Patient Continuity and Needs Advocate
Core
Cultivate positive patient experience and drive long-term member retention for seniors in a primary care setting.
Role type
Patient retention and service recovery specialist
Builds
Member retention strategies and service recovery interventions
Domain
Healthcare (Senior care/Medicare Advantage)
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Member attribution and eligibility knowledge, disenrollment process expertise, relationship building with seniors, service recovery, Salesforce proficiency, trend analysis
Preferred skills
Insurance broker/agent experience, Medicare Advantage understanding
Technologies
Medallia, MEDALs, Salesforce, Microsoft Office Suite
Responsibilities
Engage patients in the lobby to identify referral and service recovery opportunities, escalate service recovery issues to Center Dyad, intervene on future disenrollment in partnership with Center Dyad, connect disenrolled members with brokers/agents for reenrollment, report on disenrollment and engagement trends
Seniority
Individual Contributor, operational level