Patient Outreach Specialist

About This Role

The Patient Outreach Specialist is responsible for proactively contacting existing patients of Gonzaba Medical Group to provide customer service, support, and guidance regarding their healthcare experience. This role focuses on patient retention, addressing dissatisfaction, and collaborating with leadership to ensure service recovery.

Responsibilities

• Place outbound calls to existing patients to provide customer service, support, and guidance regarding their patient experience
• Proactively retain GMG patients by inquiring about their experience at different touchpoints
• Collaborate with department and clinical leadership to provide service recovery steps for dissatisfied patients
• Place outbound calls to all existing patients that attend a GMG hosted event and document feedback
• Call and gather feedback from all new patients following their “patient intake” appointment
• Call new patients following their first visit with their PCP to ensure concerns were addressed and satisfactory service was provided
• Assist with calling existing patients during the annual enrollment period (AEP) to answer questions and retain patients
• Conduct targeted patient surveys via telephone to uncover improvement opportunities
• Place outbound calls to discuss patient’s satisfaction with their current insurance plan and benefits
• Make follow-up calls with patients reassigned to a new PCP due to their current PCP leaving the practice
• Collaborate with Patient Retention Coordinators for a holistic approach to patient retention
• Partner with payers to provide relevant patient feedback about current plans and benefits
• Present patient feedback information and data to leadership teams in various meeting settings
• Follow appropriate scripting when making outbound calls and optimize scripting as needed

Requirements

• Ability to represent a positive image of GMG and provide exceptional customer service
• Knowledge of GMG, Managed Care, Health Insurance plans and Agents, Providers, Operations, and GMG protocols
• Ability to identify opportunities to optimize company systems and processes for enhanced patient satisfaction
• Commitment to healthcare regulations, HIPAA compliance, and patient data confidentiality

Nice to Have

• Bilingual (English/Spanish) fluency