[Hiring] Patient Advocate @HarmonyCares

Role Description

The Patient Advocate provides exceptional customer service to inbound inquiries and refill requests 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.

• Serves as the first point of contact for callers with non-clinical inbound inquiries and overflow calls from the Patient Advocate – Pharmacy Technicians regarding refill requests.
• Documents all phone calls, interactions, and Medication refill requests in the EHR promptly by utilizing standard documentation guidelines as required by HarmonyCares.
• Provides exceptional customer service to callers, adhering to customer service 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.
• Assists 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 care team members to promote quality patient care, satisfaction, and outcomes.
• Participates in quality improvements as assigned.

Qualifications

• 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.
• 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.

Requirements

• 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, 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!