[Hiring] Lead, Growth Consultant @ChenMed

Role Description

The Lead, Growth Consultant (Virtual) is a healthcare operations support professional responsible for providing real-time assistance and guidance to Growth Consultants (Virtual) while they serve Medicare-eligible seniors. Acting as the primary resource for operational questions, technical issues, and process clarification, the Lead, Growth Consultant (Virtual) ensures seamless daily operations without direct call-handling responsibilities or individual performance goals. The Lead, Growth Consultant (Virtual) takes ownership of team support functions, using deep process knowledge and quick decision-making to resolve issues and maintain operational efficiency while supporting overall team enrollment and retention success.

Essential Job Duties/Responsibilities:

• Real-Time Support:
  • Provides immediate assistance to Growth Consultants (Virtual) during calls for questions about processes, systems, or member situations.
  • Serves as primary resource for troubleshooting technical issues, system problems, and workflow clarifications.
  • Monitors team chat channels and communication platforms to ensure timely response to support requests.
• Process & Knowledge Management:
  • Maintains current knowledge of all campaign workflows, policies, and procedures to provide accurate guidance.
  • Serves as subject matter expert for complex member scenarios and escalation procedures.
  • Updates and maintains team resources, quick reference guides, and process documentation.
• Administrative Support:
  • Assists with scheduling, system access issues, and general administrative needs.
  • Coordinates between Growth Consultants (Virtual) and other departments when needed.
  • Supports new team member onboarding and training initiatives.
• Quality Assurance:
  • Reviews and validates complex member cases when requested by leadership.
  • Assists with compliance questions and ensures adherence to HIPAA and regulatory requirements.
  • Helps resolve member complaints or complex situations that arise during calls.
• Operational Coordination:
  • Communicates with Manager, Sales (Virtual) regarding operational issues and improvement opportunities.
  • Participates in team meetings and process improvement initiatives.
  • Maintains awareness of campaign changes and updates to relay to team members.
  • Performs other related duties as assigned.

Qualifications

• High business acumen with understanding of campaign metrics, conversion processes, and operational efficiency.
• Expert-level knowledge of CRM systems (Salesforce preferred), phone systems, and various healthcare software platforms.
• Excellent verbal communication skills with ability to provide clear, immediate guidance and support to team members.
• Strong problem-solving and critical thinking skills with ability to quickly assess situations and provide accurate solutions.
• Deep understanding of healthcare sales processes, Medicare Advantage, and senior-focused service delivery.
• Superior organizational skills with ability to manage multiple support requests and priorities simultaneously in a fast-paced environment.
• Detail-oriented with strong documentation skills and ability to maintain accurate records and process guides.
• Demonstrated knowledge of HIPAA compliance, healthcare privacy regulations, and call center quality standards.
• Proficient in Microsoft Office Suite (PowerPoint, Excel, Word, and Outlook) and various databases and reporting software.
• Strong interpersonal skills with patience and ability to support team members under pressure.
• Flexible and adaptable approach to problem-solving with ability to think creatively when standard processes don't apply.
• Ability to work remotely with minimal supervision while maintaining availability for team support.
• Comfortable working in a remote environment with reliable internet and professional home office setup.
• Ability and willingness to travel up to 25% of the time for team meetings and training.
• Spoken and written fluency in English; bilingual a plus.

Requirements

• High School Diploma or GED required. BA/BS in Business, marketing, or related field preferred.
• Minimum of two (2) years’ healthcare sales required, including one (1) year of experience as a Growth Consultant (Virtual) or equivalent call center/sales.
• Demonstrated success in customer service or sales support roles with proven ability to assist and guide team members.
• Experience working with seniors, healthcare, or Medicare-eligible populations preferred.
• Previous experience in training, mentoring, or team support capacity preferred.
• Experience with quality assurance, compliance monitoring, or case review processes preferred.

Benefits

• Great compensation.
• Comprehensive benefits.
• Career development and advancement opportunities.
• Great work-life balance.
• Opportunities to grow.

Pay Range

$20.2 - $28.83 Hourly. 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.