Patient Service Advisor

Patient Service Advisor Become a part of our caring community The Patient Service Advisor is an embedded growth and retention associate responsible for executing initiatives that engage patients in their care, ensure an exceptional experience, and drive growth and retention goals. In this role, the advertiser serves as a trusted resource, educating patients on services, supporting them through transitions, and providing a personalized care journey. The position plays a key role in the success of growth and retention strategies and the performance of associated metrics. We are looking for compassionate individuals with strong communication skills and a proven ability to deliver excellent customer service, enhance consumer engagement, and foster growth. Responsibilities Oversee the implementation of growth and retention initiatives within the center and work closely with staff to ensure tactics align with best practices. Develop familiarity with patients to build trust and a sense of personalization in their care, enhancing their experience. Support the new patient welcome experience by assisting with registration, conducting welcome tours, and providing comprehensive introduction to the model of care. Assist patients in navigating services within the health system and educate them about available resources, benefits, and events. Conduct 30/60/90‑day follow‑up outreach after the first appointment and subsequent regular touchpoints using a mix of communication channels, ensuring patients have what they need to stay engaged in care. Support a variety of growth and retention initiatives through targeted in‑clinic engagement and telephonic outreach, including new member onboarding, provider attribution, attrition mitigation during transitions, and Annual Enrollment Period (AEP), Open Enrollment Period (OEP), and Special Enrollment Period (SEP) activities. Coordinate with center staff to ensure completion of initiative activities such as patient form fill, administration of screeners, warm handoffs, and material hand‑outs. 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 the communication loop, partnering with cross‑functional teams to find solutions to concerns and respond to patients in a timely manner. Document patient interactions clearly and consistently within EMR and CRM systems to ensure communication of key information to center staff. Partner with internal stakeholders, such as Broker Managers and Community Engagement Professionals, to increase awareness of services to prospective patients and support growth. Stay informed about local trends and community dynamics to effectively advocate for the center during strategy development. Drive clinic performance and maintain a clear understanding of key growth and retention metrics, including patient engagement, patient retention, membership growth, and campaign KPIs. Ensure the role is patient facing and is part of Humana’s Tuberculosis (TB) screening program; selected candidates will be required to be screened for TB. Required Qualifications 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. 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; travel may be required depending on market. Bilingual English/Spanish. Preferred Qualifications Bachelor’s degree in business or related field or comparable experience. Experience working with a senior population. Knowledge of managed care and Medicare. Experience using a Customer Relationship Management (CRM) tool (e.g., Salesforce). Experience conducting telephonic outreach to engage patients or consumers. Working Hours Monday to Friday 8 a.m. to 5 p.m. Eastern Standard Time. Pay Range $48,900 – $66,200 per year. This position is eligible for a bonus incentive plan based on company and/or individual performance. Benefits Medical Benefits Dental Benefits Vision Benefits Health Savings Accounts Flex Spending Accounts Life Insurance 401(k) plan PTO, including 8 paid holidays, one personal holiday, one day of volunteer time off, 18 days of annual PTO, parental leave, caregiving leave, and weekly well‑being time. Equal Opportunity Employer It is the policy of Humana not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status. Humana also takes affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and advance individuals with disability or protected veteran status, basing all employment decisions only on valid job requirements. 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. The integrated care teams—physicians, nurses, behavioral health specialists, and others—spend up to 50 percent more time with patients, delivering compassionate, personalized care that results in better health outcomes. About CenterWell, a Humana Company CenterWell is a leading healthcare services business focused on creating integrated and differentiated experiences that put patients at the center of everything we do, delivering accessible, comprehensive, and personalized care. 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 dedicated to whole health and addressing the physical, emotional, and social wellness of patients. #J-18808-Ljbffr CenterWell Senior Primary Care