Patient Service Advisor

Responsibilities

• Oversee the implementation of growth and retention initiatives within the center and work closely with staff to ensure execution of tactics are in alignment with best practices.
• Develop familiarity with patients to build trust and sense of personalization in their care, enhancing their experience.
• Support the new patient welcome experience by assisting with registration, conducting welcome tour, and providing comprehensive introduction to model of care.
• Assist patients in navigating services within the health system and educating them about available resources, benefits, and events.
• Conduct 30/60/90 day follow up outreach after the first appointment and subsequent regular touchpoints utilizing a mix of communication channels, ensuring patients have what they need to stay engaged in their care.
• Support a variety of growth and retention initiatives through targeted in-clinic engagement and telephonic outreach, inclusive of new member onboarding, provider attribution, attrition mitigation during transitions, and AEP/OEP/SEP.
• Coordinate with center staff to ensure completion of initiative activities such as patient form fill, administration of screeners, warm handoffs, and material hand out.
• Execute lead nurture journeys, guiding potential patients through the decision-making process and ensuring a seamless transition to becoming an active patient.
• Actively capture patient feedback and manage communication loop, partnering with cross-functional teams to find solutions to concerns and respond to patients in a timely manner.
• Clearly and consistently document patient interactions within EMR and CRM systems to ensure communication of key information to center staff.
• Partner with internal stakeholders, such as a Broker Managers and Community Engagement Professionals, to bring awareness of services to prospective patients and support growth.
• Stay informed about local trends and community dynamics to effectively advocate for center during build out of strategies.
• Drive clinic performance and have a clear understanding of key growth and retention metrics. Metrics may include patient engagement, patient retention, membership growth, and campaign KPIs.
• Leverage dashboards to provide regular updates on progress and performance of programs, highlighting areas for improvement and proposing solutions to enhance outcomes.

Required Qualifications

• 2 years of experience in a healthcare setting or related business experience
• Proficiency in Microsoft Office Programs including Word, PowerPoint, and Excel
• Demonstrated excellent customer service with verbal, listening and written communication skills
• Possess strong attention to detail, organization, and time management
• Comfortable having difficult conversations and overcoming barriers to support patients in their care
• Must be able to travel between centers in the assigned geographic area
• Must be Bilingual English/Spanish

Preferred Qualifications

• Bachelor’s degree in business or related field or comparable experience and background
• Experience working with Senior population
• Knowledge of Managed care and Medicare
• Experience using a Customer Relationship Management (CRM) tool (i.e. Salesforce)
• Experience conducting telephonic outreach to engage patients or consumers

Working hours: Monday to Friday 8AM-5PM

Job Type: Full-time

Pay: $23.00 - $26.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Work setting:

• Clinic
• In-person

Experience:

• Healthcare: 2 years (Required)

Language:

• Spanish (Required)
• English (Required)

Ability to Relocate:

• Hialeah, FL 33012: Relocate before starting work (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person

Salary : $23 - $26