retention initiatives
• Reliable transportation and willingness to travel locally
• U.S. work authorization required
• Strong communication, interpersonal, and persuasion skills
• Proficiency in Microsoft Office (Excel, Outlook, Word, Teams)
• Understanding that key systems (e.g., Meditech and Citrix) are accessible only on hospital premises and cannot be accessed remotely
• Adherence to all system access, security and confidentiality protocols

Physical Requirements

• Ability to travel extensively (60–80% of the workweek) within the Greater South Side of Chicago to support outreach, events, and member engagement
• Reliable transportation and valid driver’s license if required
• Ability to sit for extended periods while using a computer, making calls, and documenting activity
• Proficiency using standard office and mobile technology, including CRM systems
• Communication skills
• Standing, walking, and working outdoors for extended periods during community events
• Lifting and carrying up to 30 pounds and assisting with event setup and breakdown
• Working in both indoor and outdoor environments, including varying weather conditions