Patient Advocate - HarmonyCares
Troy, MI 48084
About the Job
HarmonyCares is one of the nation’s largest home-based primary care practices. HarmonyCares is a family of companies all dedicated to providing high-quality, coordinated health care in the home. This includes HarmonyCares, HarmonyCares Medical Group, HarmonyCares Home Health and HarmonyCares Hospice.
Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care.
Our Shared Vision – Every patient deserves access to quality healthcare.
Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.
Why You Should Want to Work with Us
- Health, Dental, Vision, Disability & Life Insurance, and much more
- 401K Retirement Plan (with company match)
- Tuition, Professional License and Certification Reimbursement
- Paid Time Off, Holidays and Volunteer Time
- Paid Orientation and Training
- Great Place to Work Certified
- Established in 11 states
- Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!
The Patient Advocate provides exceptional customer service to inbound inquiries from external and internal entities. They aim to provide first contact resolution on phone calls they receive while using appropriate judgement on when to escalate. The Patient Advocate adheres tightly to call scripts, policies, and procedures established by the organization.
Essential Duties and Responsibilities
- Serves as the first point of contact for callers with non-clinical inbound inquiries and uses appropriate judgement and process documentation to determine when the interaction needs to be transferred or escalated to another team
- Documents all phone calls and interactions in the EHR promptly by utilizing standard documentation guidelines as required by HarmonyCares.
- Provides exceptional customer service to callers, adhering to customer services and call quality standards established by the organization.
- Maintains clear and compassionate communication with patients, family members, providers, and other external entities, representing the company in a professional and courteous manner in all interactions.
- Demonstrates exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset.
- Adheres to all company-established policies, procedures, quality standards, and productivity expectations.
- Assist patients and appropriate patient delegates (proxy) with patient portal access, password resets and general patient portal troubleshooting.
- Adheres to schedule established by the organization.
- Adheres to all state and federal laws, including HIPAA.
- Appropriately identifies, acknowledges, escalates and/or addresses patient complaints, grievances, and concerns in a timely and effective manner.
- Collaborates with the care team members to promote quality patient care, satisfaction, and outcomes.
- Participates in quality improvements as assigned.
- Other duties as assigned.
Required Knowledge, Skills and Qualifications
High school diploma/GED
Demonstrated experience with multi-tasking
Strong communication skills (written & spoken)
Strong organizational skills and attention to detail
Demonstrate 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.
Preferred Knowledge, Skills and Experience
- Familiarity with Medicare and Medicaid insurances and programs
EMT certification and experience
Medical Assistant certification and experience
Experience in Aprima (EHR)
HarmonyCares and HarmonyCares Hospice are not affiliated with Harmony Hospice Care. HarmonyCares Hospice does not conduct business in OH. HarmonyCares Hospice conducts business in MI, VA, WI, TX, IN, IL.
