Patient Advocate - Your Health Organization

GENERAL DESCRIPTION The role of the Patient Advocate is responsible for strong patient communication, routing incoming calls, coordinating appointments between patients and appropriate healthcare providers in accordance with the Company’s policies and procedures, maintaining accurate records, and providing exceptional customer service. AREAS OF RESPONSIBILITY A successful Patient Advocate will be able to perform these essential duties and responsibilities. Reasonable accommodations may be made, in accordance with applicable law, to enable individuals with disabilities to perform the essential functions. The following is a list of essential functions, which may be subject to change at any time and without notice. Management may assign new duties, reassign existing duties, and/or eliminate function(s). • Customer Service: Answer calls timely and promptly. Provide exceptional customer service to patients, exhibiting a compassionate and empathetic attitude. Address patient concerns, inquiries, and complaints professionally and promptly, striving to meet patient needs and ensure their satisfaction. • Appointment Scheduling: Schedule appointments for patients with healthcare providers (which includes pharmacists, medical social workers, etc.), based on availability, medical urgency, and patient preferences. • Records Management: Maintain accurate and up-to-date patient records, including demographic information, contact details, insurance information, appointment history, etc. Ensure confidentiality and adhere to privacy regulations when handling sensitive patient information. • Coordination with Healthcare Providers and Staff: Collaborate closely with Care Team members (healthcare providers, nurses, clinical coordinators) and other staff members to ensure optimal scheduling and coordination of patient care. Communicate changes, cancellations, or rescheduling of appointments to relevant parties in a timely manner. Communicate with providers and staff via phone, email, Teams, Athena or in person. • Insurance Verification: Verify insurance coverage and eligibility for patients ensuring accurate documentation of insurance information at all times. Collaborate with the billing department to address any insurance-related issues or concerns. • Billing and Payment Collection: Collect balances, co-pays, and any outstanding payments from patients prior to their visit. Ensure accurate recording of payments and adherence to billing procedures. Collaborate with the billing department to address any billing-related inquiries or concerns. • Patient Communication: Communicate with patients, families, and caregivers, Interact with patients via email, patient portal, telephone, AthenaText, in-person, etc. to gather necessary information, schedule and confirm appointments, and provide pre-appointment instructions. Respond to patient inquiries, resolve scheduling conflicts, and assist in rescheduling appointments when necessary. • Staff Communication: Foster effective communication between the care teams to facilitate coordinated teambased care. • Administrative Functions: Perform general administrative tasks and support other staff as needed. Work assigned buckets, ticklers, census lists, and region’s scheduling voicemail tasks. Utilize the company’s software systems to enhance patient care and staff productivity. • Collaboration and Coordination: Collaborate with internal and external resources to facilitate and ensure seamless operations. • Must be available during normal work hours (unless previously approved by direct supervisor). Additional hours may be required to complete normal business functions and/or projects. • Utilize the company’s software systems and update information as required. • Participate in coaching calls. • Perform other duties as requested or required, in the sole discretion of the Company.