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Patient Retention Specialist

South Central Family Health Center

This is a Full-time position in Los Angeles, CA posted August 4, 2022.

General Summary:

The Patient Retention Specialist is responsible for providing a variety of information regarding services and programs to those who have insurance enrollment services, including noninsured. The position will be conducting outreach and in-reach to individuals and community organizations, including schools, about health care and availability of SCFHC services and programs

Summary of Essential Duties:

  • Verification of enrollment, tracking utilization of healthcare services, and encouraging renewal applications to help retain and grow patients
  • Educates patients about health insurance enrollment process and programs.
  • Assist patients in person, by phone, and/or email to support patient engagement and retention in health services and ancillary services as needed to support patient wellbeing.
  • Acts as a liaison to identify patient insurance and ensure reengagement to SCFHC services.
  • Acts as a liaison to the Managed Care Department by maintaining, processing, and reviewing the department databases and reporting
  • Responsible for performing in-reach activities to schedule new patients enrolled in the different programs SCFHC manages
  • Responsible to ensure timely and accurate completion of enrollment forms for private, Commercial Insurance, Medicare, and Medi-Cal, as well as other County or State health insurance programs.
  • Completes production reports, Medi-Cal reports, Medicare Reports, Commercial Insurance Reports, Communication Sheets, PCP changes and tracking, and all other applicable reports.
  • Handles Medi-Cal, My Health LA, Medicare, Covered California, and other renewals on an annual basis to retain coverage.
  • Ensure continuity of health care coverage, through ongoing tracking of patients’ redetermination dates, following-up with patients and providing necessary educational information.
  • Utilize active listening skills to understand patient needs and/or concerns to direct them to appropriate department and improve patient retention.
  • Responsible for establishing trusting relationships with patients and their families while identifying, connecting, and supporting social determinants of health needs.
  • Provide ongoing navigation with patients/families to assure patient satisfaction, evidenced by patient retention.
  • Conducts education seminars to parents and students through PTA meetings, ESL, and other groups.
  • Identifies and develop initiatives to promote patient satisfaction and advocacy efforts

·        Analyze patient feedback and ensure patient retention.


Job Specifications: (Knowledge, skills, abilities and experience normally required for competent performance)

Education and Knowledge

  • High School Diploma or equivalent required
  • Knowledge of Los Angeles County health care system and community-based organizations


  • Must have minimum 2 – 3 years’ experience in community-level health education or related field
  • 3+ years of customer service experience in a fast paced, customer focused environment
  • Must be able to work independently within scope of assigned task with minimum supervision
  • Familiar with Covered CA, Medi-Cal, Medi-Cal for Families and My Health LA

Required Skills/Knowledge/Abilities

  • Must be able to communicate effectively, in English, both verbally and written
  • Excellent written, oral and customer service skills with patients, visitors, and staff
  • Ability to prioritize multiple tasks, work effectively under stress, meet short deadlines, and take direction
  • Bilingual and Bi-literate Spanish/English required


Licensure and Certifications

  • Certified Application Assistant (CAA Certificate) preferred