New Patient Advisor Supervisor - Sales/Marketing
Job description
About The Villages Health
The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 700 team members. Our unique care model gives us both the time and resources to truly care for our patients, along with a company culture that supports a healthy work-life balance for our team members. Our purpose, mission and vision is to empower Villagers and the surrounding communities to live out their dreams by keeping them healthy and healing them quickly. Together, we are changing the way healthcare is delivered and are making a positive difference in the lives of our patients and the communities we serve. In doing so, The Villages Health is creating America’s Healthiest Hometown.
Our Full-time Benefits
Medical, Dental & Vision Insurance | Matching HSA & 401k | PTO & Paid Holidays | The Villages Charter School Eligibility | & much more!
Hiring Events
Please bring your resume and join us:
- Friday, May 5th from 10:30 AM to 1:30 PM at Lake Deaton Care Center (779 Kristine Way, The Villages, FL 32163) – RSVPs are encouraged through Eventbrite at http://bit.ly/3KcUiXM
- Tuesday, May 23rd from 2:00 PM to 4:00 PM at Mulberry Grove Care Center (8877 SE 165 Mulberry Lane, The Villages, FL 32162) – RSVPs are encouraged through Eventbrite at http://bit.ly/3nCFVnR
Responsibilities:
As part of the Sales & Marketing Team, the NPA Team is responsible for managing inbound calls directed through various marketing campaigns, making outbound calls to new prospective patients, and managing follow-up calls on leads. This role is responsible for the new patient registration process, including insurance verification and scheduling of new patient tours with the Sales Team and/or schedule new patient appointments for both our primary and specialty care providers.
The New Patient Advisor Supervisor is expected to lead this group in achieving measurable goals for key performance areas, including but not limited to, abandonment rate, average speed to answer, completed tours and new patient acquisition.
Be an expert of The Villages Health brand, care model and the new patient experience.- Represent our core values of service, quality, stewardship and innovation to patients and co-workers.
- Supervise and coordinate the daily activities of the NPA Sales Team.
- Provide superior prospective patient service; support and care with a friendly, positive attitude through the NPA Team.
- Lead, direct and motivate the NPA Sales Team to achieve aggressive sales goals for our Medicare Advantage via tours.
- Assess and develop staffing strategies to meet the business needs.
- Attract and retain NPAs, responsible for the hiring and onboarding of new employees to the Department.
- Train new hires and maintain new hire training manual and materials.
- Identify areas for process improvement to best meet the business need and improve patient experience.
- Document and maintain key workflows to support changes in the business.
- Evaluate the NPA Sales Team sales skills to develop and deliver ongoing sales training and development, including but not limited to quality monitoring of calls, writing scripts for overcoming objections, role playing scenarios, creating manuals and other materials.
- Ensure the NPA Sales Team is following up on leads, nurturing leads and moving leads through the sales funnel.
- Collaborate with Primary Care and Specialty Care Teams in advising how best to meet prospective patient’s needs to be seen.
- Create and run reports in the Customer Relationship Management (CRM) tool to monitor lead activity and evaluate individual NPA performance and team performance.
- Build sales dashboards and present reports to leadership on a regular basis.
- Enforce policies and procedures within the group, provide performance evaluations and improvement plans.
- Provide coaching and disciplinary action as needed.
- Other duties as assigned to support the Sales and Marketing Team.
- Adhere to compliance and HIPAA regulations.
- Reports to the New Patient Advisor & CRM Program Manager
Education/Experience Requirements:
- High school diploma or GED equivalent required
- Bachelor’s degree preferred
- 3 years Leadership experience required, Call Center environment highly preferred
- Sales experience highly preferred
- Excellent verbal and written communications skills
- Excellent organizational skills and attention to detail
- Strong analytical and critical thinking skills
- Strong supervisory and leadership skills
- Ability to lead and motivate a team
- Passion for providing superior patient service
- High drive to achieve measurable sales results
- Experience using Electronic Medical Record (EMR) software, preferably Athena
- Experience with Customer Relation Management programs (CRMs), preferably Salesforce
- Proficient with Microsoft Office Suite or related software
- Knowledge of Medicare insurance
- 5 years Sales Experience, healthcare industry a plus
- 2 years Sales and Call Center Supervisory Experience a plus
- Knowledge of medical terminology.
- Knowledge of health care field, specifically Medicare and Medicare Advantage.
- Knowledge of legal and ethical considerations related to patient information.
- Knowledge of customer service principles, applications, and conflict resolution.
- Skill in putting information in preferred medical record system, meeting clinic standards.
- Skill in diffusing tense situations through diplomatic problem-solving.
- Skill in using computer, medical records software, and customer relationship management tools.
- Skill in Microsoft Office, including Excel, Word, and Outlook.
- Skill in public speaking and presenting, either 1:1 or in a group setting.
- Skill in converting leads into winning sales.
- Ability to communicate effectively with patients, staff, and insurance agents via phone, in person and email.
- Ability to establish relationships with a wide variety of people.
- Ability to lead a team to use sales skills to provide expert advice and guide warm leads in the decision-making process.
- Ability to lead a team to follow up with leads and track activities in CRM.
- Ability to lead a team to hit and exceed customer service level and new patient acquisition goals.
- Ability to collect, organize, interpret, and present data.
- Demonstration of leadership skills and drive for professional development and growth.
- Demonstration of critical thinking skills, analytical skills, and sound judgement.
Salary is commensurate with experience.
Questions? Contact us at recruitment@thevillageshealth.com
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