New Patient Advisor Supervisor - Sales & Marketing (Call Center/On-site)

About the position

The Villages Health is a patient-centered primary care driven, multi-specialty medical group with over 800 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.

Responsibilities

• Management of the New Patient Advisors (NPAs), a Sales Team responsible for acquiring new Primary Care Medicare eligible patients and retaining existing patients.
• Attend Sales & Marketing events to meet insurance agents and prospective patients.
• Manage inbound calls directed through various marketing campaigns and make outbound calls to new prospective patients.
• Oversee the new patient registration process, including insurance verification and scheduling of new patient tours.
• Lead the NPA group in achieving measurable goals for key performance areas.
• Supervise and coordinate the daily activities of the NPA Sales Team.
• Provide superior prospective patient service with a friendly, positive attitude.
• Assess and develop staffing strategies to meet business needs.
• Attract and retain NPAs, responsible for hiring and onboarding new employees.
• Train new hires and maintain training materials.
• Identify areas for process improvement to enhance patient experience.
• Document and maintain key workflows to support business changes.
• Evaluate NPA Sales Team sales skills and deliver ongoing training.
• Ensure follow-up on leads and nurture leads through the sales funnel.
• Collaborate with Primary Care and Specialty Care Teams to meet prospective patient needs.
• Create and run reports in the CRM tool to monitor lead activity and evaluate performance.
• Build sales dashboards and present reports to leadership.
• Enforce policies and procedures, provide performance evaluations and improvement plans.
• Provide coaching and disciplinary action as needed.
• Adhere to compliance and HIPAA regulations.

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.

Nice-to-haves

• 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 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.

Benefits

• Medical, Dental & Vision Insurance
• Matching HSA & 401k
• PTO & Paid Holidays
• The Villages Charter School Eligibility
• & much more!