The Patient Service Advisor is an embedded, in-clinic growth and retention associate responsible for executing initiatives that engage patients in their care, ensure an exceptional experience, and drive growth and retention goals. Serving as a trusted resource for patients, the Patient Service Advisor educates individuals on available services, supports them through care transitions, and guides them through a personalized care journey. This role works closely with clinic staff and internal stakeholders to implement best-practice strategies, monitor performance metrics, and identify opportunities for improvement. Through both in-person and telephonic outreach, the Patient Service Advisor plays a key role in the success of growth and retention strategies and the achievement of associated metrics within the center.
Please note: Travel will be required within the CC Market from center to center as assigned daily. The Patient Service Advisor will divide their time between two clinics – Central Corpus and Portland.
Responsibilities
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 AEP/OEP/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 a 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.
Leverage dashboards to provide regular updates on progress and performance of programs, highlighting areas for improvement and proposing solutions to enhance outcomes.
Required Qualifications
High School diploma or equivalent
2+ years of experience in a healthcare setting or related business experience
Bilingual English/Spanish
Travel is required within the CC Market from center to center
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
Compassionate approach with strong interpersonal and communication skills.
Ability to work collaboratively within a multidisciplinary team.
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
Use your skills to make an impact
Alert
Humana values personal identity protection. Please be aware that applicants may be asked to provide their Social Security Number, if it is not already on file. When required, an email will be sent from Humana@myworkday.com with instructions on how to add the information into your official application on Humana’s secure website.
Interview Format – HireVue
As part of our hiring process for this opportunity, we will be using an interviewing technology called HireVue to enhance our hiring and decision-making ability. HireVue allows us to quickly connect and gain valuable information from you pertaining to your relevant skills and experience at a time that is best for your schedule.
Benefits
Humana 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 security—both today and in the future, including:
Health benefits effective day 1
Paid time off, holidays, volunteer time and jury duty pay
Recognition pay
401(k) retirement savings plan with employer match
Tuition assistance
Scholarships for eligible dependents
Parental and caregiver leave
Employee charity matching program
Network Resource Groups (NRGs)
Career development opportunities
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Attachments
Scheduled Weekly Hours
40Pay Range
The compensation range below reflects a good faith estimate of starting base pay for full time (40 hours per week) employment at the time of posting. The pay range may be higher or lower based on geographic location and individual pay will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.
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 Us
About Conviva Senior Primary Care: Conviva Senior Primary Care provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. As part of CenterWell Senior Primary Care, Conviva’s innovative, value-based approach means each patient gets the best care, when needed most, and for the lowest cost. We go beyond physical health – addressing the social, emotional, behavioral and financial needs that can impact our patients' well-being.About CenterWell, a Humana company: CenterWell creates experiences that put patients at the center. As the nation’s largest provider of senior-focused primary care, one of the largest providers of home health services, and fourth largest pharmacy benefit manager, CenterWell is focused on whole-person health by addressing the physical, emotional and social wellness of our patients. As part of Humana Inc. (NYSE: HUM), CenterWell offers stability, industry-leading benefits, and opportunities to grow yourself and your career. We proudly employ more than 30,000 clinicians who are committed to putting health first – for our teammates, patients, communities and company. By providing flexible scheduling options, clinical certifications, leadership development programs and career coaching, we allow employees to invest in their personal and professional well-being, all from day one.
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. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.