Patient Service Advisor

CenterWell • Corpus Christi, TX

9d • Onsite

About The Position

Become a part of our caring community and help us put health first 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.

Requirements

• 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.

Nice To Haves

• 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)
• Experience conducting telephonic outreach to engage patients or consumers

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.

Benefits

• Health benefits effective day 1
• Paid time off, holidays, volunteer time and jury duty pay
• Recognition pay
• 401(k) retirement savings plan with employer match
• Tuition assistance
• Scholarships for eligible dependents
• Parental and caregiver leave
• Employee charity matching program
• Network Resource Groups (NRGs)
• Career development opportunities
• medical, dental and vision benefits
• 401(k) retirement savings plan
• time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
• short-term and long-term disability
• life insurance and many other opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED