New Patient Specialist - Float

New Patient Specialist- Float

Become a part of our caring community as a New Patient Specialist- Float. You will be responsible for acquiring new patients and ensuring a consistent and positive new patient experience. From reaching out to existing patients who are eligible for Medicare Advantage, as well as potential new patients to help them understand our care model, to giving tours, teaching Medicare classes, and scheduling first appointments our NPSs make every new patient, specifically those over the age of 65, feel welcome and at ease.

The New Patient Specialists are expected to work a minimum of 40 hours per week, which may include evening and weekend hours on occasion to cover events and to meet with potential patients. The New Patient Specialist is expected to spend 75% of their time working with sales leads, both internally and externally, and the remaining 25% completing the sale, which includes proper documentation and tracking. The NPS will also follow up with administrative calls and generate related reports as directed by the New Patient Specialist Supervisor.

The expected time period will be during AEP (Oct-Dec), OEP (Jan-March) and SEP (April Oct). This will be achieved through MA sales and retention initiatives. The NPS will be responsible for tracking and reporting all daily, weekly, and monthly initiatives and sales results.

Location: CenterWell Senior Primary Care office address: Multiple Locations

New Patient Specialist- Float Role Overview:

• Be an expert of the organization's brand, care model and the new patient experience.
• Represent the organization at community events to attract new patients where and when needed.
• Follow up on warm leads generated by the marketing department, community outreach team members, call center, and walk-ins.
• Drive agent partner awareness of the organization's services through the effective use of marketing collateral, email, phone, and face-to-face communications; and attending industry events where applicable and assigned.
• Identify issues and opportunities and provide strategic guidance to agent partners to drive adoption and utilization of services to prospective members.
• Obtain and leverage agent partner feedback to improve the overall agent experience.
• As part of the sales and community outreach team, this position is responsible for lead generation (both potential new patients and potential new agents to sell the organization) by participating in outreach and sales events, including the Lifestyle Expo event.
• Be accountable to the sales and marketing department by developing, implementing, and measuring objectives and successes to show activities, results, and planned activities.
• Work collaboratively with marketing department and other New Patient Specialists to plan, develop, implement, and evaluate comprehensive marketing and promotional campaigns that assures optimal agent partner awareness, adoption, and loyalty.
• Proactively engage targeted groups of agent partners through various methods, including lunch & learn type of events, networking meetings, webinars, etc., to drive awareness and adoption of the organization's services.
• Meet potential new patients at our care centers, give them a tour of the facility, and explain the benefits of becoming a patient.
• Build relationships with insurance agent partners to increase sales incrementally.
• Build rapport with potential new patients and educate them about the organization's experience, accepted insurances, and new patient process.
• Answer important new patient questions and/or determine the best next steps and resources to serve their needs.
• Accurately verify insurance through various resources.
• Assist new patients in scheduling a course or tour, selecting a provider, or booking new patient appointments.
• Build relationships with insurance agents in the Health Insurance Resource Centers and follow best practices for serving new patient needs.
• Proactively look for and secure sales leads all year round, with an emphasis during key campaign periods: Annual Enrollment Period (Oct. Dec.); Open Enrollment Period (Jan. March) and Special Enrollment Period (April Oct.).
• Write and send direct mail letters and/or greeting cards to follow up with new patients and ensure a positive new patient experience.
• Track and report new patient tours, learning class attendance and encounters in a customer relationship management tool.
• Monitor patient lists, crosscheck new patient reports, reach out to termed patients, document reasons for termination and create other important metrics. Send retention letters and withdrawal letters when applicable. Use sales skills to win back patients and increase retention.
• Identify existing patients in Medicare special enrollment periods, such as our age-in population in the Initial Enrollment Period and reach out to ensure a positive transition experience.
• Provide support to other NPSs, NPAs, other colleagues and volunteer for special projects and participate in meetings.
• Other duties as assigned to support the sales and community outreach team and growth efforts.
• Adhere to compliance and HIPPA regulations.
• Report to the New Patient Specialist Supervisor
• Responsible for maintaining patient interactions on the CRM (Salesforce).

Use your skills to make an impact Additional Information Required

• High School graduate or equivalent
• 2 years sales or relevant experience
• Passion for patient service.
• High drive to achieve sales results

Preferred

• Health care industry experience
• Salesforce and/or CRM experience
• Experience in a medical office or primary care office
• Knowledge of Medicare insurance
• Associate degree

New Patient Specialist- Float Working hours: Scheduled 40 hours per week

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Benefits CenterWell offers a variety of benefits to promote the best health and well-being of our employees and their families. We design competitive and flexible packages to give our employees a sense of financial securityboth today and in the future, including: Blue Cross and Blue Shield Health benefits Dental and vision benefits Matching Health Savings Account (HSA) Life insurance and short-term & long-term disability Paid time off, holidays, and jury duty pay 401(k) retirement savings plan with employer match And much more Scheduled Weekly Hours 40 Salary is commensurate with experience. Note: A background screening will be required for candidates hired.

About Us About CenterWell Senior Primary Care: CenterWell Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. Our unique care model focuses on personalized experiences, taking time to listen, learn and address the factors that impact patient well-being. Our integrated care teams, which include physicians, nurses, behavioral health specialists and more, spend up to 50 percent more time with patients, providing compassionate, personalized care that brings better health outcomes. We go beyond physical health by also addressing other factors that can impact a patient's well-being.

About CenterWell, a Humana company: CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put our patients at the center of everything we do. The result is high-quality healthcare that is accessible, comprehensive and, most of all, personalized. As the largest provider of senior-focused primary care, a leading provider of home healthcare and a leading integrated home delivery, specialty, hospice and retail pharmacy, CenterWell is focused on whole health and addressing the physical, emotional and social wellness of our patients. CenterWell is part of Humana Inc. (NYSE: HUM). Learn more about what we offer at CenterWell.com.

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