New Patient Advisor

CenterWell Senior Primary Care•The Villages, FL

7d•Onsite

About The Position

As a New Patient Advisor, you will help support growth strategies. A New Patient Advisor is the first point of contact for prospective patients seeking to become a new patient of either Primary Care and/or Specialty Care. The New Patient Advisor is responsible for managing inbound calls directed through various marketing campaigns, making outbound calls to new prospective patients, and managing follow up calls on leads. This role is responsible for the new patient registration process, including insurance verification and scheduling of new patient tours and/or book new patient appointments for both our primary and specialty care providers. Be a champion for our brand, care model, care centers, services, clinicians, and new patient experience. Represent our core values to new patients and coworkers. Provide superior service, support, and care for prospective patients with a friendly, engaged, and positive attitude. Responsible for supporting the growth of our Primary Care, Medicare Advantage patient panel through scheduling New Patient Tours for prospective patients with our New Patient Specialists; as well as supporting our Specialty Care growth through scheduling New Patient appointments. Perform a needs analysis by listening to prospective patient’s health needs and asking probing questions to best advise how we can assist them. Responsible for the new patient registration process through the utilization of the most up-to-date resource tools and new patient workflows to ensure accurate patient registration. Collaborate with Primary Care and Specialty Care Teams in advising how best to meet prospective patient’s needs to be seen. Seek sufficient information to track prospective patient information in the CRM and update the CRM and EMR systems for all patient interactions. Report accurate outcome of calls through wrap up codes to determine the success of our various marketing campaigns and business decisions of future campaigns. Meet performance and service level goals (abandoned rate, wrap-up codes, productivity, and call quality). Adhere to compliance and HIPPA regulations. Adhere to company policies. Responsible for use of multiple software programs (CRM, Athena, Radix, Counsel Ear, etc.). Other duties as assigned.

Requirements

High School graduate or equivalent
1+ years of Customer/Patient Service Experience
Experience in a medical office, sales and/or a call center
Experience using call center, EMR and CRM software

Nice To Haves

Associate’s degree
Healthcare industry experience

Responsibilities

Managing inbound calls directed through various marketing campaigns
Making outbound calls to new prospective patients
Managing follow up calls on leads
Responsible for the new patient registration process, including insurance verification and scheduling of new patient tours and/or book new patient appointments for both our primary and specialty care providers
Be a champion for our brand, care model, care centers, services, clinicians, and new patient experience
Represent our core values to new patients and coworkers
Provide superior service, support, and care for prospective patients with a friendly, engaged, and positive attitude
Support the growth of our Primary Care, Medicare Advantage patient panel through scheduling New Patient Tours for prospective patients with our New Patient Specialists
Support our Specialty Care growth through scheduling New Patient appointments
Perform a needs analysis by listening to prospective patient’s health needs and asking probing questions to best advise how we can assist them
Responsible for the new patient registration process through the utilization of the most up-to-date resource tools and new patient workflows to ensure accurate patient registration
Collaborate with Primary Care and Specialty Care Teams in advising how best to meet prospective patient’s needs to be seen
Seek sufficient information to track prospective patient information in the CRM and update the CRM and EMR systems for all patient interactions
Report accurate outcome of calls through wrap up codes to determine the success of our various marketing campaigns and business decisions of future campaigns
Meet performance and service level goals (abandoned rate, wrap-up codes, productivity, and call quality)
Adhere to compliance and HIPPA regulations
Adhere to company policies