Patient Retention Specialist - Flagler (Must Speak Creole)

The Retention Specialist drives customer satisfaction and maximizes member retention rates by addressing member concerns and proactively reaching out to members who are at-risk of disenrolling. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Handles all patient concerns and escalates issues as needed, in order to ensure all actions are made to retain existing patients.
• Initiates calls to members with low engagement levels to assess potential service gaps and develop creative solutions to ensure retention.
• Demonstrates empathy towards members expressing potential concerns and commitment to delivering best-in-class experience.
• Influences patient satisfaction by answering incoming calls using the assigned telephone script in a professional, courteous, and timely manner.
• Monitors call HOLD time. Makes certain that patients are not left on hold without needs being assessed.
• Meets performance targets set for call center representatives, including retention-specific goals.
• Provides patient with accurate company information. IE, Office Hours, address, etc.
• Handles incoming calls to attain a first resolution.
• Screens and disseminates incoming calls deemed necessary to the appropriate personnel/department in a timely manner and ensures calls are routed properly.
• Takes phone messages when necessary and properly informs appropriate individual.
• Sends tasks using Practice Management system to the appropriate individuals and follows up with completion of task.
• Daily communication with managers regarding any changes in schedule (example Physician’s cancellation, team members out, new hires).
• Provides feedback to changes needed in telephone directory.
• Properly communicates to manager any technical issues including non-functioning telephones, system failures and/or software issues.
• Maintains continuous communication with patient service representatives, clinical teams in order to assist the caller with his/her needs and refers difficult issues immediately to department team leads and/or managers.
• Trouble shooting any patient inquiry or concern and ensure patients expectations are met.
• Conducts all activities in a professional, polite, and courteous manner and abides by company and department policies and procedures.
• Must be able to work flexible schedule and locations.
• Maintain work area clean and always organized.
• Able to always respect and maintain patient confidentiality.
• Performs other duties as assigned.

EXPERIENCE AND REQUIRED SKILLS

• High School Diploma or equivalent
• Bi-lingual English/Spanish preferred; must be able to read, write and speak English.
• 1-2 years of experience in Customer Service or Hospitality preferred
• Basic computer knowledge: MS Word and MS Excel, internet, document with Electronic Health Records and/or authorization system with minimal typing/spelling errors, send e-faxes and email.
• Strong people skills; independent decision making and customer service oriented.
• Bilingual; Spanish and English preferred.

CareMax provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, disability status, genetics, citizenship status, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.