Patient Experience Advocate I

:

• Proactively, warmly, and respectfully greet and/or direct patients upon arrival.

• Manages front desk responsibilities, including check-in and new patient registration.

• Uphold clinic guidelines and standards related to Patient Confidentiality (HIPAA).

• Review and/or obtain demographics and insurance information per protocol, collect copayments and balances due on the account from patients, and maintain accurate billing ledgers/receipts daily.

• Communicates the organization's expectation of payment at the time of service to the patient.

• Identifies patients in need of financial assistance and refers patients to Patient Financial Services when necessary.

• Assist patients with appointment scheduling and other tasks as requested.

• Help maintain clinic flow by strategically directing patients into exam rooms on time.

• Facilitate the completion of patient surveys and questionnaires.

• Advocate for patients and promote access through accommodation and “jockeying” of provider schedules as needed.

• Maintain excellent public relations with patients, families, and clinical staff as well as demonstrate a willingness and ability to work collaboratively with others for a concise and timely flow of information.

• Maintains knowledge of reference materials for Medicare, Medicaid, and third-party payers.

• Notify the team and help expedite rooming of all acutely ill or possibly contagious patients.

• Work assigned EPIC work queues, following the department's workflow process as assigned.

• Provide information and assistance to people seeking services and keep patients aware of any appointment delays.

• Call Center duties as assigned.

• Assist with new employee onboarding.

• Manage stressful situations in the Most empathetic manner.

• Maintain cleanliness and order of lobby and desk and participate in Infection Control through appropriate stocking of supplies and enhanced seasonal cleaning schedule.

• Maintain a uniform, professional appearance that communicates respect, safety and warmth.

• Proactively communicates issues involving customer service and process improvement opportunities.

• Perform other duties as assigned.

QUALIFICATIONS:

• High school diploma or GED.

• Successful completion of in-house training/orientation.

• Medical experience in a clinic or hospital setting helpful.

• Must be a friendly, dynamic communicator with the ability to multi-task and make sound/quick decisions in a high stress environment.

• Must have leadership and assertiveness skills.

• Must have a clear voice, a pleasant presentation, along with a pleasant attitude.

• Familiarity with computers helpful.

• Ability to relate well to people from diverse ethnic and cultural backgrounds.

• Bilingual (Spanish/English or Hmong/English) required.

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