New Patient Advisor

CenterWell Senior Primary Care•The Villages, FL

19h•Onsite

About The Position

The Villages Health is a patient-centered primary care driven, community-based healthcare model. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Villages Health is creating America’s Healthiest Hometown. To help support The Villages Health growth strategies, a New Patient Advisor is the first point of contact for prospective patients seeking to become a new patient of either our Primary Care and/or Specialty Care. How we answer the phone, make a quick connection with prospective patients, and advise about services we provide as part of our care model, is all a reflection of our core values and care model. Being a part of the Sales & Marketing Team, the New Patient Advisor role 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 appointment for both our primary and specialty care providers. Be a champion for The Villages Health brand, care model, care centers, services, clinicians, and new patient experience. Represent our core values of service, quality, stewardship, innovation, passion and teamwork to new patients and co-workers. Provide superior service, support, and care to 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 in order 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 The Villages Health policies. Responsible for use of multiple software programs (CRM, Athena, Radix, Counsel Ear, etc.). Other duties as assigned.

Requirements

High school diploma
1+ years Customer/Patient Service Experience
Healthcare industry experience a plus
Experience in a medical office, sales and/or a call center
Experience using call center, EMR and CRM software
Passion for providing superior patient service and in growing our patient panel
Knowledge of health care field and medical terminology.
Knowledge or experience in dealing with insurances.
Knowledge of legal and ethical considerations related to patient information.
Knowledge of customer/patient service principles, applications, and conflict resolution.
Skill in diffusing tense situations through diplomatic problem-solving.
Skill in using computer, phone, EMR and CRM programs.
Ability to communicate effectively with patients and staff via phone, in person and through email.
Ability to apply investigative and research skills in understanding patient situations to best assist them.
Ability to quickly communicate our care model and overcome objections prospective patients may have.
Ability to establish relationships with a wide variety of people over the phone and in person.
Ability to multi-task and work in a fast-paced environment.
Ability to meet and/or exceed customer/patient service expectations

Nice To Haves

Associates degree preferred

Responsibilities

Manage inbound calls directed through various marketing campaigns.
Make outbound calls to new prospective patients.
Manage follow-up calls on leads.
Responsible for the new patient registration process, including insurance verification and scheduling of new patient tours and/or booking new patient appointments for both primary and specialty care providers.
Be a champion for The Villages Health brand, care model, care centers, services, clinicians, and new patient experience.
Represent core values of service, quality, stewardship, innovation, passion and teamwork to new patients and co-workers.
Provide superior service, support, and care to prospective patients with a friendly, engaged, and positive attitude.
Support the growth of Primary Care, Medicare Advantage patient panel through scheduling New Patient Tours for prospective patients with New Patient Specialists.
Support 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 in order to determine the success of 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 The Villages Health policies.
Responsible for use of multiple software programs (CRM, Athena, Radix, Counsel Ear, etc.).
Other duties as assigned.