Patient Experience & Retention Specialist

Better Health Group; Tampa (FL); On-site; USD 30,000 - 37,000; Full time

Job summary

Better Health Group in Tampa, FL is seeking a patient outreach specialist to build relationships with potential new patients, guide them through the decision-making process, and implement retention strategies to enhance satisfaction.

You will analyze patient experience data, collaborate with leadership and providers, keep CRM records, and help improve service quality to ensure an outstanding patient experience.

Qualifications

• High school degree or equivalent required.
• Bachelor’s degree preferred.
• CRM experience preferred.
• Friendly, approachable, and empathic, making patients feel comfortable and valued from the moment they make contact.
• Demonstrated ability to handle data with confidentiality.
• Ability to work cross-functionally with multiple teams; ability to work independently with minimal supervision.
• Excellent organizational, time-management, and multi-tasking skills with strong attention to detail.
• Excellent written and verbal communication skills; must be comfortable communicating with external/internal stakeholders, providers, and health plans.
• Strong interpersonal and presentation skills.
• Strong critical thinking and problem-solving skills.
• Must be results-oriented with a focus on quality execution and delivery.
• Appreciation of cultural diversity and sensitivity toward target patient populations.

Responsibilities

• Establish a positive rapport with potential new patients to guide them through the decision-making process and establish them as new patients.
• Identify specific needs and goals of potential new patients through effective questioning and probing.
• Provide relevant information and educate potential new patients about the company’s offerings.
• Articulate the value propositions clearly, highlighting how the services can address patients’ concerns or improve their well-being.
• Keep accurate records of interactions in the CRM system.
• Make outbound calls, to patients who have indicated verbally or on a satisfaction survey, a complaint, grievance, or a challenge with their experience, etc. as well as patients who have recently disenrolled.
• Achieve and exceed individual monthly targets.
• Probe for the reasons why the patient is planning to switch services.
• Execute best retention practices using persuasion skills.
• Conduct routine monitoring and analysis of patient experience outcomes.
• Analyze patient satisfaction survey data.
• Collaborate with leadership, physicians, and teammates regularly to ensure an optimal patient experience.
• Provide strong knowledge of best practice, service improvement, statistical analysis, and problem-solving to improve the patient experience.
• Additional duties as assigned.

Skills

Empathy

Communication

Organization

Cross-functional

Problem solving

Attention to detail

Multitasking

Presentation

Confidentiality

Team player

Education

High school diploma

Bachelor’s degree preferred

Tools

CRM experience

Job description

Better Health Group in Tampa, FL is seeking a patient outreach specialist to build relationships with potential new patients, guide them through the decision-making process, and implement retention strategies to enhance satisfaction.

You will analyze patient experience data, collaborate with leadership and providers, keep CRM records, and help improve service quality to ensure an outstanding patient experience.