STAFF POSITIONS

PATIENT ENGAGEMENT MANAGER

Job Description:

Enhance the organization’s mission by providing leadership in the area of patient recruitment and retention. Provide and promote opportunities that effectively engage prospective and existing patients, encouraging their active participation by performing the following duties.

Minimum Qualifications:

  • Bachelor’s degree is preferred.
  • Experience in health care, including understanding of health plan related operations.
  • Experience in Managed Care preferred.
  • Detail oriented, project management experience preferred.
  • Prior experience in marketing and/or public relations.

Essential Duties and Responsibilities:

  • Manage Call Center and Patient Service Representatives
    • Effectively lead 10-15 extended staff members who have primary impact on TVH’s patient-consumer experience and develop them into TVH Brand Mavens – raving fans!
    • Ensure staff job objectives and professional development plans are specific, measurable and align directly with TVH priorities.
    • Develop and manage operational processes across the teams to continuously improve the patient-consumer experience.
    • Develop and manage a communication process to share and solicit 360 degree feedback.
  • Attract and Retain TVH Patients-Consumers
    • Participate in the development and facilitate the implementation of TVH marketing strategies including communication plans, social media and web interface.
    • Continuously develop and manage consumer-centric onboarding process for new patients.
    • Develop patient retention strategies through implementation of in-reach programs.
    • Be the TVH Brand Maven - raving fan - communicating TVH’s compelling value proposition to the community.
      • Develop and implement community outreach strategies that align with TVH marketing plan through engagement of prospective patients to increase patient enrollment, including organizing the Hometown Social.
      • Serve as liaison with Property of The Villages on collaborative efforts between home sales and patient enrollment.
      • Facilitate education for the 64 yr. old/age-in patient population and new movers to The Villages.
      • Facilitate positive relationships with various external groups including Serving Health Insurance Needs of Elders (SHINE).
      • Facilitate patient-consumer education sessions on The Villages Health’s key differentiators.
  • Contribute to Insurance Product Strategy
    • Be an expert in the insurance products/plans accepted by TVH and understand the ever-shifting competitive landscape, examples - Medicare Advantage, Employer Sponsored Retiree, Tricare For Life, Commercial.
    • Participate in ongoing development and support of TVH Medicare Strategy.
    • Work with TVH IT to develop monthly management reports and analyze trends in growth, patient mix, etc.
    • Interface with United Healthcare on activities related to marketing including National Medicare Education Week, Annual Enrollment Period (AEP) and Special Enrollment Periods (SEP).
    • Develop a collaborative relationship with health insurance agents and orient them to TVH, most importantly those staffing the Medicare Resource Centers.
  • Lead Cross- Functional Communication & Education Forums
    • Develop a supportive relationship with Care Center leadership and extended staff.
    • Facilitate all-staff education on Medicare Advantage.
    • Provide updates on staff priorities and feedback to TVH senior leadership team and Care Center leadership monthly.
  • Perform Other Essential Duties
    • Performs all duties in a manner which promotes and supports the core values of The Villages Health.
    • Complies with corporate compliance program and policy.
    • Ensures confidentiality of patient information following HIPAA guidelines and TVH policies.
    • Attends training to meet requirements of the job description.
    • Has regular and predictable attendance.
    • Some travel needed between TVH sites.

Skills and knowledge:

  • Skills in written and verbal communication
  • Ability to work effectively with staff, patients, the public and external agencies
  • Ability to exercise initiative, problem-solving and decision making
  • Knowledge of organizational policies, procedures, and systems
  • Knowledge of eCW, Microsoft Word, and Excel
  • Has regular and predictable attendance

Rate of Pay:
Based on experience

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The Villages: Patient-Centered Healthcare In Your Neighborhood