Patient Service Advisor - Conviva North Homestead
Patient Service Advisor - Conviva North Homestead
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$ 48900 - 66200
1 Vacancy
Job Description
Become a part of our caring community and help us put health first
The Patient Service Advisor is an embedded growth and retention associate responsible for executing initiatives that engage patients in their care ensure exceptional experience and drive growth and retention goals. In this role he or she will become a trusted resource for patients educating them on services supporting them through transitions and providing a personalized care journey. The Patient Service Advisor plays a key role in ensuring success of growth and retention strategies in the center and performance of their associated metrics. We are looking for compassionate individuals with strong communication skills and a proven ability to provide excellent customer service enhance consumer engagement and foster growth.Responsibilities
- Oversee the implementation of growth and retention initiatives within the center and work closely with staff to ensure 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 inclinic 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 decisionmaking process and ensuring a seamless transition to becoming an active patient.
- Actively capture patient feedback and manage communication loop partnering with crossfunctional 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.
Use your skills to make an impact
Required Qualifications
- High School Diploma or equivalent
- 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
- Bachelors 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
Additional Information
Working hours: Monday to Friday 8AM5PM
This role is considered patient facing and is part of Humana/Senior Bridges Tuberculosis (TB) screening program. If selected for this role you will be required to be screened for TB.
Social Security
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number if it is not already on file. When required an email will be sent from with instructions on how to add the information into your official application on Humanas secure website.
Interview Format: MODERN HIRE
As part of our hiring process we will be using an exciting interviewing technology provided by Modern Hire a thirdparty technology provides our team of recruiters and hiring managers an enhanced method for decisionmaking.
If you are selected to move forward from your application prescreen you will receive correspondence inviting you to participate in a prerecorded Voice Interview and/or an SMS Text Messaging interview. If participating in a prerecorded interview you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 1015 minutes.
If participating in a SMS Text interview you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 510 minutes. Your recorded interview(s) via text and/or prerecorded voice will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.
Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time 40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills knowledge experience education certifications etc.Description of Benefits
Humana Inc. and its affiliated subsidiaries (collectively Humana) offers competitive benefits that support wholeperson wellbeing. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits Humana provides medical dental and vision benefits 401(k) retirement savings plan time off (including paid time off company and personal holidays volunteer time off paid parental and caregiver leave) shortterm and longterm disability life insurance and many other opportunities.
About Us
About Conviva Senior Primary Care: Conviva Senior Primary Care provides proactive preventive care to seniors including wellness visits physical exams chronic condition management screenings minor injury treatment and more. As part of CenterWell Senior Primary Care Convivas innovative valuebased approach means each patient gets the best care when needed most and for the lowest cost. We go beyond physical health addressing the social emotional behavioral and financial needs that can impact our patients wellbeing.About CenterWell a Humana company: CenterWell creates experiences that put patients at the center. As the nations largest provider of seniorfocused primary care one of the largest providers of home health services and fourth largest pharmacy benefit manager CenterWell is focused on wholeperson health by addressing the physical emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM) CenterWell offers stability industryleading benefits and opportunities to grow yourself and your career. We proudly employ more than 30000 clinicians who are committed to putting health first for our teammates patients communities and company. By providing flexible scheduling options clinical certifications leadership development programs and career coaching we allow employees to invest in their personal and professional wellbeing all from day one.
Equal Opportunity Employer
It is the policy of Humana not to discriminate against any employee or applicant for employment because of race color religion sex sexual orientation gender identity national origin age marital status genetic information disability or veteran status. It is also the policy ofHumanato take affirmative action to employ and to advance in employment all persons regardless of race color religion sex sexual orientation gender identity national origin age marital status genetic information disability or protected veteran status and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions including but not limited to recruitment hiring upgrading promotion transfer demotion layoff recall termination rates of pay or other forms of compensation and selection for training including apprenticeship at all levels of employment.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
