[Hiring] Patient Advocate Supervisor @Texas Health Action

Role Description

The Patient Advocate Supervisor is responsible for the supervision of the patient advocate team, including providing on-the-job training and technical support, and identifying areas for process improvement to support the advocacy team across multiple clinic locations. The Supervisor will coordinate workload and day-to-day delivery of care coordination and referral services. Under the direction of the Advocacy Program Manager, the Supervisor maintains oversight of program operations to ensure clients receive services that are strength-based and culturally sensitive and adhere to program rules and regulations.

• Provides regular staff supervision to ensure the timely flow of supportive services and program activities to meet program goals and objectives.
• Maintains responsibility for enhancing employee performance through establishing and communicating clear expectations and evaluating performance in a fair and professional manner.
• Monitors team capacity, and optimally and equitably distributes workloads among advocacy staff.
• Initiates a variety of supervisory tasks including creating and revising employee scheduling, reviewing timesheets and managing PTO approvals.
• Maintains communication with advocacy teams across locations, providing direct assistance as needed.
• Ensures that patient advocates continuously monitor and evaluate patient service needs; follow through on daily tasks, assignments, care plans, documentation, and referrals.
• Allocates time to provide direct assistance to staff across locations on outstanding patient cases.
• Monitors communication from patients, pharmacies, and outside organizations, and assists with sorting incoming voicemails and routing faxes to the appropriate department.
• Advises patient advocates on best practices and appropriate use of technology and maintain documentation and related administrative record keeping in reporting systems, as required by contracts.
• Develop and revise process plans, as needed.
• Use motivational interviewing to offer support and mentoring to Patient Advocates in both clinic and administrative settings to engage and retain patients in services.
• Addresses client concerns and complaints and escalates situations as appropriate.
• Works collaboratively with Clinic, Outreach, and Care Navigation staff to meet program goals and performance targets.
• Supports oversight and process improvement of Patient Advocate workflows related to revenue cycle management (RCM).
• Ensures adherence to standardized workflows for financial counseling, insurance navigation, and assistance program eligibility.
• Audits staff documentation to ensure accurate recording of eligibility determinations, billing plans, and financial counseling outcomes in the electronic health record.
• Coordinates with patient support, front desk, and clinical teams to support financial workflows and patient flow.
• Supports quality improvement by reviewing worklist use, patient routing accuracy, and counseling outcomes.
• Collects and analyzes programmatic data and makes recommendations for quality and programmatic improvements.
• Prepares and submits reports with quantitative and qualitative data.
• Assists with the administration of grants and financial assistance programs.
• Trains and supports staff on financial assistance workflows, insurance benefits basics, and use of system tools.
• Assists the Advocacy Program Manager with presentations, orientations, in-service programs, and trainings for program staff.
• Interprets program guidelines, and other policies and procedures for operations.
• Actively participates in patient- and program-related meetings and trainings.
• Attends program-related community, coalition, and committee meetings as assigned.
• Adheres to the clinic’s policies and procedures as it relates to the use and protection of confidential information.
• Adheres to professional ethics in the care of others.
• Seeks out additional tasks and opportunities from Advocacy Manager and/or Programs Director, when time permits.
• Performs additional related duties and fulfills responsibilities, as required.

Qualifications

• Bachelor’s degree in public health, humanities, social services, health education, or related field required; or relevant professional experience may be substituted in lieu of educational requirements.
• 2+ years of professional experience in public health, mental health, substance use, HIV prevention and care, social services, and/or health education is required.
• 1+ year professional experience in a lead or supervisory role.
• 1+ year of work experience as a patient advocate, case manager, health navigator, community health worker or equivalent.
• Must be compassionate and extremely knowledgeable about the healthcare system.
• Demonstrated understanding of safety net facilities, population health and special population care.
• Experience with LGBTQIA+ and/or other marginalized communities.

Requirements

• Bilingual (English/Spanish) a plus.
• Must have basic PC skills that include a combination of working in a Windows Operating System and Microsoft Outlook, Word, and Excel.
• Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards.
• Must have the ability to exercise a high degree of diplomacy and tact; excellent customer services and interpersonal communication skills.
• Cultural sensitivity and demonstrated ability to work with diverse people groups.
• Well-developed verbal and written communication skills in English; additional language abilities desirable.
• Ability to work well under pressure with minimal supervision.
• Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, and socio-economic classes.
• Ability to apply time management practices to prioritize, schedule and complete work effectively.
• Ability to work on multiple tasks or parts of tasks simultaneously.
• Must be able to work productively with other departments and employees.
• Ability to work with professionals from various partners and organizations.
• Usually works forty (40) hours per week; some weekends may be required.
• Ability to successfully manage conflict, negotiating “win-win” solutions.
• Must be able to multi-task, prioritize with strong time management skills.
• Exceptional follow-through on tasks and assignments.
• Must possess leadership qualities and be able to supervise and secure the cooperation of staff.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (403b)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Holidays)
• Short-Term & Long-Term Disability
• Training & Development
• Parental Leave
• Longevity Pay