Patient Advocate

Patient Advocate

Reports to:

Executive Director

Clinical Medical Director

Director of Operations

Organizational Peers:

Clinic Nurse Manager

Laboratory Supervisor

Radiology Supervisor

Patient Services Manager

Direct Reports: None

Position Details: Non-Exempt, M-F, 8am-5pm

Pay Range: $24.00-33.00/hour

Job Summary: The Patient Advocate is responsible for working directly with patients and their families to discuss and investigate any questions, complaints, comments, concerns or suggestions. Advocates for the patient to help gain a resolution for their concerns.

Performance Requirements:

Knowledge:

• Knowledge of medical terminology and practice protocols related to appointment scheduling.
• Knowledge of confidentiality requirements related to patient information.
• Knowledge of medical practice clinical and administrative systems, including financial policies.
• Relies on experience and judgment to plan and accomplish goals.

Skills:

• Skills in establishing and maintaining effective working relationships with other employees, patients, organizations and the public.
• Excellent written and verbal communication skills.
• Investigation, research and issue resolution skills.
• Well-developed analytical and organization skills.

Abilities:

• Ability to communicate in writing, over the phone and in person with internal and external customers.
• Ability to anticipate, recognize, evaluate, solve problems, and correct errors.
• Ability to collaborate with all levels of clinicians and staff to meet clinic needs.
• Ability to analyze data, prepare reports and make recommendations for improvement.

Major Duties and Accountabilities:

• Serves as the clinic contact to resolve patient/family concerns and complaints and Insurance grievances.
• Gathers and researches appropriate information related to patient care, reimbursement, or community resource issues. Follows complaint through to resolution and provides feedback to patient/family. Facilitates relationships with public.
• Works with staff and Clinicians to resolve concerns and improve services, taking advocacy position.
• Tracks and analyzes all concerns and complaints. Identifies problematic trends and makes recommendations for correction. Produces regular overview reports to various committees.
• Ensures timely investigation of and response to complaints.
• Develops referral systems with human services agencies and collaborates with community resource network.
• Collaborates with Clinicians and multidisciplinary professional staff to support patient satisfaction.
• Identifies patient service requirements by establishing personal rapport with potential and actual patients and other persons in a position to understand service requirements.
• Provides information, direction and guidance to health care team by consulting cross functional team members, leadership and answering questions and requests.
• Resolves patients’ needs by utilizing multidisciplinary team strategies.
• Maintains a cooperative relationship among health care teams by communicating information, responding to requests, and participating in team problem-solving methods.
• Understands HIPAA and Privacy Laws.
• Other duties as assigned.

Position Competencies:

• Role Model for Organization’s Core Values: Support the Mission and Values with dedication to providing excellent care and service and providing comprehensive quality healthcare for our community in a compassionate manner.
• Customer Service: Demonstrates the highest standards for friendly, courteous and caring interaction with patients, physicians, customers, and fellow employees.
• Professional Presence: Demonstrates respect, confidence, integrity, optimism, passion and empathy.
• Communication: Demonstrates ability to accept and understand instructions; expresses self clearly and concisely.
• Adaptability/Flexibility: Demonstrates the ability to cope with pressure, grasp new ideas and methods, and adjust responses to meet the changing work environment.
• Independence/Initiative: Demonstrates reliability, follow-through, ability to work with minimum supervision, and desire and ability to accept additional responsibility.
• Confidentiality: Maintains and respects the privacy of patients and co-workers and complies with HIPAA standards at all times.
• Emotional Intelligence: Maintains basic emotional and social competencies to include self-awareness, self-regulation, motivation, empathy, and social skills.

Job Qualifications:

Equipment operated; Standard office equipment with emphasis on computer hardware and software.

Education/Experience: Bachelor's degree in human relations/social services, communications, marketing, or business/health administration preferred. MA experience preferred. Minimum two years of experience in customer services, with minimum of six months of experience in health care setting. Patient representative experience preferred. Familiarity with Electronic Health Record required, experience preferred.

Physical: Primarily clinic office setting. Some travel within the community. Employee with have constant contact with individuals from many backgrounds. Job will have minimum exposure to communicable diseases. Involves frequent stress from dealing with tense individuals in uncomfortable situations and complex patient advocacy issues. Physically there will be a combination of sitting, walking, and standing.

I am able to perform these tasks without accommodation. _____Yes _____No

If no, list required accommodations:

I have read and understand the above job description, and I accept all the responsibilities of the position.

____________________________________ ___________________

Employee’s signature Date

Responsibility for Review and Maintenance: Executive Director

Date Initiated: 2018

Date Revised: 7/2024