Patient Relations Specialist

Job Description

Job Description

Job Summary:

The intent of this job description is to provide a summary of the major duties and responsibilities performed in this job. Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.

The Patient Relations Specialist plays a pivotal role in the daily operations of our Patient Relations team, focusing on Patient Growth. This involves reaching out to potential senior patients, providing a warm welcome, and assisting them in connecting with their insurance to help enroll as patients. Additionally, the role encompasses addressing and resolving minor issues for existing patients through problem-solving calls, while escalating more significant matters through the proper channels.

In addition to these responsibilities, the role involves proactive outreach to potential leads, diligent follow-up, coordination of patient email campaigns, active participation in hosting In-Person Senior Events, and undertaking other assigned duties. This multifaceted position is crucial in ensuring a positive and seamless experience for our patients while contributing to the overall success of our healthcare services.

Essential Job Duties: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Responsible for overseeing lead management, ensuring adherence to lead nurturing policies, and actively participating in the development of lead policies and procedures.
• Demonstrate strong multitasking skills by effectively managing multiple priorities and deadlines, while maintaining flexibility to adapt to new challenges and dynamic business needs as they arise.
• Manage and maintain workflow within CRM/Marketing Management tools, serving as the primary point of contact for CRM support.
• Assist in planning, organizing, and hosting events, ensuring smooth execution and positive experiences for attendees. Comfortable with public speaking to engage audiences and represent the organization effectively when required.
• Take charge of the prioritized outreach list in CRM, tracking leads, inquiries, and patient acquisitions. Regularly process CRM data, generating reports on lead, switch, and attribution data for marketing leadership.
• Conduct audits of lead sources for accuracy and collaborate on strategic initiatives with front office staff and care teams to raise awareness of PR services. This role involves a comprehensive approach to lead management, ensuring smooth operations and strategic alignment with organizational goals.

Required education and experience: The requirements listed below are representative of the knowledge, skills, and/or ability required.

Minimum Education required:

• High school diploma or equivalent.

Minimum Experience Required:

• 1 year of customer service experience. 

Minimum Knowledge and Skills Required:

• Excellent verbal and written communication skills. 
• Excellent interpersonal and customer service skills. 
• Excellent organizational skills and attention to detail. 
• Excellent time management skills with a proven ability to meet deadlines. 
• Strong analytical and problem-solving skills. 
• Strong supervisory and leadership skills. 
• Ability to prioritize tasks and to delegate them when appropriate. 
• Ability to function well in a fast-paced environment. 
• Proficient with Office 365 or related software (Intermediate). 

Travel: 5%

Work Authorization : Must be authorized to work in the United States.