Patient Care Advocate & Growth Manager

InnovaCare Health•St. Petersburg, FL

15d

About The Position

The Patient Care Advocate & Growth Manager is responsible for leading and executing patient retention and engagement strategies within the assigned market and MSO, and patient growth. While this role operates at a manager level and reports directly to senior leadership, it will have a dual function as the Patient Care Advocate, providing hands-on patient engagement, advocacy, and Wellness Center support, and congruently growing the MSO portion of the business in the Tampa market, in both the provider and patient aspects. This position combines strategic oversight with direct execution to ensure patients experience seamless access, education, and support throughout their healthcare journey. On the PCA side, the focus is to drive patient retention, loyalty, and experience outcomes through direct patient interaction, Wellness Center programming, and service recovery efforts. On the growth side, and within the assigned market, this role supports market strategic growth efforts through community outreach and partnership engagement aligned to retention and engagement objectives. The Manager also serves as a market-level community representative for InnovaCare and Waters Medical, strengthening relationships that support patient access, participation, and continuity of care.

Requirements

High School Diploma required; Bachelor’s degree preferred.
Minimum of three (3) years of experience in healthcare, patient advocacy, community engagement, insurance, sales, counseling, or related fields.
Demonstrated experience supporting patient engagement, retention, and service recovery.
Strong knowledge of the healthcare system, insurance processes, and patient access pathways.
Bilingual Vietnamese/English
Valid driver’s license and reliable transportation.
Strong organizational, communication, and interpersonal skills.
High level of empathy, professionalism, and cultural sensitivity.
Ability to work independently, prioritize workload, and adapt to changing needs.
Ability to prepare and maintain accurate documentation, records, and reports.
Computer proficiency required.
Commitment to ethical, legal, and confidentiality standards.

Responsibilities

Lead and execute Patient Care Advocate and Wellness Center engagement strategies across the assigned market with focus on patient retention, loyalty, and experience outcomes.
Serve as the primary Patient Care Advocate within the market, providing hands-on patient engagement, advocacy, and service recovery support.
Identify and develop MSO opportunities that increase the company’s growth efforts
Enhance market presence via events, marketing channels and grassroots presence.
Achieve quarterly growth goals
Oversee onboarding of new patients, including VIP Tours, welcome experiences, and education on clinic and Wellness Center services.
Partner closely with Clinic Administrators and care teams to ensure first-visit experiences are welcoming, coordinated, and retention-focused.
Guide patients and their families in navigating the healthcare system, including appointment scheduling, insurance education, and care coordination.
Assist patients in removing social, financial, cultural, linguistic, and medical barriers to care.
Ensure patients understand their insurance coverage, including Medicare, Medicare Advantage, and InnovaCare service differentiators.
Support service recovery by documenting patient complaints, coordinating resolution efforts, and ensuring timely follow-up.
Lead retention initiatives within the market, including outreach to disengaged or disenrolled patients, survey campaigns, feedback analysis, and service recovery actions.
Support organizational efforts to strengthen patient experience, reputation, and loyalty across all engagement touchpoints.
Plan, coordinate, and execute Wellness Center activities designed to increase patient engagement, education, access, and social integration.
Promote Wellness Center events and initiatives in collaboration with Marketing, following established brand and communication guidelines.
Track attendance, participation trends, and engagement outcomes for Wellness Center activities.
Identify and secure internal and community resources to enhance Wellness Center programming and patient participation.
Provide outreach and education to individual patients and groups using culturally competent and linguistically appropriate approaches.
Facilitate activities that encourage self-care, preventive behaviors, and positive health-related behavioral changes.
Maintain marketing-related item inventory for Wellness Centers and clinics, as needed.
Support strategic community outreach efforts within the assigned market that enhance patient engagement and retention.
Identify provider opportunities to increase our MSO presence in the market
Build and maintain relationships with community organizations, senior groups, and stakeholders that support Wellness Center programming and patient access.
Serve as a community representative for InnovaCare and Waters Medical at select market-based outreach events, meetings, and engagement activities.
Support membership growth initiatives aligned with retention goals, including “Refer a Friend” and community-based engagement efforts.
Operate with manager-level accountability despite having no direct reports initially, demonstrating leadership through market ownership, execution excellence, and performance outcomes.
Support senior leadership with data collection, timely data entry, reporting, and evaluation of patient engagement and retention programs.
Assist with monthly patient experience and retention performance reviews, providing insights, trends, and recommendations.
Collaborate cross-functionally with Operations, Medical Management, Growth, Marketing, and Clinic teams to ensure alignment and execution within the market.
Responsibilities may vary depending on market needs.
Responsibilities can vary depending on market needs.