Patient Experience Advocate I Full Time NEW

Job Responsibilities:

1. Proactively, warmly, and respectfully greets and/or directs patients upon arrival.
2. Manages front desk responsibilities, including check-in and new patient registration.
3. Upholds clinic guidelines and standards related to Patient Confidentiality (HIPAA).
4. Reviews and/or obtains demographics and insurance information per protocol, collects copayments and balances due on the account from patients, and maintains accurate billing ledgers/receipts daily.
5. Communicates the organization’s expectation of payment at the time of service to the patient.
6. Identifies patients in need of financial assistance and refers patients to Patient Financial Services when necessary.
7. Assists patients with appointment scheduling and other tasks as requested.
8. Helps maintain clinic flow by strategically directing patients into exam rooms on time.
9. Facilitates the completion of patient surveys and questionnaires.
10. Advocates for patients and promotes access through accommodation and “jockeying” of provider schedules as needed.
11. Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for a concise and timely flow of information.
12. Maintains knowledge of reference materials for Medicare, Medicaid, and third-party payers.
13. Notifies the team and helps expedite rooming of all acutely ill or possibly contagious patients.
14. Works assigned EPIC work queues, following the department’s workflow process as assigned.
15. Provides information and assistance to people seeking services and keeps patients aware of any appointment delays.
16. Call Center duties as assigned.
17. Assists with new employee onboarding.
18. Manages stressful situations in the most empathetic manner.
19. Maintains cleanliness and order of lobby and desk and participates in Infection Control through appropriate stocking of supplies and enhanced seasonal cleaning schedule.
20. Maintains a uniform, professional appearance that communicates respect, safety and warmth.
21. Proactively communicates issues involving customer service and process improvement opportunities.
22. Performs other duties as assigned.

QUALIFICATIONS:

1. High school diploma or GED.
2. Successful completion of in-house training/orientation.
3. Medical experience in a clinic or hospital setting helpful.
4. Must be a friendly, dynamic communicator with the ability to multi-task and make sound/quick decisions in a high stress environment.
5. Must have leadership and assertiveness skills.
6. Must have a clear voice, a pleasant presentation, along with a pleasant attitude.
7. Familiarity with computers helpful.
8. Ability to relate well to people from diverse ethnic and cultural backgrounds.
9. Bilingual (Spanish/English or Hmong/English) required.