Patient Concierge

Summary

The Patient Concierge is responsible for the center’s overall member growth. They serve as the “face of CCMC” when potential leads/prospects arrive or contact a center with the overall goal of increasing conversion rate from various lead sources. Patient Concierge is also responsible for communicating the benefits of our company’s services in order to drive sales. They serve as the point of contact between CCMC and its prospects or patients and have a range of responsibilities including identifying and educating prospects while supporting existing patients with information and assistance that relates to our services.

Duties and Responsibilities

• Achieving all sales quotas and attaining of all KPI’s
• Conduct outreach to prospective members by calling from our “lead bank” to generate excitement around CCMC’s care offerings to increase the conversion of leads to new enrollments and encouraging those prospects into coming to our centers to take a tour
• Collaborate with Telemarketing representatives to increase conversion rate from leads into enrollments.
• Cultivate, build and maintain trusting relationships with Captive Agents and Brokers to keep CCMC as their top provider choice for senior healthcare when referring patients to a PCP
• Provide excellent customer service by meeting or exceeding defined customer service goals, including number of new member enrollments, prospective member conversion rate, and total dis-enrollments in the first 90 days
• Greet new patients in a friendly manner and welcome them to the center (e.g., provide tours, introduce to providers and other staff, assist with paperwork)
• Role model service excellence through distinctive courtesy, compassion, and responsiveness to new patients and other relevant stakeholders
• Maintain working relationships with providers to achieve desired health outcomes and assure a continuous flow of member care (e.g., understand schedules and areas of expertise)
• Share member feedback with center managers to deliver best-in-class patient care
• Follow up with new members after their first visit to ensure all needs were met or exceeded
• Partner with other Patient Concierge professionals across centers to ensure best growth and experience practices are shared across centers
• Collaborate with community outreach representatives to refine new member growth strategy based on the center’s surrounding community
• Manage new member inquiries across channels, including telephone, mobile, and web
• Answer basic questions related to benefits coverage and claims information
• Abide by company policies and procedures and ensure compliance with HIPAA guidelines
• Performed other duties as assigned.

Qualifications / Education / Licenses

• High school diploma or equivalent
• Bilingual English/Spanish preferred; must be able to read, write, and speak English
• 1-3 years of sales and customer service experience
• Demonstrate strong people and sales skills.
• Independent decision-making skills
• Sales and customer service oriented
• Basic knowledge of Microsoft Word and Excel, Electronic Health Records, and authorization system
• Experience working with the senior population is a plus
• General understanding of Medicare Advantage is a plus

• Able to function well in a dynamic and busy environment