PATIENT ADVOCATE

Position Summary

The Patient Advocate is a Tier 2 escalation owner responsible for resolving complex patient issues from start to finish, focusing on investigating problems, coordinating across teams, and ensuring a clear, compliant resolution. This position acts as the bridge between patients, providers, and internal departments, shielding providers from non-clinical issues while maintaining a consistent and professional patient experience. The Patient Advocate is also responsible for identifying root causes of recurring problems and providing insights that improve processes and reduce future escalations.

This position is part-time.

Key Responsibilities

• Take full ownership of escalated cases from Customer Service.
• Manage cases end-to-end, ensuring resolution without returning ownership to other teams.
• Serve as the single point of contact for complex patient issues.
• Investigate timelines, provider interactions, and communication records.
• Identify root causes of issues (process failure, communication breakdown, patient misunderstanding, etc.).
• Collaborate with Customer Service, Provider Ops, QA, and HR.
• Deliver clear, professional, and consistent communication to patients.
• De-escalate high-conflict situations using sound judgment and empathy.
• Set accurate expectations regarding processes, timelines, and outcomes.
• Ensure compliance with Fair Housing Act and HUD guidance.
• Track cases, identify trends, and provide weekly reports.

Key Performance Indicators (KPIs)

• Reduction in escalations.
• Time to resolution.
• Decrease in repeat complaints.
• Quality of reporting insights.
• Reduction in refunds/chargebacks.

Qualifications

• 2+ years in escalation management, customer service, or healthcare support.
• Strong analytical and communication skills.
• Ability to handle sensitive/high-conflict situations.
• Preferred: telehealth or ESA/PSA experience.