Patient Retention Specialist: Description

Distinguishing characteristics of work

Patient Retention Specialist primary focus is to retain active members and reinstate in active members, while providing a position patient/member experience. The Patient Retention Specialist responsibility will be to spend their day answering inbound calls from patients wishing to cancel their service. The patient’s concerns will be heard, and positive actions will be taken by the Patient Retention Specialist to resolve the issue, with the goal being to retain the patient. When inbound calls are not active, outbound calls are being placed to previous patients inquiring if they would like to return.

Example of Duties

• The Retention Specialist’s primary focus is to bring everyone on the same page with a final motive of retaining active patients, reinstating inactive patients, and ensuring a positive patient member experience.
• Actively in contact with all patients, proactively seeking to increase the patient’s satisfaction with UniVida Medical Centers.
• Handling patient concerns and escalating issues as needed, ensuring all efforts are made to retain existing patients.
• Is accountable for achieving retention targets in their assigned medical centers.
• Designs profiles for each patient that enables all associates, across the continuum of care, to increase the number of positive engagements.
• Develop new strategies for customer retention activities.
• Makes recommendations based on data and observances regarding retention improvements.
• The incumbent fosters a patient- and family-centered approach to identifying and addressing concerns.
• Conducts patient satisfaction calls and acts as patient 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 patient satisfaction.
• Contributes with ideas for process or efficiency improvements.
• Reports errors, omissions, and incidents to the Supervisor of Patient Retention through documented reports.
• Welcome and educate new patients on all UniVida Medical Centers care services.
• Obtain new member referrals from new or existing patients.
• Analyze patient opinions and develop new techniques to ensure retention.
• Identifies and presents trends that might be addressed to improve quality and patient experience.
• Maintaining a consistently positive attitude and patient first approach to deliver excellent service to all patients.
• Maintaining current knowledge of products and services offered.
• Perform other assigned duties as needed.

Desirable knowledge, abilities and skills

• Ability to establish and maintain effective working relationships with the patient and health care team.
• Ability to prioritize and multi-task · Ability to work independently and take initiative
• Ability to work in a face paced always changing environment
• Establishes and maintains effective working environment
• Ability to use a computer and electronic medical record.
• Ability to pay attention to the minute details of a project or task.
• Ability to adapt easily to changing conditions and work responsibilities.
• Ability to complete assigned tasks under stressful situations.
• Excellent communication skills, both verbal and written.
• Excellent people skills. Ability to meet patients and others needs while following medical centers policies and procedures.
• Maintain patient, team member and employer confidentiality. Comply with all HIPAA regulations.

Minimum training and experience

• High School Diploma or GED required · Associate degree or higher preferred
• 3+ years in patient experience or customer service
• Proficient computer skills such as: Excel, Microsoft, software applications and ability to type quickly and accurately.
• Proficient in both English and Spanish

To apply for the Patient Retention Specialist position, please fill out the following form: