Patient Relations Specialist

ChenMed; Miami (FL); On-site; USD 30,000 - 43,000; Full time

Benefits offered by this job

Bonuses/commissions

Job summary

ChenMed in Miami, FL is seeking a Patient Relations Specialist to advocate for patients, focus on retention and loyalty, and support our care teams with empathetic service. In this role you will handle outbound calls, resolve complaints within SLAs, and coordinate with departments to ensure complete issue resolution; prior healthcare or customer-service experience is preferred.

Join ChenMed to help transform care for seniors with competitive pay, comprehensive benefits, and opportunities for

Qualifications

• Bachelor’s degree preferred; plus relevant experience considered in lieu of education
• 3–4 years working experience in customer service/healthcare preferred
• Exceptional communication and empathy in patient interactions

Responsibilities

• Provides exceptional customer service to key internal and external stakeholders
• Interacts with dissatisfied patients and records information via internal systems
• Conducts outbound calls to patients to resolve service issues
• Collaborates with departments to ensure full resolution of complaints or grievances
• Follows up with patients to ensure successful recovery
• Maintains confidentiality of patient information
• Resolves patient benefit issues within SLAs
• Performs accurate correspondence via phone, email, and letters
• Processes subpoenas and court orders for legal department as needed
• Other duties as assigned by management

Skills

Customer service

Communication

Attention to detail

MS Office

Multilingual

Education

Bachelor’s degree preferred

3–4 years experience in healthcare/customer service

Tools

MS Excel

MS Word

CRM systems

Job description

We’re unique. You should be, too.

We’re changing lives every day. For both our patients and our team members. Are you innovative and entrepreneurial minded? Is your work ethic and ambition off the charts? Do you inspire others with your kindness and joy?

We’re different than most primary care providers. We’re rapidly expanding and we need great people to join our team.

The Patient Relations Specialist serves as a patient advocate, focusing extensively on patient retention and loyalty through outbound service recovery efforts. Individuals in this role are expected to demonstrate exceptional service acumen, patience, and empathy on behalf of our patients, their caretakers, and fellow team members. Incumbents may also process medical records for insurance/legal grievances.

ESSENTIAL JOB DUTIES/RESPONSIBILITIES:

• Provides exceptional customer service to key internal and external stakeholders
• Interacts directly with dissatisfied patients and records/tracks information via internal systems.
• Conducts outbound calls to patients with any complaints to resolve service issues.
• Collaborates effectively with other departments to ensure that all complaints and/or grievances are fully resolved.
• Follows up with patients to ensure successful recovery.
• Maintains the confidentiality of prospective patients’ personal information.
• Resolves patient benefit issues within standards SLAs.
• Conducts accurate correspondence (phone calls, emails, and letters).
• Processes subpoenas and court orders as needed for legal department.
• Other duties as assigned and modified at manager’s discretion.

KNOWLEDGE, SKILLS AND ABILITIES:

• Must be able to effectively communicate with all levels of the organization
• Computer Skills: word processing, typing, email and general computer skills; knowledge of Microsoft Office Suite
• Knowledge of company products, services, standards, policies, and procedures
• Ability to communicate with employees, patients, and other individuals in a professional and courteous manner
• Ability to pay close attention to detail and to ensure accuracy of reports and data
• Ability to organize and prioritize according to importance
• Proficient skill in Microsoft Office Suite products including Excel, Word, PowerPoint and Outlook; competent in other systems required for the position
• Ability and willingness to travel locally, regionally and/or nationally up to 10% of the time
• Spoken and written fluency in English; other languages a plus

EDUCATION AND EXPERIENCE CRITERIA:

• Bachelor’s degree in related field preferred; additional experience above the minimum may be considered in lieu of the required education on a year-for-year basis
• Minimum of three (3) to four (4) years’ working experience in similar area (i.e. customer service and healthcare)

EDUCATION AND EXPERIENCE CRITERIA:

• Minimum of three (3) to four (4) years working experience in similar area (i.e. customer service)
• Bachelor’s degree in related field preferred

PAY RANGE:

$22.0 - $31.42 Hourly

The posted pay range represents the base hourly rate or base annual full-time salary for this position. Final compensation will depend on a variety of factors including but not limited to experience, education, geographic location, and other relevant factors. This position may also be eligible for a bonuses or commissions.

EMPLOYEE BENEFITS

https://chenmed.makeityoursource.com/helpful-documents

We’re ChenMed and we’re transforming healthcare for seniors and changing America’s healthcare for the better. Family-owned and physician-led, our unique approach allows us to improve the health and well-being of the populations we serve. We’re growing rapidly as we seek to rescue more and more seniors from inadequate health care.

ChenMed is changing lives for the people we serve and the people we hire. With great compensation, comprehensive benefits, career development and advancement opportunities and so much more, our employees enjoy great work-life balance and opportunities to grow. Join our team who make a difference in people’s lives every single day.

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