Member Navigator

Organization Overview

The Center for Better Aging (CBA) is a healthcare collaborative funded through the Illinois Department of Healthcare and Family Services’ Healthcare Transformation Collaboratives (HTC) grant. Our mission is to transform health outcomes, nurture well-being, and reduce inequities for adults over 50 in Chicago’s Greater South Side community through whole-person care.

Position Overview

CBA’s highly organized, results-driven Member Navigator is responsible for ensuring members receive timely, reliable access to care by coordinating transportation services, assisting with insurance processes, and supporting member acquisition.
 

This position bridges operational coordination, direct member outreach, scheduling, and data capture, playing a critical role in the success of CBA’s engagement and retention efforts. The Member Navigator will also support new initiatives in care coordination, benefits navigation, and clinical engagement; thus, flexibility and adaptability are essential. This role requires reliable transportation and willingness to travel across the South Side of Chicago.

The Member Navigator will be responsible for:

Transportation Coordination

• Schedule transportation through managed care organizations (MCOs) by contacting members’ insurance providers directly.
• Utilize CBA’s internal tools (e.g., Kaizen Health) to resolve failed or missed MCO rides to maintain continuity of care.
• Actively monitor the transportation manifest and ride schedules to ensure timely, completed transportation through MCO or backup solutions.
• Track and report transportation metrics, including total MCO rides scheduled; rides completed through MCO workflow; rides completed through internal systems; and failed or rescheduled rides.

Primary Care Physician (PCP) Assignment

• Contact insurance carriers to complete PCP switch requests, ensuring all CBA members are assigned to the appropriate providers.

Member Acquisition and Scheduling

• Call, assign, and follow up on leads generated through outreach events, partnerships, or referrals.
• Input all lead and member contact details into Salesforce, CBA’s patient management system, for documenting scheduled follow-up activities.
• Proactively follow up with prospective leads to convert interest into scheduled appointments.
• Assist with insurance enrollment processes when necessary.
• Drive successful member acquisition through consistent engagement and follow-through.

Salesforce and Data Management

• Maintain accurate and timely records of all member interactions, outreach outcomes, and transportation activity using Salesforce.
• Capture data across key workflows including successful ride completions, PCP switches, and appointment conversions.
• Generate performance reports and flag trends for internal review and operational improvements.

Outreach and Engagement

• Participate in community tabling events, health fairs, and local activation campaigns to support member engagement and brand visibility.
• Serve as a frontline representative of CBA’s services and values, both in the community and on the phone.

Administrative Support

• Assist with scheduling, documentation, and follow-up workflows in collaboration with outreach and engagement teams.
• Support cross-functional operations and serve as a flexible resource when transportation or member issues arise.

Qualifications

Required Education

• High school diploma or GED (Bachelor’s preferred)

Skills & Competencies

• Strong communication skills and people-centric professionalism
• Proficient Microsoft Office skills (Excel, Outlook, Word, Teams)
• Demonstrated multitasking and time management skills
• US work authorization

Preferred Experience

• Background in sales, patient outreach, lead generation, or MCO coordination.
• Experience in healthcare, member services, transportation coordination, outreach, or customer service. 
• Ability to confidently call insurance plans and members to schedule services or resolve issues.
• Familiar with Salesforce and transportation programs like Kaizen Health or direct MCO transport.
• Self-motivated problem solver with a proactive and adaptable mindset.