New Patient Advisor

The Villages, FL

Full Time

Specialty

Experienced

About The Villages Health

The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 700 team members. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Villages Health is creating America’s Healthiest Hometown.

Our Full-time Benefits
Medical, Dental & Vision Insurance | Matching HSA & 401k | PTO & Paid Holidays | The Villages Charter School Eligibility | & much more!

Hiring Event
Please bring your resume and join us:

Friday, December 20th from 9:30 AM to 1:30 PM at Lake Deaton Care Center (779 Kristine Way, The Villages, FL 32163) – RSVPs are encouraged through Eventbrite at https://bit.ly/3YWMqkx

Responsibilities:

The Villages Health is a patient-centered primary care driven, community-based healthcare model. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Villages Health is creating America’s Healthiest Hometown.

To help support The Villages Health growth strategies, a New Patient Advisor is the first point of contact for prospective patients seeking to become a new patient of either our Primary Care and/or Specialty Care. How we answer the phone, make a quick connection with prospective patients, and advise about services we provide as part of our care model, is all a reflection of our core values and care model.

Being a part of the Sales & Marketing Team, the New Patient Advisor role is responsible for managing inbound calls directed through various marketing campaigns, making outbound calls to new prospective patients, and managing follow-up calls on leads. This role is responsible for the new patient registration process, including insurance verification and scheduling of new patient tours and/or book new patient appointment for both our primary and specialty care providers.

Be a champion for The Villages Health brand, care model, care centers, services, clinicians, and new patient experience.
Represent our core values of service, quality, stewardship, innovation, passion and teamwork to new patients and co-workers.
Provide superior service, support, and care to prospective patients with a friendly, engaged, and positive attitude.
Responsible for supporting the growth of our Primary Care, Medicare Advantage patient panel through scheduling New Patient Tours for prospective patients with our New Patient Specialists; as well as supporting our Specialty Care growth through scheduling New Patient appointments.
Perform a needs analysis by listening to prospective patient’s health needs and asking probing questions to best advise how we can assist them.
Responsible for the new patient registration process through the utilization of the most up-to-date resource tools and new patient workflows to ensure accurate patient registration.
Collaborate with Primary Care and Specialty Care Teams in advising how best to meet prospective patient’s needs to be seen.
Seek sufficient information to track prospective patient information in the CRM and update the CRM and EMR systems for all patient interactions.
Report accurate outcome of calls through wrap up codes in order to determine the success of our various marketing campaigns and business decisions of future campaigns.
Meet performance and service level goals (abandoned rate, wrap-up codes, productivity, and call quality)
Adhere to compliance and HIPPA regulations.
Adhere to The Villages Health policies.
Responsible for use of multiple software programs (CRM, Athena, Radix, Counsel Ear, etc.).
Other duties as assigned.

Education/Experience Requirements:

High school diploma
Associates degree preferred
1+ years Customer/Patient Service Experience, healthcare industry a plus
Experience in a medical office, sales and/or a call center
Experience using call center, EMR and CRM software
Passion for providing superior patient service and in growing our patient panel
Knowledge of health care field and medical terminology.
Knowledge or experience in dealing with insurances.
Knowledge of legal and ethical considerations related to patient information.
Knowledge of customer/patient service principles, applications, and conflict resolution.
Skill in diffusing tense situations through diplomatic problem-solving.
Skill in using computer, phone, EMR and CRM programs.
Ability to communicate effectively with patients and staff via phone, in person and through email.
Ability to apply investigative and research skills in understanding patient situations to best assist them.
Ability to quickly communicate our care model and overcome objections prospective patients may have.
Ability to establish relationships with a wide variety of people over the phone and in person.
Ability to multi-task and work in a fast-paced environment.
Ability to meet and/or exceed customer/patient service expectations

Salary is commensurate with experience

Questions? Contact us at [email protected]

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SELF-ATTESTATION

I certify that I have read and understand the applicant instructions included with this application and that the answers given by me to the foregoing questions and statements made by me are complete and true to the best of my knowledge and belief.

I understand that any false information, omissions, or misrepresentations of facts called for in this application, whether on this document or not, may result in rejection of my application or discharge at any time during my employment.

I understand that The Villages Health is an equal opportunity employer and does not unlawfully discriminate in employment and this application form is intended for use in evaluating my qualifications for employment and that this application is not an offer of employment.

I further understand that if hired, my employment will be considered "at-will" and that my employment may be terminated for any reason, with or without cause or notice, at any time by me or the Company and that this application is not intended to constitute a contract of continued employment.

I hereby authorize The Villages Health to contact, obtain, and verify the accuracy contained in this application. I authorize all persons, educational institutions, corporations, companies, agencies, and references to supply any information concerning my background. This includes authorizing the release of information about non-judicial punishment that might have occurred in any branch of the military service. If an official background check of my credit and criminal history is needed, a separate Disclosure Statement and Authorization will be provided to me.

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