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The Patient Service Advisor is an embedded, in-clinic growth and retention associate responsible for executing initiatives that engage patients in their care, ensure an exceptional experience, and drive growth and retention goals. Serving as a trusted resource for patients, the Patient Service Advisor educates individuals on available services, supports them through care transitions, and guides them through a personalized care journey. This role works closely with clinic staff and internal stakeholders to implement best-practice strategies, monitor performance metrics, and identify opportunities for improvement. Through both in-person and telephonic outreach, the Patient Service Advisor plays a key role in the success of growth and retention strategies and the achievement of associated metrics within the center.

Please note: Travel will be required within the CC Market from center to center as assigned daily. The Patient Service Advisor will divide their time between two clinics – Central Corpus and Portland.

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

• High School diploma or equivalent

• 2+ years of experience in a healthcare setting or related business experience

• Bilingual English/Spanish

• Travel is required within the CC Market from center to center

• 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

• Compassionate approach with strong interpersonal and communication skills.

• Ability to work collaboratively within a multidisciplinary team.

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)