Become a part of our caring community and help us put health first

　　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.

　　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.

　　Use your skills to make an impact

　　Required Qualifications

　　High School Diploma or equivalent

　　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

　　Must be 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

　　Additional Information

　　Working hours : Monday to Friday 8AM-5PM

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

　　According to Humana's COVID-19 policy, vaccination and masking is required regardless of vaccination status (with exception for eating and drinking) for associates working in a clinical setting where patients receive care (e.g., pharmacy retail locations, clinics, home care). The policy only requires the primary series alone (first and second vaccine). Boosters are encouraged, but not required. Associates have the option to request an accommodation for medical, religious, or other personal needs.

　　Social Security

　　Conviva, a subsidiary of Humana, values 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 [email protected] with instructions to add the information into the application at Humana's secure website.

　　Interview Format: MODERN HIRE

　　As part of our hiring process, we will be using an exciting interviewing technology provided by Modern Hire, a third-party vendor. This technology provides our team of recruiters and hiring managers an enhanced method for decision-making.

　　If you are selected to move forward from your application prescreen, you will receive correspondence inviting you to participate in a pre-recorded Voice Interview and/or an SMS Text Messaging interview. If participating in a pre-recorded interview, you will respond to a set of interview questions via your phone. You should anticipate this interview to take approximately 10-15 minutes.

　　If participating in a SMS Text interview, you will be asked a series of questions to which you will be using your cell phone or computer to answer the questions provided. Expect this type of interview to last anywhere from 5-10 minutes. Your recorded interview(s) via text and/or pre-recorded voice will be reviewed, and you will subsequently be informed if you will be moving forward to next round of interviews.

　　Scheduled Weekly Hours

　　40

　　About us

　　About Conviva: Conviva Care Centers provides proactive, preventive care to seniors, including wellness visits, physical exams, chronic condition management, screenings, minor injury treatment and more. As part of Humana's Primary Care Organization, which includes 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 Humana: Humana Inc. (NYSE: HUM) is committed to putting health first - for our teammates, our customers, and our company. Through our Humana insurance services, and our CenterWell healthcare services, we make it easier for the millions of people we serve to achieve their best health - delivering the care and service they need, when they need it. These efforts are leading to a better quality of life for people with Medicare, Medicaid, families, individuals, military service personnel, and communities at large.

　　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 because he or she is a protected veteran. It is also the policy of  Humana to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, 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.

　　Equal Opportunity Employer

　　It is our policy to recruit, hire, train, and promote people without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, disability, or veteran status, except where age, sex, or physical status is a bona fide occupational qualification. https://www.eeoc.gov/sites/default/files/migratedfiles/employers/eeocselfprintposter.pdf

　　If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact [email protected] for assistance.