Job Duties Include, But Are Not Limited To:

Department Leadership & Team Management Lead, mentor, and supervise the Retention team, including scheduling, coaching, training, and performance evaluations. Foster a positive, collaborative, and patient-focused work environment. Conduct regular team meetings to communicate departmental goals, operational updates, and retention strategies. Monitor employee productivity, attendance, punctuality, and workload distribution. Provide ongoing coaching, constructive feedback, and professional development opportunities. Review and approve employee timecards and time-off requests while ensuring appropriate departmental coverage. Patient Retention & Service Excellence Oversee patient retention initiatives designed to improve satisfaction and recover disenrolled members. Manage escalated patient concerns and service complaints, ensuring timely and effective resolution. Serve as a patient advocate by resolving complex issues and collaborating with clinical and administrative teams. Conduct and oversee member satisfaction calls while documenting all patient interactions. Assist patients with scheduling, rescheduling, confirming appointments, and coordinating transportation when applicable. Promote exceptional customer service by ensuring professional communication standards are consistently followed. Operational Oversight & Performance Management Monitor retention performance metrics, patient satisfaction scores, insurance eligibility trends, and departmental productivity. Prepare and present weekly and monthly reports to leadership regarding retention performance and operational outcomes. Identify trends and opportunities for process improvement to enhance patient retention and operational efficiency. Develop and implement new workflows and best practices that improve departmental performance. Cross-Functional Collaboration Partner with Clinical, Front Desk, Medical Records, Referrals, Marketing, Pharmacy, Transportation, and other departments to improve the overall patient experience. Maintain a strong understanding of departmental workflows to effectively identify and resolve service gaps. Facilitate communication between departments to ensure timely resolution of patient concerns. Insurance Verification & Patient Support Oversee verification of patient insurance eligibility and identify coverage termination issues requiring follow-up. Ensure patients receive accurate information regarding appointments, services, and insurance-related concerns. Utilize Electronic Medical Records (EMR) to review patient documentation, communications, appointment history, and service records. Compliance & Quality Assurance Ensure strict adherence to HIPAA regulations and company confidentiality policies. Maintain compliance with all federal, state, and company regulations governing patient information. Report operational incidents, service deficiencies, and process improvement opportunities to leadership. Maintain accurate documentation and safeguard all patient, medical, personal, and financial information. Administrative Responsibilities Respond promptly to phone calls, emails, faxes, and EMR communications. Maintain a safe, secure, and professional work environment. Participate in staff meetings, leadership meetings, and ongoing training initiatives. Remain knowledgeable of company services, operational updates, and policy changes. Perform other duties as assigned.

Qualifications & Skills Required:

Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Management, or a related field preferred. Minimum 3 years of experience in healthcare operations, patient services, customer service, or medical office administration. Minimum 1-2 years of supervisory or leadership experience preferred. Experience leading customer service or patient retention teams is highly preferred. Strong knowledge of healthcare insurance processes and medical office operations. Experience using Electronic Medical Records (EMR); MDVita experience is a plus. Experience with UKG or similar workforce management systems preferred. Strong analytical, organizational, and problem-solving skills. Excellent verbal and written communication skills. Proficiency with Microsoft Office and healthcare software applications. Bilingual (English/Spanish) preferred. Core Competencies Leadership & Team Development Patient Retention & Customer Experience Employee Coaching & Performance Management Conflict Resolution Process Improvement Healthcare Operations HIPAA & Regulatory Compliance Communication & Collaboration Time Management & Organization Critical Thinking & Decision Making Attention to Detail Professionalism & Customer Service Excellence Work Environment & Requirements Full-time, in-person position. Professional healthcare office environment. Ability to manage multiple priorities in a fast-paced setting. Ability to communicate professionally with patients, providers, and staff. Ability to maintain strict confidentiality of patient information. Occasional travel between company locations may be required. This position requires AHCA Level 2 Background Screening .

Learn more:

https://info.flclearinghouse.com

Experience:

supervisor: 2 years (Required)

Patient Retention:

3 years (Required)

Language:

Bilingual(English and Spanish) (Required) Ability to

Commute:

Miami Lakes, FL 33016 (Required)

Work Location:

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