What are the responsibilities and job description for the Patient Experience Advocate I position at Sixteenth Street Community Health Centers?
- Proactively, warmly, and respectfully greet and/or direct patients upon arrival.
- Manages front desk responsibilities, including check-in and new patient registration.
- Uphold clinic guidelines and standards related to Patient Confidentiality (HIPAA).
- Review and/or obtain demographics and insurance information per protocol, collect copayments and balances due on the account from patients, and maintain accurate billing ledgers/receipts daily.
- Communicates the organization's expectation of payment at the time of service to the patient.
- Identifies patients in need of financial assistance and refers patients to Patient Financial Services when necessary.
- Assist patients with appointment scheduling and other tasks as requested.
- Help maintain clinic flow by strategically directing patients into exam rooms on time.
- Facilitate the completion of patient surveys and questionnaires.
- Advocate for patients and promote access through accommodation and “jockeying” of provider schedules as needed.
- Maintain excellent public relations with patients, families, and clinical staff as well as demonstrate a willingness and ability to work collaboratively with others for a concise and timely flow of information.
- Maintains knowledge of reference materials for Medicare, Medicaid, and third-party payers.
- Notify the team and help expedite rooming of all acutely ill or possibly contagious patients.
- Work assigned EPIC work queues, following the department's workflow process as assigned.
- Provide information and assistance to people seeking services and keep patients aware of any appointment delays.
- Call Center duties as assigned.
- Assist with new employee onboarding.
- Manage stressful situations in the Most empathetic manner.
- Maintain cleanliness and order of lobby and desk and participate in Infection Control through appropriate stocking of supplies and enhanced seasonal cleaning schedule.
- Maintain a uniform, professional appearance that communicates respect, safety and warmth.
- Proactively communicates issues involving customer service and process improvement opportunities.
- Perform other duties as assigned.
QUALIFICATIONS:
- High school diploma or GED.
- Successful completion of in-house training/orientation.
- Medical experience in a clinic or hospital setting helpful.
- Must be a friendly, dynamic communicator with the ability to multi-task and make sound/quick decisions in a high stress environment.
- Must have leadership and assertiveness skills.
- Must have a clear voice, a pleasant presentation, along with a pleasant attitude.
- Familiarity with computers helpful.
- Ability to relate well to people from diverse ethnic and cultural backgrounds.
- Bilingual (Spanish/English or Hmong/English) required.
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