Care Guide Advocate

Job Title: Care Guide Advocate

Guided by our core values and commitment to your success, we provide health, financial and lifestyle benefits to ensure a best-in-class employee experience. Some of our offerings include:

• Highly competitive total rewards package, including comprehensive medical, dental and vision benefits as well as a 401(k) plan that both the employee and employer contribute
• Annual incentive bonus plan based on company achievement of goals
• Time away from work including paid holidays, paid time off and volunteer time off
• Professional development courses, mentorship opportunities, and tuition reimbursement program
• Paid parental leave and adoption leave with adoption financial assistance
• Employee discount program

Job Description Summary:

The Care Guide Advocate is an integral role within the Care Team who will fulfill key patient-experience responsibilities by managing patient interactions at Spira Care from the moment they walk in the door and assist patients with navigating through the complexities of insurance benefits and healthcare to make the experience simple, personal and transparent. They will effectively leverage a myriad of skill sets to provide the patient a seamless healthcare experience, blending administrative, educational and customer service functions. Our Care Teams are made up of professionals with diverse backgrounds, experiences, and focus areas who are curious, empathetic, and collaborative. Spira Care was designed with our patients at the center of their Care Teams. This collaborative, patient-centered approach to primary care offers patients a one-of-a-kind healthcare experience and offers healthcare professionals an opportunity to really see the impact they can make in their patients' lives.

Job Description:

• Provide a high degree of customer service and professionalism when interacting with patients in person, by phone or email; ability to emphasize with patients and diffuse difficult situations professionally and in a caring manner.
• Checks patients in and out for appointments/services; ensures follow-up appointments are scheduled at the appropriate interval. Works through assigned EMR inboxes.
• Assists patients with completion of paperwork upon registration. Notifies the appropriate staff member and assists the patient in being seen in a timely manner.
• Manages projects, competing priorities and deadlines to ensure project timelines are met and patients receive information in a timely manner.
• Assist Care Guide RN with care coordination including pre-visit planning, clinical pathway adherence, care gap identification and management, ER/inpatient discharges, transitions of care in conjunction with clinical team collaboration.
• Ensures accurate and complete information within electronic medical records system; assists with uploading medical records or forms to patient's chart in an accurate, timely and compliant manner.
• Protect/observe patient privacy and confidentiality, per external regulatory requirements (HIPAA) and internal policy and procedure.
• Ensure front desk and lobby area remain neat and organized; responsible for restocking supplies, disinfecting furniture/toys, and resetting conference room.
• Maintains confidentiality of all regulated information in compliance with state and federal laws; Reads, understands and follows medical policy and all corporate, divisional and departmental policies and procedures. Including but not limited to: Protected Health Information (PHI), Personal Identifiable Identification (PII). Meets individual quality performance standards and annual targets for program performance as mutually agreed to by management team to maximize program value. Ensures compliance with applicable URAC and NCQA accreditation guidelines and state and federal regulations.
• May be required to travel between Care Centers.

Minimum Qualifications

• High School diploma.
• 2-3 years in customer service.
• Strong computer skills and experience with Electronic Medical Record systems. Intermediate knowledge of Microsoft Windows applications.
• Exceptionable verbal communication skills.
• Ability to work effectively in a fast-paced environment with competing priorities.
• Ability to effectively present information and respond to questions from groups of managers, members, external resources, and our patients.
• Ability to define problems, collect data, establish facts, and draw valid conclusions and action plans.
• Ability to work with a variety of member tools/applications used to access and document health and basic insurance information and support member interactions thru various communication channels (phone, chat, email, etc.).
• Spira Care has specific vaccination requirements as a condition of employment. You must be able to comply with this condition of employment with or without reasonable accommodation based on a sincerely held religious belief or a disability.

Preferred Qualifications

• Experience in healthcare or medical office.
• Experience with Athena Health EHR.

Spira Care is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.