PATIENT EXPERIENCE ADVOCATE

Description

SUMMARY/OBJECTIVE:

Salience Health serves patients in our communities by utilizing a collaborative, team approach to consider ALL aspects of a person’s health. Through comprehensive assessments and patient education, we can formulate a treatment plan specifically tailored to the patient. Our Salience Health team is comprised of uniquely diverse individuals who have come together to build an

innovative and dynamic platform with each team member collaborating to improve the health and well-being of those we serve.

We are seeking energetic individuals to join our Patient Experience team and become a key player in growing the Salience Health Network though assisting patients, coordinating schedules, and facilitating care needs. As a Patient Experience Advocate (PXA), you will play a crucial role in educating our patient population about our services like TMS, CBT therapy, cognitive assessments, and other patient services. Patient Experience Advocates will check in and out the patients, via telehealth or in-person, and coordinate follow up care with any referred services. You will schedule follow up appointments, collect payments, and educate patients about potential orders. These team members are a huge asset to all clinic teams and providers at all locations.

Successful candidates must have a strong work ethic, a passion for assisting patients, a “continuous learning” mentality, and the motivation to not only meet but exceed goals. Success in this role can propel candidates to growing opportunities.

Responsibilities/Duties

• Check in and out patients, educate, and collect payment for that day’s patient services if not already collected
• Be present and able to answer any in-person inquiries at the Front Desk
• Stay current on up to date on process and workflow changes.
• Full understanding of Electronic Medical Reporting (EMR) system and how to interpret provider schedules.
• Full understanding of payment plan options available, and how to set up a payment plan.
• Working knowledge on health insurance and how it applies to behavior plus primary health.
• Collaborate closely with the Medical Assistant and clinic teams to ensure we are providing the best care to our patients and our practices.
• Expand knowledge of the current status of mental health and help Salience Health become the standard in behavioral health delivery.
• Educate and schedule patients for any TMS therapy, CBT therapy, or cognitive testing services referred by a Salience Health provider.
• Work cohesively with the other teams and departments to effectively address and resolve complex issues in a timely manner, while aligning their actions with the values set by Salience Health.
• Provide detailed information on bookings and patient interactions and promote additional services.
• Effectively manage escalations through the appropriate channels, ensuring the appropriate accountability, communication, sense of urgency, and follow through requirements are outlined.
• Perform other tasks as assigned by supervisor
  
  

Job Specifications

• All responsibilities and duties included above, but not limited to.
• Full-time employee
• Expected hours of 40 hours/week with overtime opportunities as needed. Shifts vary, office hours typically 7AM-6PM.
• Working knowledge of Microsoft Office Applications and internet navigation
• EMR, Athena One and Salesforce knowledge preferred
• Hours may vary depending on need.
  
  

Essential Functions/Skills

• Exceptional customer service skills
• Positive can-do attitude
• Ability to think critically and react during complex situations
• Self-motivated and highly organized
• Team player yet capable of working independently
• Driven and tenacious with the ability to be professionally persistent and persuasive
• Customer/personal service-oriented sales
• Ability to learn and follow sales methodology to achieve goals
• Excellent verbal and written communication skills
• Excellent probing and active listening skills
• Ability to multi-task and stay on track
• Excellent organizational, analytical, and problem-solving skills
• Be coachable, great to work with and open to trying new things
• Persistent and determined
• Empathy and compassion for mental health improvement.
• Ability to shift and adapt on the fly.
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform essential

functions.

Environment

Office setting with employee cubicle or desk. Not substantially exposed to adverse environmental

conditions

Physical Demand

• Light-Exerting up to 25 lbs. of force occasionally and/or negligible amount of force frequently
  
  

or constantly to lift, carry, push, pull or otherwise move objects

• Frequently: 46-100%
  
  

Standing on feet for extended periods of time, Stooping, Kneeling, Crouching, Continuous

Key-stroke Movement, Grasping, Talking, Hearing, Repetitive Motion, Standing, Walking, Driving,

Reaching, Pushing, Lifting

• Occasional help with moving or building light office furniture.
  
  

Vision

Close visual acuity is required to perform such activities as: viewing a computer terminal for long

periods of time, dialing phone numbers multiple times a day, and extensive reading

EEOC Disclosure

Salience Health is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability,

veteran status, and other legally protected characteristics.

Requirements

REQUIRED EDUCATION/EXPERIENCE:

• College Degree or equivalent combination of education and experience preferred
• 0-2 years of sales experience, customer service, or lead generation
• 0-2 years of healthcare experience
• 1-2 years patient facing experience
• Knowledge of EMR (InSync), Athena and Salesforce preferred but not required