Scheduling Analyst, Patient Retention & Recovery Hybrid & Occasional Onsite Need to Live in NY or NJ

HarmonyCares•New York, NY

13h•$66,248 - $72,654•Hybrid

About The Position

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model. Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care. Our Shared Vision – Every patient deserves access to quality healthcare. Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other. The Scheduling Analyst, Patient Retention & Recovery is a critical role within HarmonyCares Medical Group, responsible for working closely with Market Operations to grow patient census, reduce patient churn, recover inactive patients, and re-engage patients at risk or not recently seen. This role also focuses on enhancing patient engagement, improving patient satisfaction, and delivering a positive patient experience through proactive outreach, scheduling optimization, mentoring, training, and collaboration with clinical and operational teams.

Requirements

Associates degree or equivalent experience
2+ years of experience in healthcare, patient services, customer service, or marketing
Demonstrated experience and strong history of delivering exceptional patient experience and satisfaction
Experience working cross-functionally with clinical, administrative, operational, and marketing/outreach teams
Proficiency in Microsoft Office Suite (Excel, Outlook, PowerPoint)
Strong data-entry skills with the ability to navigate multiple systems
Ability to adapt to new systems, processes, and guidelines
Excellent phone etiquette with an engaging and professional demeanor
Ability to multitask and manage competing priorities
Strong analytical and critical-thinking skills
Exceptional verbal and written communication skills

Nice To Haves

Bachelor’s degree
Scheduling, logistics, healthcare operations, patient engagement, retention, outreach, or healthcare marketing experience
Working knowledge of medical terminology and healthcare workflows

Responsibilities

Scheduling optimization and census management
Assist in day-to-day market scheduling as directed by market operations leader
Conduct daily outreach efforts via phone, mailing campaigns and in person interventions to reschedule, retain and recover patients that have been lost in follow-up or at risk
Design, implement, and conduct new and innovative patient retention, recovery, engagement, and outreach strategies for those patients who are at risk, without a scheduled visit and refusing HC services in effort to increase patient retention
Analyze patients at risk and those refusing services using data analysis and action planning for retention and census growth leading to increased patients scheduled and reduced at risk patients
Analyze data on daily basis to monitor trends and decrease patient loss through interventions with clinical and operational leadership
Conduct needs assessment of market interventions required to enhance patient experience and patient retention and conduct training and individual mentorship for all team members in positive patient retention strategies and overcoming patient objections
Mentor, train, and coach for patient retention and patient-focused communication
Manage complex, real-time operational challenges related to scheduling and patient retention