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 Lead, Growth Consultant (Virtual) is a healthcare operations support professional responsible for providing real-time assistance and guidance to Growth Consultants (Virtual) while they serve Medicare-eligible seniors. Acting as the primary resource for operational questions, technical issues, and process clarification, the Lead, Growth Consultant (Virtual) ensures seamless daily operations without direct call-handling responsibilities or individual performance goals. The Lead, Growth Consultant (Virtual) takes ownership of team support functions, using deep process knowledge and quick decision-making to resolve issues and maintain operational efficiency while supporting overall team enrollment and retention success.
ESSENTIAL JOB DUTIES/RESPONSIBILITIES:
Real-Time Support:
- Provides immediate assistance to Growth Consultants (Virtual) during calls for questions about processes, systems, or member situations
- Serves as primary resource for troubleshooting technical issues, system problems, and workflow clarifications
- Monitors team chat channels and communication platforms to ensure timely response to support requests
Process & Knowledge Management:
- Maintains current knowledge of all campaign workflows, policies, and procedures to provide accurate guidance
- Serves as subject matter expert for complex member scenarios and escalation procedures
- Updates and maintains team resources, quick reference guides, and process documentation
Administrative Support:
- Assists with scheduling, system access issues, and general administrative needs
- Coordinates between Growth Consultants (Virtual) and other departments when needed
- Supports new team member onboarding and training initiatives
Quality Assurance:
- Reviews and validates complex member cases when requested by leadership
- Assists with compliance questions and ensures adherence to HIPAA and regulatory requirements
- Helps resolve member complaints or complex situations that arise during calls
Operational Coordination:
- Communicates with Manager, Sales (Virtual) regarding operational issues and improvement opportunities
- Participates in team meetings and process improvement initiatives
- Maintains awareness of campaign changes and updates to relay to team members
Performs other related duties as assigned
KNOWLEDGE, SKILLS AND ABILITIES:
- High business acumen with understanding of campaign metrics, conversion processes, and operational efficiency
- Expert-level knowledge of CRM systems (Salesforce preferred), phone systems, and various healthcare software platforms
- Excellent verbal communication skills with ability to provide clear, immediate guidance and support to team members
- Strong problem-solving and critical thinking skills with ability to quickly assess situations and provide accurate solutions
- Deep understanding of healthcare sales processes, Medicare Advantage, and senior-focused service delivery
- Superior organizational skills with ability to manage multiple support requests and priorities simultaneously in a fast-paced environment
- Detail-oriented with strong documentation skills and ability to maintain accurate records and process guides
- Demonstrated knowledge of HIPAA compliance, healthcare privacy regulations, and call center quality standards
- Proficient in Microsoft Office Suite (PowerPoint, Excel, Word, and Outlook) and various databases and reporting software
- Strong interpersonal skills with patience and ability to support team members under pressure
- Flexible and adaptable approach to problem-solving with ability to think creatively when standard processes don't apply
- Ability to work remotely with minimal supervision while maintaining availability for team support
- Comfortable working in a remote environment with reliable internet and professional home office setup
- Ability and willingness to travel up to 25% of the time for team meetings and training
- Spoken and written fluency in English; bilingual a plus
EDUCATION AND EXPERIENCE CRITERIA:
- High School Diploma or GED required. BA/BS in Business, marketing, or related field preferred.
- Minimum of two (2) years’ healthcare sales required, including one (1) year of experience as a Growth Consultant (Virtual) or equivalent call center/sales
- Demonstrated success in customer service or sales support roles with proven ability to assist and guide team members
- Experience working with seniors, healthcare, or Medicare-eligible populations preferred
- Previous experience in training, mentoring, or team support capacity preferred
- Experience with quality assurance, compliance monitoring, or case review processes 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.
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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