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?
The Patient Continuity and Needs Advocate (PCNA) serves as a vital bridge between patients and comprehensive care, ensuring every eligible patient receives the right healthcare plan and support services tailored to their unique needs. Directly supports ChenMed’s core goal of transforming senior care by maintaining strong patient relationships, reducing healthcare disruptions, and ensuring our most vulnerable patients receive consistent, comprehensive primary care and other services they may be entitled to. The PCNA role is critical to building trust within our communities and maximizing the impact of our patient‑centered care model.
Responsibilities
- Patient Advocacy & Connection: Evaluate patient needs and connect eligible individuals with health plans and community resources that suit their unique healthcare needs and enhance their care experience and outcomes.
- Retention & Re‑engagement: Proactively reach out to disenrolled members to understand barriers to care and facilitate their return to our medical centers through personalized outreach and support.
- Collaborative Partnership: Work closely with center leadership, sales teams, brokers and clinical staff to develop and execute targeted patient retention strategies that strengthen our patient‑provider relationships.
- Care Continuity: Ensure seamless transitions and sustained engagement to prevent gaps in care that could lead to hospital visits or adverse health outcomes.
- Documentation: Utilize an Electronic Medical Records (EMR) system, Medals and Salesforce to gather and store patient information, respond to questions on behalf of the patient and appropriately and timely document patient issues and resolutions. Maintain assigned work queue of patient accounts.
- Complete relevant patient documentation in compliance with all regulatory agencies, including HIPAA.
- Perform other duties as assigned and modified at manager’s discretion.
Knowledge, Skills & Abilities
- Competent level business acuity
- In-depth knowledge and understanding of general/core job‑related functions, practices, processes, procedures, techniques and methods
- Fundamental knowledge and understanding of local, state and federal healthcare benefit services and plans
- Ability to build and maintain exceptional customer service relationships with healthcare services agencies, patients, providers and peers
- Dependable and time conscious
- Flexibility, agility, self‑starter, comfortable with frequent changes and innovations
- Understanding of member attribution, eligibility and the disenrollment process
- Demonstrated skill in customer service and service recovery
- Knowledge of and experience in working with insurance brokers or agents preferred
- Detail‑oriented with proficiency in Salesforce
- Strong 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
- 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 three (3) years’ work experience required; working with seniors a plus as is a general understanding of Medicare Advantage
Compensation
Pay range: $17.0 – $24.26 hourly. The posted pay range represents the base hourly rate. 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
Employees receive comprehensive benefits, career development and advancement opportunities, and work‑life balance support. For more details, visit our benefits information page.
#J-18808-Ljbffr…