PCNA

About the role

The Patient Continuity & Needs Advocate plays a crucial role in enhancing patient satisfaction and ensuring long-term member retention. This position collaborates closely with Membership Growth Consultants and Center Dyads to implement targeted strategies.

Responsibilities

• Sets up and maintains patient accounts, gathers and stores patient information using EMR systems, and documents patient issues and resolutions.
• Collaborates with MGCs and Center Dyads to execute activities aimed at retaining membership.
• Engages with patients in the lobby to identify referral opportunities, patient ambassadors, and service recovery needs.
• Leverages Medallia and other tools to proactively address service recovery issues and report on disenrollment trends.
• Works with brokers and agents to re-enroll members and ensures timely resolution of service recovery issues.
• Communicates with MGCs and Center Dyads to manage disenrollment and disenrolled members effectively.
• Ensures compliance with all regulatory requirements, including HIPAA.

Requirements

• High school diploma or GED equivalent required.
• Bachelor's degree preferred or additional work experience may substitute for education on a year-for-year basis.
• A minimum of 3 years of work experience required, preferably in a healthcare setting.
• Experience working with seniors is a plus.
• General understanding of Medicare Advantage is beneficial.

Qualifications

• Exceptional customer service skills and the ability to maintain these relationships with healthcare agencies, patients, providers, and colleagues.
• Flexibility, adaptability, and a self-starter mindset are essential.
• Strong business acumen and proven track record in managing relationships with seniors.
• Expertise in member attribution, eligibility, and disenrollment processes.
• Proficiency in Microsoft Office Suite products.
• Fluency in English, both spoken and written.

Skills

• Knowledge of local, state, and federal healthcare benefit services and plans.
• Ability to work independently and manage multiple tasks.
• Strong interpersonal and communication skills.
• Compliance with HIPAA regulations.

Benefits

We offer competitive compensation, comprehensive benefits, career development opportunities, and a supportive work environment. Our employees enjoy great work-life balance and growth prospects.