Customer Success Jobs at ChenMed with Visa Sponsorship

INTRODUCTION

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.

ROLE AND RESPONSIBILITIES

The Membership Growth Consultant (MGC) is an outside healthcare sales representative who’s responsible for generating sales leads and membership by nurturing productive relationships with senior citizens, key local community partners, and senior-focused businesses to enroll new patients to ChenMed. MGC is the first of three separate tiers as part of the overall MGC Success Plan and growth career path at ChenMed.

The incumbent in this role is developing skills to arrange, design, and orchestrate sales events and to develop fun and cost-effective techniques to keep senior participation and satisfaction high, in part to drive referral sales from satisfied patients to help fuel membership growth. He/She learns to effectively communicate the ChenMed/JenCare value proposition at community events.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Begins to nurture, build and cultivate direct-to-seniors and business-to-business partnerships to generate new patient opportunities year-round.
• Meets with individual seniors and groups in their homes, workplaces, houses of worship, senior centers or living communities to share the ChenMed value proposition.
• Start planning, coordinating and executing local events within the community (e.g., information tables, health fairs, doc talks, etc.) to help reach our ideal patients (i.e., medically underserved, Medicare-eligible seniors, age 55 and older).
• Start cultivating strong relationships with health plan agents, individual insurance agents, social workers, case workers, senior housing managers, senior centers and related community providers to keep ChenMed/JenCare Medical Centers as their top provider choice for senior healthcare when referring patients to a primary care physician.
• Partners with community officials, businesses and senior outreach programs to develop initiatives that will appropriately drive new patient growth.
• Schedules one-on-one sales meetings, referral relationships with Plan agents, independent brokers and the senior community to deliver solutions on immediate customer requests. Manages vendors as related to event planning and negotiating contracts with venues where events are taking place.
• Ensures insurance agents and/or brokers are invited to community events to ensure timely patient assignment to ChenMed/JenCare Medical Centers.
• Learns to use marketing and sales tools to identify solutions and sell to new customers. Maintains up-to-date client information in designated customer relationship management (CRM) tool (i.e., SalesForce). Utilizes CRM tool to document interactions with clients and ensures effective management of leads.
• Provides monthly activity calendar reflecting community access points and new tabletop venues. Creates penetration plans and initiatives in key target markets and channels.
• Recovers dormant customers via sales tools and marketing campaigns.
• Drives new member growth by appropriately educating potential patients on our value proposition and healthcare model. Delivers prescribed presentation in front of large audiences.
• Develops distribution channels to support new patient enrollment growth. Uses all sales tools provided to ensure efficiency and collection of pertinent data.
• Partners with sales leadership to improve effectiveness of engagements with distributors, vendors and community partners.
• Builds trusting relationships with brokers/insurance agents/case workers/third party vendors associated with seniors with supervision. Develops and executes specific broker and partner strategies and plans.
• Engages with new patients through and beyond their first appointment. Maintains relationships with enrolled patients to positively impact retention. Helps address and resolve customer complaints and issues as required.
• Performs other related duties as assigned.

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 tough 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 take action
• Negotiates skillfully in tough situations
• Wins concessions without damaging relationships
• Responds effectively to the reactions and positions of others

KNOWLEDGE, SKILLS AND ABILITIES:

• High business acumen and acuity
• Exceptional organizational skills with the ability to manage multiple priorities in a fast-paced work environment
• Demonstrated knowledge of negotiation, probing skills, closing skills and handling objections
• Detail-oriented and proficient in MS office (PowerPoint, Excel, Word, and Outlook), CRM tools (Salesforce) plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software
• Excellent interpersonal and problem solving skills. Must have the patience and ability to engage customers in conversation
• Excellent written and verbal communication skills, including a clear, confident speaking voice and a friendly rapport with customers. (e.g., pitch letters, outbound calls, effective one-on-one meetings, group presentations, etc.)
• Must have the ability to be flexible and creative in dealing with customers. Positive attitude and the ability to attract patients with a warm, gentle disposition as it relates to our target market and their caregivers. Must be persuasive and highly motivated to make sales, with the ability to close sales without being perceived as pushy
• Good keyboarding skills are needed. Ability to accurately type a significant number of words per minute
• Spoken and written fluency in English
• Bilingual is a plus
• Ability and willingness to travel locally, regionally and nationwide up to 75%; work is primarily conducted off ChenMed premises
• This position requires use and exercise of independent judgment

EDUCATION AND EXPERIENCE CRITERIA:

• High School Diploma or GED required. Bachelor's degree in Marketing, Business Administration or a related field preferred OR additional combination of formal education, training and experience above the minimum will be considered in lieu of the education on a year-for-year basis.
• A minimum of 2 years of successful sales experience is required. Working with seniors a plus, as is a general understanding of Medicare Advantage
• A minimum of 2 years of business-to-business experience or equivalent management experience preferred
• Relevant sales experience with establishing and maintaining relationships with business/vendor partners
• Experience in telesales to input sales data into a computer while on the telephone with a customer
• This position requires possession and maintenance of a current, valid Driver’s License

PAY RANGE:

$38,509 - $55,013 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 bonuses or commissions.

EMPLOYEE BENEFITS

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.