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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.

**Location** : **CenterWell™** Senior Primary Care office address(es):

Englewood Park 737 S. Semoran Blvd; Orlando, FL 32807

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 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.

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

Patient Service Advisor Working hours** **:

Monday to Friday 8AM - 5PM

Scheduled 40 hours per week

Note: Mileage is reimbursed for travel between clinics.

** PLEASE MAKE SURE YOU ATTACH YOUR RESUME TO YOUR APPLICATION (PDF or Word format) **

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 [email protected] 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.

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.

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:

Blue Cross and Blue Shield 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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Scheduled Weekly Hours

40

Pay 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.

$48,900 - $66,200 per year

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 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 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.

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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.

Centerwell, a wholly owned subsidiary of Humana, complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our full accessibility rights information and language options https://www.partnersinprimarycare.com/accessibility-resources