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 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.

Patient Service Advisor Job Functions

• 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 Annual Enrollment Period (AEP) / Open Enrollment Period (OEP) Special Enrollment Period (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 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.

Use Your Skills to Make an Impact

Additional Information

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
• 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
• Bilingual English/Spanish

Preferred Qualifications

• 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

Working hours: Monday to Friday 8a.m. to 5p.m. Eastern Standard Time

This role is considered patient facing and is part of Humana's Tuberculosis (TB) screening program. If selected for this role, you will be required to be screened for TB.

In addition to being a great place to work, CenterWell Senior Primary Care also offers industry leading benefits for all employees, starting your FIRST day of employment. Benefits include:

• Medical Benefits
• Dental Benefits
• Vision Benefits
• Health Savings Accounts
• Flex Spending Accounts
• Life Insurance
• 401(k)
• 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

Humana and its subsidiaries value personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file. When required, an email will be sent from View email address on click.appcast.io with instructions to add the information into the application at Humana's secure website.

Interview Format: To enhance our hiring and decision-making ability. Modern Hire Text allows us to quickly connect and gain valuable information for you pertaining to your relevant skills and experience at a time that is best for your schedule. If you are selected for a first round interview, you will receive an email correspondence inviting you to participate in a Modern Hire text interview. In this interview, you will read to a set of interview questions and you will provide text responses to each question. You should anticipate this interview to take about 15 minutes. Your text interview will be reviewed and you will subsequently be informed if you will be moving forward to next round of interviews.

Language Proficiency Testing: Bilingual English/Spanish. Must be able to speak, read and write in both languages without limitations or assistance. See Additional Information on testing. Any Humana associate who speaks with a member in a language other than English must take a language proficiency assessment, provided by an outside vendor, to ensure competency. Applicants will be required to take the Interagency Language Rating (ILR) test as provided by the Federal Government.

Scheduled Weekly Hours 40

Pay Range $48,900 - $66,200 per year

This job is eligible for a bonus incentive plan. This incentive opportunity is based upon company and/or individual performance.

Description of Benefits Humana, Inc. and its affiliated subsidiaries (collectively, "Humana") offers competitive benefits that support whole-person well-being. Associate benefits are designed to encourage personal wellness and smart healthcare decisions for you and your family while also knowing your life extends outside of work. Among our benefits, Humana provides medical, dental and vision benefits, 401(k) retirement savings plan, time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave), short-term and long-term disability, life insurance and many other opportunities.

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.

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. It is also the policy of Humana to take affirmative action, in compliance with Section 503 of the Rehabilitation Act and VEVRAA, to employ and to advance in employment individuals with disability or protected veteran status, and to base all employment decisions only on valid job requirements.