Patient Service Advisor

Humana Inc.•Shreveport, LA

44d•Onsite

About The Position

The Patient Service Advisor is an embedded growth and retention associate responsible for executing initiatives that engage patients in their care, ensure exceptional experience, and drive growth and retention goals. In this role, he or she will become a trusted resource for patients, educating them on services, supporting them through transitions, and providing a personalized care journey. The Patient Service Advisor plays a key role in ensuring success of growth and retention strategies in the center and performance of their associated metrics. We are looking for compassionate individuals with strong communication skills and a proven ability to provide excellent customer service, enhance consumer engagement, and foster growth.

Requirements

2+ years of experience in a healthcare setting or related business experience
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.
Must be able to travel between centers in the assigned geographic area - dependent on market.

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.
Bilingual English/Spanish - dependent on market

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.