New Patient Specialist Supervisor

The Villages, FL

Full Time

Admin| 6503 Powell Road, The Villages, FL, 32163

Experienced

About The Villages Health
The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 800 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, March 20^th from 9:30 AM to 1:30 PM at The Villages Health Administrative Office (6503 Powell Road, The Villages, FL 32163) – RSVP’s are encouraged through Eventbrite at https://bit.ly/4q8TiI8

Responsibilities:
The New Patient Specialist (NPS) Supervisor plays a critical leadership role within the Sales and Marketing Department. This position is responsible for supervising and supporting the New Patient Specialist team, ensuring operational excellence in the acquisition, onboarding, and retention of new patients across The Villages Health /CenterWell primary care centers.

The NPS Supervisor provides coaching, training, and performance management to the NPS team while collaborating closely with Sales, Marketing, Community Outreach, and Call Center teams to support growth initiatives. This role ensures the team delivers a high-quality concierge experience to prospective patients while meeting organizational growth goals, particularly among Medicare Advantage (MA) eligible populations. The NPS Supervisor also supports lead generation initiatives, monitors performance metrics, and helps develop strategies that improve patient acquisition, conversion, and retention.

This position typically works 40 hours per week, with occasional evenings or weekends required during key enrollment periods including:

Annual Enrollment Period (AEP): October – December
Open Enrollment Period (OEP): January – March
Special Enrollment Period (SEP): April – October The NPS Supervisor may also provide coverage for New Patient Specialists when needed and assist with reporting, administrative tasks, and operational coordination.

Essential Duties and Responsibilities:
Duties and Responsibilities may include, but are not limited to:

Leadership and Team Management

Supervise, coach, and support the New Patient Specialist team to ensure alignment with organizational growth and service goals.
Conduct regular one-on-one meetings, performance evaluations, and coaching sessions with team members.
Provide onboarding and ongoing training for New Patient Specialists.
Monitor individual and team performance metrics and provide strategic guidance to improve results.
Develop and implement strategies with the Director-Growth and Retention to enhance patient acquisition and retention.

Growth and Lead Management

Oversee the follow-up and conversion of warm leads generated through marketing, community outreach, call center activity, and walk-in inquiries.
Ensure leads are properly documented, tracked, and followed through within the CRM system (Salesforce).
Identify opportunities to improve lead generation, patient engagement, and conversion rates.
Support initiatives that strengthen relationships with insurance agents and referral sources.

Community Engagement and Business Development

Represent The Villages Health/CenterWell at community events, marketing events, and outreach initiatives to attract new patients.
Participate in outreach initiatives such as the Lifestyle Expo and other community engagement events.
Build and maintain strong relationships with insurance agents and strategic partners to support patient growth.

Patient Experience and Sales Support

Guide prospective patients through the new patient journey, including education about the care model, accepted insurance plans, and enrollment process.
Support patients with scheduling tours, selecting providers, and booking new patient appointments.
Ensure a concierge-level patient experience consistent with The Villages Health brand and service standards.
Verify insurance eligibility through available internal resources.

Retention and Data Management

Monitor patient reports and retention metrics.
Follow up with patients who have terminated services and document reasons for termination.
Support retention strategies including outreach and patient re-engagement efforts.
Track patient interactions and outcomes within Salesforce CRM and other reporting tools.

Enrollment Strategy Support

Identify patients eligible for Medicare Initial Enrollment Periods (IEP) and conduct proactive outreach to support successful transitions.
Support sales and enrollment initiatives during AEP, OEP, and SEP campaigns.

Reporting and Administrative Responsibilities

Prepare and deliver reports to the Director-Growth and Retention related to performance, growth metrics, and team productivity.
Monitor patient lists and reconcile data between internal systems when necessary.
Assist with operational coordination between departments to support patient growth initiatives.

Compliance

Maintain compliance with HIPAA regulations and organizational policies related to patient information.
Adhere to all applicable healthcare compliance standards.

Additional Responsibilities

Support colleagues and collaborate across departments as needed.
Participate in meetings, training sessions, and special projects.
Perform other duties as assigned to support organizational growth initiatives

Education/Experience Requirements:

High School Diploma or equivalent required
Associate degree preferred
Minimum 3 years of sales, healthcare operations, or related experience
Experience in healthcare, primary care, or medical office settings preferred
Experience with Salesforce or other CRM systems preferred
Knowledge of Medicare and Medicare Advantage plans preferred
Demonstrated passion for patient service and community engagement
Proven ability to meet performance and growth goals

Knowledge/Skills/Abilities

Knowledge of healthcare systems, particularly Medicare and Medicare Advantage
Understanding of HIPAA regulations and patient privacy standards
Strong customer service and conflict resolution skills
Strong organizational and data tracking abilities
Proficiency in Microsoft Office (Excel, Word, Outlook)
Ability to effectively present information in one-on-one and group settings
Excellent interpersonal and relationship-building skills
Ability to guide prospective patients through complex healthcare decisions
Ability to track leads, activities, and outcomes within CRM systems
Ability to meet or exceed patient acquisition and service goals

Supervisory Responsibilities

Management of New Patient Specialists and other staff as assigned.

Physical Demands

While performing the duties of this job, the employee is regularly required to sit, use hands and fingers, handle, or feel; reach with hands and arms; and talk or hear.
The employee frequently is required to walk and stand for extensive periods of time.
The employee is occasionally required to stand; climb or balance; and stoop, kneel, crouch, or crawl.
The employee must frequently lift and/or move up to 25 pounds.
The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Extended use of computer systems and telephones.
Occasional lifting and transporting of materials for community events.
Ability to set up event materials such as tables, tents, and marketing displays

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Office work environment using standard office equipment including computers, fax machines, copiers, printers, telephones, calculators, etc.
Low to moderate noise level

Education/Experience Requirements: Salary is commensurate with experience.

Questions? Contact us at [email protected]

Note: A background screening will be required for candidates hired. For more information about the Background Screening Clearinghouse managed by the Agency for Health Care Administration (AHCA), go to https://info.flclearinghouse.com.

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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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