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Member Retention Project Coordinator

  • R0009292
  • 2734 W 87th Street, Chicago, IL 60652

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Job Description
The Membership Retention Program Coordinator is responsible for helping to cultivate positive patient experiences within defined territory and building brand ambassadors within the communities we serve. The incumbent in this role works collaboratively with Membership Growth Consultants and Market Leadership to development and implement loyalty programs that celebrate our members, reward tenure, reward compliance and recognize milestones. He/She effectively communicates the ChenMed/JenCare/Dedicated value proposition at every opportunity.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

  • Plans, coordinates and executes strategies to support company retention goals within assigned territory.
  • Coordinates loyalty programs that celebrate our members, reward tenure, reward compliance, and recognize milestones.
  • Conducts 8-10 in-center events per week (e.g., information sessions, birthday celebrations, doc talks, etc.) to help improve the patient experience.
  • Schedules and coordinates in-center events and notifies patients of said upcoming events to ensure attendance.
  • Works with the business analytics team to determine the program’s effectiveness and ROI.
  • Partners with ChenMed colleagues to achieve business objectives and remains sensitive and responsive to meeting the needs of operations, sales and medical team leaders.
  • Works together with Regional marketing managers to develop and deploy programs, messaging and mail campaigns that honor our seniors.
  • Collaborates with center managers and providers to deploy value-added health and wellness programs.
  • Arranges member education and social activities with the twists needed for current patients to refer even more relatives and friends in as new members of ChenMed.
  • Maintains and nurtures relationships with key patient brand ambassadors in each assigned center.
  • Seeks to find creative ways to engage with our patients and advance our need to have patients call us first in our effort to significantly reduce hospital sick days.
  • Conducts all activities in ways that are compliant with CMS and HIPAA governmental requirements.
  • Performs other duties as assigned and modified at manager’s discretion.

COMPETENCIES:

Instills trust

Gaining the confidence and trust of others through honesty, integrity, and authenticity

  • Follows through on commitments
  • Is seen as direct and trustful
  • Keeps confidences
  • Practices what he/she preaches
  • Shows consistency between words and actions

Results driven

Consistently achieving results, even under tough circumstances

  • Has a strong bottom-line orientation
  • Persists in accomplishing objectives despite obstacles and setbacks
  • Has a track record of exceeding goals successfully
  • Pushes others

Action oriented

Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm

  • Readily acts on challenges, without unnecessary planning.
  • Identifies and seizes on new opportunities
  • Displays a can-do attitude in good and bad times
  • Steps up to handle tough issues

Effective communication

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences

  • Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels
  • Attentively listens to others
  • Adjusts to fit the audience and the message
  • Provides timely and helpful information to others across the organization
  • Encourages the open expression of diverse ideas and opinions

Resiliency

Rebounding from setbacks and adversity when facing difficult situations

  • Is confident under pressure
  • Handles and manages crises effectively
  • Maintains a positive attitude despite adversity
  • Bounces back from setbacks
  • Grows from hardships and negative experiences

Networking

Effectively building formal and informal relationship networks inside and outside the organization

  • Builds strong formal and informal networks.
  • Maintains relationships across a variety of functions and locations
  • Draws upon multiple relationships to exchange ideas, resources, and know-how

Customer focus

Building strong customer centric relationships and delivering customer-centric solutions

  • Gains insight into customer needs
  • Identifies opportunities that benefit the customer
  • Builds and delivers solutions that meet customer expectations
  • Establishes and maintains effective customer relationships

Persuasiveness

Using compelling arguments to gain the support and commitment of others

  • Positions views and arguments appropriately to win support
  • Convinces others to act
  • Negotiates skillfully in tough situations
  • Wins concessions without damaging relationships
  • Responds effectively to the reactions and positions of others

KNOWLEDGE, SKILLS AND ABILITIES:

  • Relevant selling experience with establishing and maintaining relationship with business/vendor partners
  • High-level organizational skills with the ability to manage multiple priorities in a fast-paced work environment
  • Demonstrated knowledge of, and expertise in, negotiation, probing skills, closing skills, and handling objections
  • Knowledge of and experience in working with insurance brokers or agents preferred
  • Detail-oriented and proficient in CRM tools (i.e. Salesforce)
  • Excellent written and verbal communication skills (e.g., pitch letters, outbound calls, effective one-on-one meetings, group presentations, etc.)
  • 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
  • Ability and willingness to travel locally, regionally and nationwide up to 75% of the time; work is primarily conducted off ChenMed premises
  • Spoken and written fluency in English
  • Bilingual is a plus
Additional Job Description

EDUCATION AND EXPERIENCE CRITERIA:

  • High school diploma required
  • BA/BS degree in Business Administration or a related field preferred
  • A minimum of 4 years’ successful sales work experience required; working with seniors a plus as is a general understanding of Medicare Advantage
  • A minimum of 3 years’ business-to-business experience or equivalent management experience preferred
  • A valid Class C or D or State equivalent driver's license, issued by the State of current employment

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