Specialist, Patient Retention

It's rewarding to be on a team of people that truly believe in making an impact! We are committed to building the best primary care environment for patients and are seeking healthcare enthusiasts to join us. Job Summary This position?s primary focus is to retain active members and reinstate inactive members, while providing a positive patient experience. Duties & Responsibilities Essential Duties & Responsibilities Resolves members inquiries and complaints fairly and effectively according to the processes and procedures. Develop new strategies for customer retention activities. Respond to patient inquiries and resolve service complaints in a timely manner, collecting related data Conducts member satisfaction calls and acts as member advocate to resolve questions or concerns. Establishes effective working rapport with medical centers personnel (providers and administrative staff). Responds to questions, resolves issues and/or forwards to appropriate personnel in a timely manner to ensure member, referral, and employee satisfaction. Works extensively with eCw EMR system to further investigate member services, documents, patient surveys. Contributes with ideas for process or efficiency improvements to the Manager of Member Retention. Communicates with patients to ensure questions and concerns area processed in a timely manner and effectively communicates with medical centers and corporate associates. Provides adequate notes and documentation within platform to ensure patient satisfaction. Demonstrates adherence to all company, state, and federal policies, laws, and regulations including HIPAA. Conducts telephone conversations in a polite manner and ensures accurate information is exchanged and member is satisfied. Reports errors, omissions, and incidents to the Supervisor of Patient Retention through documented reports. Analyze patient opinions and develop new techniques to ensure retention Explain to patients about the new benefits Welcome and educate new patients on all the Cano Health integrated care services Assist and care for new member for the first 3 months in order to avoid disenrollment Obtain new member referrals from new or existing members Additional Duties & Responsibilities Other duties as assigned by manager. Supervisory Responsibilities No supervisory responsibilities. Education & Experience Minimum of 1-2 years of experience in a Call Center environment with a focus in patient service High School Diploma preferred. Excellent client or customer service skills to successfully assist and interact with customers, members, and associates Strong problem-solving and conflict resolution skills Must have strong written and verbal communication skill. Knowledge, Skills & Proficiencies Must be fluent in English and Spanish Skill in operating phones, personal computer, software and other IT systems. Skill in oral communication Ability to communicate with employees, patients and other individuals in a professional and courteous manner. Ability to pay close attention to detail and to ensure accuracy of reports and data. Job Requirements Physical Requirements This position requires Travel approximately 30% of the time to several markets within Florida. Travel Requirements Travel Required Amount of Expected Travel Details This position works under a dynamic movement condition. The employee is required to work at a personal computer and out in the community for extended periods of time. Must be able to stand, sit, walk and occasionally climb. The incumbent must be able to work extended and flexible hours and weekends as needed. Physical demands include ability to lift up to 50 lbs. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Tools & Equipment Used Computer and peripherals, standard and customized software applications and tools, and usual office equipment. Disclaimer The duties and responsibilities described above are designed to indicate the general nature and level of work performed by associates within this classification. It is not designed to contain, or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time. Cano Health is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law. Join our team that is making a difference! Please see Cano Health?s Notice of E-Verify Participation and the Right to Work post here Together, we have the opportunity to serve and grow with purpose. Find your team and begin your journey of transforming healthcare! Let us know you?re interested in a future opportunity by clicking ?Get Started? below. For more updates and engagement, create an account by clicking ?Sign In? above.

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