PCNA
Core
Cultivate positive patient experience and drive long-term member retention for seniors in a primary care setting.
Role type
Patient Continuity & Needs Advocate (Member Retention)
Builds
Patient retention and engagement programs
Domain
Healthcare / Senior Care / Medicaid & Medicare Advantage
Deliverable
client delivery
Required skills
Medicaid enrollment support, HIPAA compliance, EMR system usage, patient documentation, service recovery, member attribution and eligibility processes, relationship building with brokers/agents, Salesforce proficiency, Microsoft Office Suite
Preferred skills
Experience working with seniors, knowledge of Medicare Advantage, insurance broker/agent relationships
Technologies
EMR, Salesforce, Medallia, Microsoft Office Suite
Responsibilities
Support Medicaid enrollment and collect demographic/financial data; Identify and share medical benefit opportunities with patients; Utilize EMR to document patient issues and maintain work queues; Engage patients in the lobby for referrals and service recovery; Escalate service recovery issues to Center Dyad; Leverage tools to intervene on future disenrollment; Connect disenrolled members with brokers for reenrollment; Report on disenrollment and engagement trends.
Seniority
Individual Contributor, entry-to-mid level