Manager, Membership Growth and Retention-2
ChenMed, Miami, FL, United States
About the Role
The Manager, Membership Growth and Retention leads a team of Membership Growth and Onboarding Coordinators, providing operational support to field‑based growth and retention initiatives. This position drives patient engagement, improves retention rates for new and current patients, and optimizes operational efficiencies to ensure long‑term success for patients and the organization. Responsibilities
Ensure newly acquired patients, primarily enrolled by MGCs, successfully complete their onboarding journey and attend their first scheduled appointment. Directly supervise a team of remote professionals to ensure new patient onboarding goals are met or exceeded, providing reliable, efficient support. Lead team by selection, onboarding, performance management, and engagement of assigned Membership Growth & Onboarding Coordinators. Build strong partnerships with center operations staff and sales leaders to align on monthly new patient onboarding and re‑enroll patient goals. Establish and maintain a standardized patient onboarding process that is aligned with stakeholders, enhancing efficiency and consistency. Ensure patients attend new patient orientation sessions and complete their initial appointment(s) within the first 30 days of eligibility. Liaise with sales and operations leaders and act as the key contact for new patient paperwork completion within the onboarding experience. Develop and implement tools to track performance, identify obstacles in real time, and drive continuous improvement. Ensure 100% of disenrolled patients receive outreach and coordinate next steps with center operations and sales leaders, aiming to re‑enroll targeted patients. Develop tools to analyze and report on disenrollment trends, providing actionable insights to improve patient retention strategies. Collaborate with key stakeholders to enhance processes that address disenrollment challenges and improve the overall patient experience. Provide market and regional sales and operational leaders with regular updates on retention outcomes and next steps. Accurately forecast new patient acquisition to confirmed first appointment conversion rates to drive business planning and strategy. Interpret short‑ and long‑term effects of retention strategies at center and market level, ensuring sustainable growth. Leverage Customer Relationship Management (CRM) tools to manage and optimize both patient retention and new member acquisition processes. Build and nurture strong relationships with internal sales and center market leaders to maximize patient retention and improve the new patient onboarding experience. Manage team budget and ensure proper expense processes are within budget allocation. Perform other duties as assigned and modified at manager’s discretion. Knowledge, Skills and Abilities
Competent‑level business acuity. Comprehensive knowledge of general/job‑related functions, practices, processes, procedures, techniques and methods. Deep understanding of both sales operations and center operations. Knowledge and experience 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 orientation. Ability to build strong relationships, both inside and outside the company. High level of integrity, dependability, and reliability. Ability to manage change and align with the mission. Proficient 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 evenings, weekends and/or holidays as needed. Spoken and written fluency in English; bilingual a plus. Independent judgment required. Education and Experience
BA/BS degree in Business, Marketing or related field or additional experience may be considered in lieu of required education on a year‑for‑year basis. Minimum of four (4) years of sales and/or operations experience, including at least two (2) years in a supervisory/managerial role with direct reports. Experience within the Medicare Advantage population strongly preferred. Experience working for a value‑based healthcare provider strongly preferred. Customer Service Call Center and/or provider center operations experience preferred. Pay Range
$76,732 - $109,617 Salary. Position may also be eligible for bonuses or commissions based on performance. Employee Benefits
Benefits include health, dental, vision, 401(k) matching, paid time off, and professional development opportunities.
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The Manager, Membership Growth and Retention leads a team of Membership Growth and Onboarding Coordinators, providing operational support to field‑based growth and retention initiatives. This position drives patient engagement, improves retention rates for new and current patients, and optimizes operational efficiencies to ensure long‑term success for patients and the organization. Responsibilities
Ensure newly acquired patients, primarily enrolled by MGCs, successfully complete their onboarding journey and attend their first scheduled appointment. Directly supervise a team of remote professionals to ensure new patient onboarding goals are met or exceeded, providing reliable, efficient support. Lead team by selection, onboarding, performance management, and engagement of assigned Membership Growth & Onboarding Coordinators. Build strong partnerships with center operations staff and sales leaders to align on monthly new patient onboarding and re‑enroll patient goals. Establish and maintain a standardized patient onboarding process that is aligned with stakeholders, enhancing efficiency and consistency. Ensure patients attend new patient orientation sessions and complete their initial appointment(s) within the first 30 days of eligibility. Liaise with sales and operations leaders and act as the key contact for new patient paperwork completion within the onboarding experience. Develop and implement tools to track performance, identify obstacles in real time, and drive continuous improvement. Ensure 100% of disenrolled patients receive outreach and coordinate next steps with center operations and sales leaders, aiming to re‑enroll targeted patients. Develop tools to analyze and report on disenrollment trends, providing actionable insights to improve patient retention strategies. Collaborate with key stakeholders to enhance processes that address disenrollment challenges and improve the overall patient experience. Provide market and regional sales and operational leaders with regular updates on retention outcomes and next steps. Accurately forecast new patient acquisition to confirmed first appointment conversion rates to drive business planning and strategy. Interpret short‑ and long‑term effects of retention strategies at center and market level, ensuring sustainable growth. Leverage Customer Relationship Management (CRM) tools to manage and optimize both patient retention and new member acquisition processes. Build and nurture strong relationships with internal sales and center market leaders to maximize patient retention and improve the new patient onboarding experience. Manage team budget and ensure proper expense processes are within budget allocation. Perform other duties as assigned and modified at manager’s discretion. Knowledge, Skills and Abilities
Competent‑level business acuity. Comprehensive knowledge of general/job‑related functions, practices, processes, procedures, techniques and methods. Deep understanding of both sales operations and center operations. Knowledge and experience 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 orientation. Ability to build strong relationships, both inside and outside the company. High level of integrity, dependability, and reliability. Ability to manage change and align with the mission. Proficient 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 evenings, weekends and/or holidays as needed. Spoken and written fluency in English; bilingual a plus. Independent judgment required. Education and Experience
BA/BS degree in Business, Marketing or related field or additional experience may be considered in lieu of required education on a year‑for‑year basis. Minimum of four (4) years of sales and/or operations experience, including at least two (2) years in a supervisory/managerial role with direct reports. Experience within the Medicare Advantage population strongly preferred. Experience working for a value‑based healthcare provider strongly preferred. Customer Service Call Center and/or provider center operations experience preferred. Pay Range
$76,732 - $109,617 Salary. Position may also be eligible for bonuses or commissions based on performance. Employee Benefits
Benefits include health, dental, vision, 401(k) matching, paid time off, and professional development opportunities.
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