New Patient Specialist

New Patient Specialist

We are considered world-class with Net Promoter Scores consistently in the 90s. The New Patient Specialist (NPS) team is at the forefront of this experience, acting as educators and concierge for all new patients. The New Patient Specialist will be provided with specific weekly and monthly sales goals to meet TVH's growth targets. This is a sales position with the goal of adding new patients to primary care centers with an emphasis on Medicare Advantage (MA) eligible patients. As part of the Sales and Community Outreach team, the NPS will be responsible for lead generation by participating in outreach and sales events. The NPS will contribute at least one community or neighborhood lead per month focused on their assigned care center. The NPS will split their time between the care centers and outreach events as needed. They will follow up on warm leads, assist in maintaining lead referrals, plus attend events to meet prospective patients, and schedule those prospective patients for their initial appointment. In the care center, our New Patient Specialists are responsible for acquiring new patients and ensuring a consistent and positive new patient experience. From reaching out to existing patients who are eligible for Medicare Advantage, as well as potential new patients to help them understand our care model, to giving tours, teaching Medicare classes, and scheduling first appointments – our NPSs make every new patient, specifically those over the age of 65, feel welcome and at ease. The New Patient Specialists are expected to work a minimum of 40 hours per week, which may include evening and weekend hours on occasion to cover events and to meet with potential patients. The New Patient Specialist is expected to spend 75% of their time working with sales leads, both internally and externally, and the remaining 25% completing the sale, which includes proper documentation and tracking. The NPS will also follow up with administrative calls and generate related reports as directed by the Manager, Sales and Community Outreach. The expected time period will be during AEP (Oct-Dec), OEP (Jan -March) and SEP (April – Oct). This will be achieved through MA sales and retention initiatives. The NPS will be responsible for tracking and reporting all daily, weekly, and monthly initiatives and sales results.

Essential Duties and Responsibilities:

• Represent at community events to attract new patients where and when needed.
• Follow up on warm leads generated by the marketing department, community outreach team members, call center, and walk-ins.
• Drive agent partner awareness of services through the effective use of marketing collateral, email, phone, and face-to-face communications; and attending industry events where applicable and assigned.
• Identify issues and opportunities and provide strategic guidance to agent partners to drive adoption and utilization of services to prospective members.
• Obtain and leverage agent partner feedback to improve the overall agent experience.
• As part of the sales and community outreach team, this position is responsible for lead generation (both potential new patients and potential new agents) by participating in outreach and sales events, including the Lifestyle Expo event.
• Be accountable to the sales and marketing department by developing, implementing, and measuring objectives and successes to show activities, results, and planned activities.
• Work collaboratively with marketing department and other New Patient Specialists to plan, develop, implement, and evaluate comprehensive marketing and promotional campaigns that assures optimal agent partner awareness, adoption, and loyalty.
• Proactively engage targeted groups of agent partners through various methods, including lunch & learn type of events, networking meetings, webinars, etc., to drive awareness and adoption of services.
• Meet potential new patients at our care centers, give them a tour of the facility, and explain the benefits of becoming a patient.
• Build relationships with insurance agent partners to increase sales incrementally.
• Build rapport with potential new patients and educate them about the experience, accepted insurances, and new patient process.
• Answer important new patient questions and/or determine the best next steps and resources to serve their needs.
• Accurately verify insurance through various resources.
• Assist new patients in scheduling a course or tour, selecting a provider, or booking new patient appointments.
• Build relationships with insurance agents in the Health Insurance Resource Centers and follow best practices for serving new patient needs.
• Proactively look for and secure sales leads all year round, with an emphasis during key campaign periods: Annual Enrollment Period (Oct. – Dec.); Open Enrollment Period (Jan. – March) and Special Enrollment Period (April – Oct.).
• Write and send direct mail letters and/or greeting cards to follow up with new patients and ensure a positive new patient experience.
• Track and report new patient tours, learning class attendance and encounters in a customer relationship management tool.
• Monitor patient lists, crosscheck new patient reports, reach out to termed patients, document reasons for termination and create other important metrics. Send retention letters and withdrawal letters when applicable. Use sales skills to win back patients and increase retention.
• Identify existing patients in Medicare special enrollment periods, such as our age-in population in the Initial Enrollment Period and reach out to ensure a positive transition experience.
• Provide support to other NPSs, NPAs, other colleagues and volunteer for special projects and participate in meetings.
• Other duties as assigned to support the sales and community outreach team and growth efforts.
• Adhere to compliance and HIPPA regulations.
• Report to the Manager - Sales and Community Outreach
• Responsible for maintaining patient interactions on the CRM (Salesforce).

Education/Experience Requirements:

• High school diploma
• Associate degree preferred
• 2 years sales or relevant experience; health care industry experience a plus
• Salesforce and/or CRM experience desired.
• Experience in a medical office or primary care office is ideal
• Knowledge of Medicare insurance preferred
• Passion for patient service
• High drive to achieve sales results
• Knowledge of health care field, specifically Medicare and Medicare Advantage.
• Knowledge of legal and ethical considerations related to patient information.
• Knowledge of customer service principles, applications, and conflict resolution.
• Skill in putting information in preferred medical record systems; meeting clinic standards.
• Skill in diffusing tense situations through diplomatic problem-solving.
• Skill in using computer, medical records software, and customer relationship management tools.
• Skill in Microsoft Office, including Excel, Word, and Outlook.
• Skill in public speaking and presenting, either 1:1 or in a group setting.
• Ability to communicate effectively with new patients, staff, and insurance via phone, in person and through email.
• Ability to establish relationships with a wide variety of people.
• Ability to use sales skills to provide expert advice and guide warm leads in the decision-making process.
• Ability to follow up with warm leads and track activities in CRM.
• Ability to hit and exceed customer service level and new patient acquisition goals.

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.