Patient Retention Coordinator (Bilingual)

General Summary: The Patient Retention Coordinator will be responsible for increasing patient loyalty and enhancing overall patient retention efforts with a focus on reducing patient dis-enrollments. These efforts will include calling patients who have disenrolled to determine reasons for their departure, as well as retention efforts to bring them back to Gonzaba Medical Group (GMG). This role will also identify negative disenrollment trends and report them to leadership for resolution. The Patient Retention Coordinator will work collaboratively across departments to carry out the patient retention strategy and resolve all service issue complaints.
    
Supervisory Responsibilities: This position has no supervisory responsibilities.

General Requirements: All duties performed will be done accurately and in a timely manner. 

1.    Bilingual (English/ Spanish) fluency preferred. 
2.    Supports other departments, initiatives, and projects across the organization by supplying any needed patient disenrollment data.
3.    Identify opportunities to optimize company systems and processes that will enhance retention efforts and/or patient satisfaction.
4.    Will work collaboratively across departments to carry out the patient retention strategy and resolve all service issue complaints. 
5.    Participates in select committees and workgroups as needed to report on disenrollment data and trends.
6.    Comprehensive knowledge of healthcare regulations, HIPAA compliance, and patient data confidentiality.
7.    Participates in educational programs as needed. 
8.     Other duties as assigned.
9.    Commitment to maintaining patient confidentiality and adhering to HIPAA guidelines.
    
Essential Job Responsibilities:    
1.    Contact all patients who disenroll from a Managed Care plan to collect feedback and identify key reasons that contributed to their departure from GMG. 
2.    Retain current patients, as well as “save” patients who have disenrolled from GMG’s managed care plans, utilizing effective communication strategies outlining GMG’s unique model of care.
3.    Log reasons, issues, complaints related to patient dis-enrollments in Salesforce, a Customer Relationship Management (CRM) database.  
4.    Regularly review patient feedback to identify opportunities that can positively impact the patient experience while also building patient loyalty and trust.
5.    Verify patient insurance eligibility using online insurance provider portals and other online verification systems.
6.    Send disenrollment notification letters to all patients who cannot be contacted through standard outreach methods.

Work Environment: Depending upon the area assigned, maybe 100% clinical setting, office setting in a clinical environment, or outdoors.  Exposure to communicable diseases, bodily fluids, toxic substances, ionizing radiation, medicinal preparations, and other conditions common to a clinic environment. 
    
Mental / Physical Requirements: Requires manual dexterity, sitting, standing, stooping, reaching, kneeling, crouching, bending, walking, lifting up to 10 lbs. Close vision and ability to adjust focus. Must be able to work efficiently under moderate pressure or time constraints.
    
Additional Information: Gonzaba Medical Group is seeking team members who contribute as A-Players, demonstrate a strong work ethic, are committed to our culture and core values.
    
Other Duties As Assigned: The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Team members will follow any other instructions, and perform any other related duties, as assigned by their supervisor.  Responsibilities, knowledge, skills, abilities, and work environments may change as needs evolve.
 

Education and Training: Minimum high school education or equivalent required. Bachelor’s degree in healthcare administration, a related field, or equivalent work experience preferred. 

Experience: 1 year experience in patient retention, customer relations, or a related role within the healthcare industry, preferably in a managed care setting.
    
Other Requirements: Computer Skills: Skilled in use of computer/EMR systems. Knowledge of Word processing software, spreadsheet software, Internet, and database software.