Patient Advocate
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Job Description
Patient Advocate supporting HarmonyCares’ in-home primary care patients by phone. Handling inquiries, refill requests, portal troubleshooting, and escalations.
Responsibilities:
- Provide exceptional customer service to inbound inquiries and refill requests from external and internal entities
- Provide first-contact resolution on phone calls and determine when to transfer or escalate interactions
- Serve as the first point of contact for non-clinical inbound inquiries and overflow refill-request calls
- Document phone calls, interactions, and medication refill requests promptly in the EHR
- Adhere to customer service, call quality, policies, procedures, quality standards, and productivity expectations
- Communicate compassionately with patients, family members, providers, and external entities
- Assist patients and authorized delegates with patient portal access, password resets, and troubleshooting
- Follow the organization’s schedule
- Comply with HIPAA and all state and federal laws
- Identify, acknowledge, escalate, and address patient complaints, grievances, and concerns
- Collaborate with care team members to promote quality patient care, satisfaction, and outcomes
- Participate in assigned quality improvement activities
Requirements:
- High school diploma/GED
- Graduated from an accredited CNA, PCT, MA or EMT program or 1+ years of healthcare experience
- Demonstrated experience with multi-tasking
- Strong communication skills (written & spoken)
- Strong organizational skills and attention to detail
- Proficiency in using electronic health records (EHR) system, call center technology, and Microsoft Office Suite
- Ability to communicate effectively with HarmonyCares providers and patient care teams
- Ability to communicate effectively with patients and their family members, and facility staff
- Knowledge of basic principles, practices and techniques in primary healthcare
- Ability to read and interpret written information and write clearly and informatively
- Ability to speak clearly and persuasively in positive or negative situations, including listening and getting clarifications, and responding well to questions
- Familiarity with Medicare and Medicaid insurances and programs
- EMT certification and experience
- Medical Assistant certification and experience
- Experience in Aprima (EHR)
Benefits:
- Health, Dental, Vision, Disability & Life Insurance
- 401K Retirement Plan (with company match)
- Tuition, Professional License and Certification Reimbursement
- Paid Time Off, Holidays and Volunteer Time
- Paid Orientation and Training
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