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 Manager, Membership Growth and Retention leads a team of Membership Growth and Onboarding Coordinators, who are responsible for providing a wide range of operational support to field-based growth and retention initiatives. This position drives patient engagement, improves retention rates for both new and current patients, and optimizes operational efficiencies, ensuring long-term success for both patients and the organization.
The incumbent ensures that the team provides a seamless transition for new patients enrolled and assists in facilitating a best-in-class onboarding experience for new patients, from initial acquisition through confirmed first appointment with their assigned provider. The onboarding process primarily includes scheduling appointments and completion of required new patient paperwork within the first month of enrollment.
This role also lead patient retention efforts across the organization. Membership Growth and Retention Managers verify patient enrollment, conduct outbound proactive retention calls to targeted patients, assists patients with Medicaid eligibility/redetermination, and assists with recapture of disenrolled patients in real-time.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
- Ensures newly acquired patients, primarily enrolled by MGCs, successfully complete their onboarding journey and attend their first scheduled appointment.
- Directly supervises a team of remote professionals to ensure new patient onboarding goals are met or exceeded. Provides reliable, efficient support for the team.
- Leads team by selection, onboarding, performance management, and engagement of assigned Membership Growth & Onboarding Coordinators.
- Builds strong partnerships with center operations staff and sales leaders, to align on monthly new patient onboarding and re-enroll patient goals.
- Establishes and maintains a standardized patient onboarding process that is aligned with stakeholders, to enhance efficiency and consistency.
- Ensures patients attend new patient orientation sessions and complete their initial appointment(s) within the first 30 days of eligibility.
- Liaisons with sales and operations leaders and is a key point of contact, responsible for leading new patient paperwork completion efforts as part of overall patient onboarding experience.
- Develops and implements tools to track performance, identifying obstacles in real-time, and drive continuous improvement.
- Ensures 100% of disenrolled patients receive outreach and coordinates next steps with center operations and sales leaders, with the goal of reenrolling targeted patients.
- Develops tools to analyze and report on disenrollment trends, providing actionable insights to improve patient retention strategies.
- Collaborates with key stakeholders to enhance processes that address disenrollment challenges and improve overall patient experience.
- Provides market and regional sales and operational leaders with regular updates on retention outcomes and next steps.
- Accurately forecasts new patient acquisition to confirmed first appointment conversion rates to drive business planning and strategy.
- Interprets both short- and long-term effects of retention strategies at center and market level, ensuring sustainable growth.
- Leverages Customer Relationship Management (CRM) tools to manage and optimize both patient retention and new member acquisition processes.
- Builds and nurtures strong relationships with internal sales and center market leaders to maximize patient retention and improve the new patient onboarding experience.
- Manages team budget and ensure proper expense processes are within budget allocation.
- Performs other duties as assigned and modified at manager’s discretion.
KNOWLEDGE, SKILLS AND ABILITIES:
- Competent-level business acuity
- Comprehensive knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods
- Deep understanding of both sales operations and center operations
- Knowledge and experience in leading a telephonic sales or member services team, both in-office and phone-based teams
- Strong coaching and mentoring skills
- Strong collaboration across a matrixed organization
- Strong problem solving, time management, organizational and analytical skills
- Strong written and verbal skills
- Proficiency in Microsoft Office (especially Excel), Xactly, Salesforce, SharePoint, DASH / patient EMR systems and Availity
- Ability to lead cross-functional projects and change management initiatives
- Strong facilitation and communication skills, both verbal and written
- Strong operational detail
- Ability to build strong relationships, both inside and outside of the company
- High level of integrity, dependability, and reliability
- Ability to manage change and align with our mission
- 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 locally, regionally and/or nationally up to 10% of the time; flexible to work evening, weekends and/or holidays as needed
- Spoken and written fluency in English; bilingual a plus
- This job requires use and exercise of independent judgment
EDUCATION AND EXPERIENCE CRITERIA:
- BA/BS degree in Business, Marketing or related field OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
- Minimum of four (4) years of sales and/or operations experience required including a minimum of two (2) years in a supervisory/managerial role leading a team of direct reports required
- Experience within the Medicare Advantage population strongly preferred
- Experience working for a value base healthcare provider strongly preferred
- Customer Service Call Center and / or provider center operations experience preferred
PAY RANGE:
$76,732 - $109,617 Salary
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
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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.
Current employees, if you want to apply to our internal career site, please click HERE
Current Contingent Worker please see job aid HERE to apply
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