Patient Needs and Continuity Advocate

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.

Job Description: Patient Continuity and Needs Advocate

The PCNA is responsible for helping to cultivate positive patient experience and drive long-term member retention. The incumbent in this role works collaboratively with Membership Growth Consultants (MGCs) and Center Dyads to execute targeted activities to retain membership.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

· Finds creative and compliant ways to engage and enhance communication with our patients

· Engages with all patients in the lobby, acting as a lobby ambassador, to identify opportunities for referrals, patient ambassadors, and service recovery

· Responsible for escalating service issues to Center Dyad to ensure timely resolution

· Leverages patient experience tools to proactively identify members for early service recovery intervention

· Establishes strong relationships with brokers and agents that have ties with center and a strong understanding of our value proposition

· Leverages company tools to enhance patient retention in partnership with Center leadership

· Compliantly connects patients with agents, brokers, and company employees to maintain patient engagement

· Identifies and reports on patient engagement and retention trends to inform strategy in collaboration with Center leadership

· Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

· Competent level business acuity

· In-Depth knowledge and understanding of general/core job-related functions, practices, processes, procedures, techniques and methods

· Expert knowledge of member attribution, eligibility and disenrollment process

· Proven track record establishing and maintaining relationships with seniors

· Demonstrated skill in customer service and service recovery

· Knowledge of and experience in working with insurance brokers or agents preferred

· Detail-oriented and proficiency in Salesforce

· Excellent written and verbal communication skills

· Positive attitude and the ability to build trust with internal and external partners

· Proficient in Microsoft Office Suite products including Word, Excel, PowerPoint and Outlook, plus a variety of other word-processing, spreadsheet, database, e-mail and presentation software

· Spoken and written fluency in English

EDUCATION AND EXPERIENCE CRITERIA:

· High School diploma; BA/BS degree preferred OR additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis

· A minimum of 3 years work experience require

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Interacts appropriately with patients and records information while greeting, checking-in, checking-out or scheduling appointments for patients. Conducts lobby checks to ensure organization and cleanliness.

• Serves as the gatekeeper for PCP and Specialists schedules including, but not limited to ensuring Top 40 patients are scheduled every 13 days.

• Utilizes computer equipment and programs to add new patient information, prints out relevant forms for processing, schedule appointments, respond to emails and generate New Patient packets. Ensures patient contact and emergency contact information is accurately documented in the system.

• Conducts “love” calls, mails birthday and greeting cards to patients commemorating special events.

• Answers telephones, takes detailed and accurate messages, and ensures messages are directed to the appropriate individual.

• Clearly communicates information about ChenMed clinical personnel to patients and other individuals.

• Verifies patient insurance via phone or website and collects any necessary copays for services. Assists with scheduling follow-up and in-house Specialist referral appointments, when necessary.

• Escorts patients to exam rooms and ensures their comfort and well-bring prior to leaving.

• Acts as HEDIS champion for the PCP by providing visibility of HEDIS needs for scheduled patients. Reports on hospitalizations including HITS census, ENS Ping, etc.

• Presents patients with customer service survey during check out and escalates if needed for immediate service recovery.

• Participates in daily and weekly huddles to provide details on patients.

• Regulates and monitors aspects of transportation, including: Driver’s lists/patients, medication deliveries, grocery deliveries, driver’s behavioral challenges, scheduling and coordinating Uber/Lyft rides for patients.

Other responsibilities may include:

• Maintains the confidentiality of patients’ personal information and medical records.

• Reviews patients’ personal and appointment information for completeness and accuracy.

• Transmits correspondence by mail, email or fax.

• Performs other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Exceptional customer service skills and passion for serving others
• Working knowledge of medical insurance and/or knowledge of electronic medical record EMR systems
• Knowledge of ChenMed Medical products, services, standards, policies and procedures
• Skilled in operating phones, personal computers, software and other basic IT systems
• Ability to communicate with employees, patients and other individuals in a professional and courteous manner
• Detail-oriented to ensure accuracy of reports and data
• Outstanding verbal and written communication skills
• Demonstrated strong listening skills
• Positive and professional attitude
• Knowledge of ChenMed Medical products, services, standards, policies and procedures
• Proficient in Microsoft Office Suite products including Excel, Word and Outlook
• Ability and willingness to travel locally and regionally up to 10% of the time
• Spoken and written fluency in English

EDUCATION AND EXPERIENCE CRITERIA:

• High school diploma or equivalent education required

• Graduation from a nationally accredited Medical Assistant program preferred

• A minimum of 1 year of work experience in a medical clinic or similar environment required

• BLS for Healthcare Providers preferred

Salary : $31,300 - $39,700