Patient Retention Professional

Become a part of our caring community

Overview

The Patient Retention Professional plays a key role in enhancing patient experience and ensuring continuity of care during transitional moments such as provider departures, center relocations, and mergers & acquisitions. This role is responsible for day-to-day program operations, executing outreach strategies, and bringing strategic plans to life through project coordination and cross-functional collaboration.

This individual is highly organized and detail-oriented, with strong project management skills and a working understanding of data and reporting. They serve as a key operational partner responsible for preparing materials, coordinating workflows and outreach efforts, and ensuring all program components are delivered on time to drive strong retention outcomes.
Responsibilities

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Program Execution & Coordination: Support the implementation of attrition mitigation initiatives across use cases by managing day-to-day activities, coordinating tasks across teams, and ensuring deliverables are completed on schedule.

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Project Management Support : Assist in project intake, tracking, and execution by maintaining detailed project plans, providing workstream updates, and following up with stakeholders to keep initiatives on track.

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Material Preparation : Utilize templates to prepare patient-facing and staff-facing materials, ensuring accuracy, consistency, and readiness for each initiative. Materials may include letters, call scripts, talking points, and event invitations.

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Outreach Readiness & Workflow Coordination: Partner with operational and call center teams to ensure workflows, tools, and processes are in place to support outreach initiatives.

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Training & Readiness Support : Support training and readiness efforts by preparing materials and facilitating targeted sessions, equipping teams with the resources and guidance needed to execute outreach effectively and deliver a positive patient experience.

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Data & Reporting : Compile, validate, and share program data and performance updates, and maintain data integrity within tracking tools to support ongoing reporting. Gather and prepare outreach lists for patient communications, ensuring data quality and submitting finalized files for execution.

Required Qualifications

- Bachelor's degree in marketing, business, or a related field

- 4+ years of experience in project coordination, program management, operations, or similar role, ideally in healthcare

- Strong organizational and planning skills with the ability to manage multiple projects across cross-functional teams

- High attention to detail with a focus on execution quality and follow-through

- Excellent interpersonal and communication skills, with the ability to collaborate effectively and deliver clear materials and trainings

- Comfort working with data, including compiling reports, managing lists, and supporting ongoing reporting needs

- Ability to travel to CenterWell / Conviva Clinics and Leadership Workshops as needed

Preferred Qualifications

- Experience supporting outreach programs or customer/patient communication initiatives

- Proficiency in project management tools (e.g., Monday.com, Microsoft Project)

- Basic proficiency in design tools (e.g., Adobe Acrobat or similar) to edit and adapt templates

- Familiarity with CRM or outbound communication tools

- Exposure to reporting tools or dashboards (e.g., Power BI)

Use your skills to make an impact

Work at Home Requirements: To ensure Home or Hybrid Home/Office employees’ ability to work effectively, the self-provided internet service of Home or Hybrid Home/Office employees must meet the following criteria: At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested. In certain roles, the minimum recommended internet speed required by Humana may not be sufficient for business needs. Humana reserves the ri