Specialist, Patient Retention
Location: Miami, FL
Type: Full time
Posted: 4 Days Ago
It's rewarding to be on a team of people that truly believe in making an impact!
We are committed to building the best primary care environment for patients and are seeking healthcare enthusiasts to join us.
Job Summary
This position’s primary focus is to retain active members and reinstate inactive members, while providing a positive patient experience.
Duties & Responsibilities
- Resolve member inquiries and complaints fairly and effectively according to the processes and procedures.
- Develop new strategies for customer retention activities.
- Respond to patient inquiries and resolve service complaints in a timely manner, collecting related data.
- Conduct member satisfaction calls and act as member advocate to resolve questions or concerns.
- Establish effective working rapport with medical centers personnel (providers and administrative staff).
- Respond to questions, resolve issues and/or forward to appropriate personnel in a timely manner to ensure member, referral, and employee satisfaction.
- Work extensively with eCw EMR system to further investigate member services, documents, patient surveys.
- Contribute ideas for process or efficiency improvements to the Manager of Member Retention.
- Communicate with patients to ensure questions and concerns are processed in a timely manner and effectively communicate with medical centers and corporate associates.
- Provide adequate notes and documentation within platform to ensure patient satisfaction.
- Demonstrate adherence to all company, state, and federal policies, laws, and regulations including HIPAA.
- Conduct telephone conversations in a polite manner and ensure accurate information is exchanged and member is satisfied.
- Report errors, omissions, and incidents to the Supervisor of Patient Retention through documented reports.
- Analyze patient opinions and develop new techniques to ensure retention.
- Explain to patients about the new benefits.
- Welcome and educate new patients on all the Cano Health integrated care services.
- Assist and care for new members for the first 3 months in order to avoid disenrollment.
- Obtain new member referrals from new or existing members.
Additional Duties & Responsibilities
- Other duties as assigned by manager.
Supervisory Responsibilities
- No supervisory responsibilities.
Education & Experience
- Minimum of 1-2 years of experience in a Call Center environment with a focus in patient service.
- High School Diploma preferred.
- Excellent client or customer service skills to successfully assist and interact with customers, members, and associates.
- Strong problem-solving and conflict resolution skills.
- Must have strong written and verbal communication skills.
Knowledge, Skills & Proficiencies
- Must be fluent in English and Spanish.
- Skill in operating phones, personal computer, software, and other IT systems.
- Skill in oral communication.
- Ability to communicate with employees, patients, and other individuals in a professional and courteous manner.
- Ability to pay close attention to detail and to ensure accuracy of reports and data.
Job Requirements
Physical Requirements
This position requires travel approximately 30% of the time to several markets within Florida.
Travel Requirements
This position works under dynamic movement conditions. The employee is required to work at a personal computer and out in the community for extended periods of time. Must be able to stand, sit, walk, and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include the ability to lift up to 50 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Tools & Equipment Used
Computer and peripherals, standard and customized software applications and tools, and usual office equipment.
Disclaimer
The duties and responsibilities described above are designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain, or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time.
Cano Health is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Join our team that is making a difference!
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