Member Navigator

Position Title: Member Navigator

Position Category: Non-Exempt, Full-Time

Reports to: Director of Member Engagement and Growth Strategy

Flexible Hybrid: On-site/Hybrid

Direct reports: N/A

Annual Salary: $75,000

Annual Performance Bonus: $15,000

Join Our Team

At the Center for Better Aging (CBA), our mission is to improve the quality of life for older adults and strengthen the communities we serve. We provide compassionate aging services, support, and resources that help individuals live healthier and safer lives.

CBA is a diverse, mission-driven team of professionals who value collaboration, innovation, and dignity for all. We foster a supportive work environment that encourages new ideas, growth, and work-life balance.

We’re a growing nonprofit—and we’re looking for people who want to grow with us. Employees at CBA are encouraged to take on new challenges, develop leadership skills, and pursue professional development opportunities that help advance their careers within the organization.

Core Responsibilities

Member Acquisition, Lead Management, and Scheduling

• Meet or exceed member acquisition goals through outreach and engagement
• Generate leads in target communities and manage them through the full conversion process
• Conduct outreach via phone, events, referrals, and digital channels
• Follow up consistently to convert prospects into scheduled appointments and active members
• Present CBA services through one-on-one consultations and community interactions
• Coordinate appointment scheduling and support timely access to care
• Assist with insurance-related processes as needed
• Drive results through consistent follow-up, documentation, and engagement
• Support Medicare Annual Enrollment Period (AEP) operations through increased outreach, member engagement, scheduling, education, and retention activities during the annual enrollment cycle
• Conduct proactive outreach to Medicare-eligible individuals to support awareness of available benefits, care access, and CBA services during AEP
• Assist with Medicare wellness evaluations, Medicare engagement initiatives, and scheduling activities for Medicare members to support continuity of care and preventive health goals
• Collaborate with internal teams, providers, and approved external partners to support member retention and engagement efforts during peak enrollment periods
• Maintain timely follow-up and documentation during high-volume enrollment periods while ensuring compliance with all CMS, organizational, and outreach guidelines

Transportation Coordination

• Schedule transportation through managed care organizations (MCOs) by coordinating directly with insurance providers
• Monitor ride schedules and resolve missed, delayed, or failed transportation using internal tools (e.g., Kaizen Health)
• Coordinate backup transportation when needed to ensure continuity of care
• Track and report transportation activity and outcomes, including completed and failed rides
• Proactively resolve transportation and scheduling issues with a member-first approach

Primary Care Physician Assignment and Insurance Coordination

• Contact insurance carriers to complete PCP switch requests.
• Ensure CBA members are assigned to the appropriate providers when required.
• Follow up with insurance plans, members, and internal teams to confirm PCP assignment status.
• Document PCP switch activity, barriers, outcomes, and next steps in Salesforce or other approved systems.
• Support member access by helping resolve insurance-related barriers that may prevent scheduling, care engagement, or continuity of care.

Salesforce and Data Management

• Maintain accurate Salesforce records for member interactions, outreach, scheduling, transportation, and conversion activity
• Manage a pipeline of leads and track progress across key workflows
• Capture and report data on outreach, conversions, transportation outcomes, and engagement metrics
• Generate reports and identify trends to support performance improvement
• Analyze data to improve outreach strategies and lead conversion
• Support accurate tracking of outreach, engagement, and operational outcome

Community Engagement and Partnerships

• Represent CBA at community events, outreach activities, and partner engagements
• Serve as a frontline ambassador communicating CBA’s services and member-centered approach
• Engage and enroll diverse communities using culturally responsive practices
• Build and maintain relationships with community partners and referral sources
• Identify partnership opportunities to support lead generation and engagement
• Execute outreach strategies to increase awareness across priority communities
• Ensure compliance with all guidelines related to outreach and member engagement

Event Coordination and Outreach Execution

• Plan and execute community events to drive awareness, lead generation, and member acquisition
• Participate in outreach activities including health fairs, tabling events, and partner activations
• Support event logistics, lead capture, follow-up, and reporting
• Evaluate event performance to improve outreach and conversion results
• Communicate CBA’s value through presentations and one-on-one engagement
• Ensure events are organized, professional, and aligned with growth goals

Administrative and Cross-Functional Support

• Support scheduling, transportation coordination, documentation, and member follow-up across teams
• Collaborate with internal departments and stakeholders to align outreach and engagement efforts
• Assist with cross-functional operations and resolve member access needs as they arise
• Support initiatives related to care coordination, engagement, and member retention
• Serve as a flexible resource to meet operational and organizational priorities
• Perform other duties as assigned to support CBA’s mission and growth strategy
• Support operational initiatives associated with Medicare Annual Enrollment Period (AEP), including increased outreach activity, scheduling coordination, member communications, member retention efforts, and engagement campaigns
• Assist with Medicare member evaluations, preventive engagement initiatives, and care access coordination for Medicare populations

Performance Metrics

• Member acquisition and lead-to-member conversion rates
• Lead follow-up performance and appointment scheduling outcomes
• Transportation completion rates and PCP assignment accuracy
• Salesforce documentation accuracy and timeliness
• Outreach activity, event impact, and community partnerships
• Conversion rates from outreach to scheduled appointments
• Resolution of transportation, scheduling, and member access barriers
• Accuracy of outreach, engagement, and operational tracking
• Additional metrics as assigned
• Performance expectations, outreach goals, scheduling volume, conversion metrics, and engagement activities may adjust during Medicare Annual Enrollment Period (AEP) based on operational and organizational priorities
• Medicare member engagement completion rates, wellness evaluation scheduling outcomes, retention-related activities, and member follow-up performance
• AEP-related outreach productivity, lead conversion outcomes, scheduling turnaround times, and retention support metrics