Overview
Come join MDVIP, a national employer in the healthcare space, as a Senior Patient Advocate tto sell this innovative program to the existing patients of a physician who is transitioning the practice to the MDVIP primary care model. The successful candidate is one who can take initiative and confidently direct patient interactions. Focuses on new member acquisition through various enrollment channels, such as Community Joiners, Transition joiners, Succession, and inorganic growth-related sales. Supports assigned accounts for member service inquiries/requests from MDVIP members, Physicians, Physician staff, and MDVIP field personnel, as necessary. Additionally, serves as a membership focused resource assigned to specific post-open physicians, in collaboration with the Practice Development Manager (PDM).
Responsibilities
Sr. PA responsibilities:
Provides OJT (On the Job Training) and installs Temporary Patient Advocate in practices. Provides additional event support such as Celebrate Your Health (CYH), warm up meetings, mini meetings, etc. as assigned.
Performs specific transition project work which may include data analysis, specialized sales projects, or other items assigned at the direction of MDVIP management.
Supports DWFP team to handle member and affiliated physician escalated calls and case resolution.
Post-open account management support -
Membership retention:“Save-a-Member” program – Uses knowledge and sales ability to contact cancelled, or future cancelled members to initiate consideration of rejoining or remaining with MDVIP in the original practice, or another that might be better suited for their needs.Scholarship conversion – Reviews end of scholarship report and strategizes with PDMs and PCC leadership to identify members to convert to a paid membership following end of scholarship period.
- Reviews cancellations with physician/staff for non-payment and identifies and contacts those who may be able to be reinstated.
Works with PDM to support post-open practices with Messaging Training, Staff Training, and membership development efforts to align practices with an effective “staff experience and expectations” strategy.
Serves as secret shopper to gauge training needs of staff.
Performs specific project work which may include data analysis, specialized sales projects, or other items assigned at the direction of MDVIP management.
- Pursues membership leads from the affiliate or member event participation to convert to a community joiner.
Performs proactive outreach for call campaigns to support new and ongoing initiatives.
Supports post-open practices during PDM vacancy/extended outage to ensure responses to affiliates are timely and provide a direct/reachable contact.
Support the efforts to monitor calls and provide feedback to the QA Supervisor and/or team leadership.
Transition:
Works from the assigned physician’s office location throughout the duration of the assignment to perform the standard Patient Advocate (PA) functions.
Enrolls transition and community joiners of an affiliated practice and processes electronic agreements.
Answers all patient/member inquiries, in-office or remotely, regarding the benefits of MDVIP membership.
Sends a daily report of patient activity, including sales results to their respective management team. Works with their Practice Transition Manager (PTM) to meet the physician’s needs and answer any questions from the physician or the physician’s staff.
Updates the physician with transition or community joiner sales data and works with the physician’s office staff to ensure the accuracy of patient contact information (i.e., addresses and/or phone numbers).
Provides support at all patient events, including online events, which may include evening and/or weekend hours. Participates in staff training sessions as required.
Addresses continuity of care for patients not interested in joining the MDVIP Program.
Non-Transition:
Performs work as a remote work arrangement to assist members, MDVIP Affiliated Physicians, Office, and Field Staff with membership inquiries, as well as professionally interact with fellow team members and employees from other departments.
Develops individual sales strategies to achieve membership acquisition goals through individual call campaigns and follow up from call leads (such as inorganic growth, succession retirements, referrals, end of scholarship list).
Performs inbound/outbound calls related to member collections, retention, and reinstatement activities. Handles assigned escalated cases to ensure proper resolution.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education / Experience / Knowledge:
Associate degree from two-year College or university and 3 years related experience and/or training; or equivalent combination of education and experience where two years of related experience equals one year of schooling. Preferable work experience includes pharmaceutical sales, medical device sales, clinical work, customer service, or other sales experience.
- Must have demonstrated high performance both as a Patient Advocate and as a Member Acquisition Specialist and supported multiple assignments in various states/regions required.
Computer Proficiency:
Proficient in Microsoft Office applications. Able to learn new software easily.
Certificates and Licenses:
Valid driver’s license with an insurable driving record.
