Retention Specialist Job at Cano Health
Overview:
At Cano Health, our service focused, patient-centered, and proactive approach to care succeeds because of the commitment, hearts, and minds of our people. Our values and guiding principles provide purpose to create meaningful change in the lives of our patients, with a leadership approach that empowers our people to directly contribute to the success of our health and wellness efforts. The Cano Movement is proof of what people with a passion for healthcare can accomplish.
Join the Cano Movement! The movement that doesn’t just offer a job, it offers an opportunity to serve and grow with purpose. At Cano Health, you can join a collaborative team dedicated to the pursuit of excellence in health and wellness.
Cano Health offers competitive salaries, medical, dental & vision insurance, employee mental health program, paid time off, paid holidays, 401(k) with employer match, employee stock purchase program, tuition reimbursement and much more.
The Retention Specialist's primary focus is to retain active members and reinstate inactive members, while providing a positive patient/member experience.
Responsibilities:
Cano Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Cano Health fosters a culture driven by providing superior primary care services in the communities we serve, while forming lifelong bonds with our members. Driven by our mission to improve the health, wellness, and quality of life of our patients, Cano Health continues to work towards making a difference in primary healthcare.
At Cano Health, our service focused, patient-centered, and proactive approach to care succeeds because of the commitment, hearts, and minds of our people. Our values and guiding principles provide purpose to create meaningful change in the lives of our patients, with a leadership approach that empowers our people to directly contribute to the success of our health and wellness efforts. The Cano Movement is proof of what people with a passion for healthcare can accomplish.
Join the Cano Movement! The movement that doesn’t just offer a job, it offers an opportunity to serve and grow with purpose. At Cano Health, you can join a collaborative team dedicated to the pursuit of excellence in health and wellness.
Cano Health offers competitive salaries, medical, dental & vision insurance, employee mental health program, paid time off, paid holidays, 401(k) with employer match, employee stock purchase program, tuition reimbursement and much more.
The Retention Specialist's primary focus is to retain active members and reinstate inactive members, while providing a positive patient/member experience.
Responsibilities:
- Resolves members inquiries and complaints fairly and effectively according to the processes and procedures.
- Develop new strategies for customer retention activities.
- Respond to patient inquiries and resolve service complaints in a timely manner, collecting related data
- Conducts member satisfaction calls and acts as member advocate to resolve questions or concerns.
- Establishes effective working rapport with medical centers personnel (providers and administrative staff).
- Responds to questions, resolves issues and/or forwards to appropriate personnel in a timely manner to ensure member, referral, and employee satisfaction.
- Works extensively with eCw EMR system to further investigate member services, documents, patient surveys.
- Contributes with ideas for process or efficiency improvements to the Manager of Member Retention.
- Communicates with patients to ensure questions and concerns area processed in a timely manner and effectively communicates with medical centers and corporate associates.
- Provides adequate notes and documentation within platform to ensure patient satisfaction.
- Demonstrates adherence to all company, state, and federal policies, laws, and regulations including HIPAA.
- Conducts telephone conversations in a polite manner and ensures accurate information is exchanged and member is satisfied.
- Reports errors, omissions, and incidents to the Supervisor of Patient Retention through documented reports.
- Analyze patient opinions and develop new techniques to ensure retention
- Explain to patients about the new benefits
- Welcome and educate new patients on all the Cano Health integrated care services
- Assist and care for new member for the first 3 months in order to avoid disenrollment
- Obtain new member referrals from new or existing members
- Minimum of 1-2 years of experience in a Call Center environment with a focus in patient service
- High School Diploma preferred.
- Excellent client or customer service skills to successfully assist and interact with customers, members, and associates
- Strong problem-solving and conflict resolution skills
- Must have strong written and verbal communication skills
Cano Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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