Patient Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver outstanding customer service in response to incoming inquiries and refill requests from both external and internal sources.

• Achieve first-contact resolution during phone interactions and determine appropriate times to transfer or escalate calls.

• Act as the initial point of contact for non-clinical inquiries and handle overflow refill-request calls.

• Accurately document phone calls, interactions, and medication refill requests in the EHR without delay.

• Comply with customer service standards, call quality metrics, policies, procedures, quality benchmarks, and productivity goals.

• Engage compassionately with patients, their family members, healthcare providers, and external organizations.

• Assist patients and authorized representatives with accessing the patient portal, resetting passwords, and troubleshooting issues.

• Adhere to the organizational schedule.

• Follow HIPAA regulations along with all applicable state and federal laws.

• Recognize, acknowledge, escalate, and resolve patient complaints, grievances, and issues.

• Collaborate with care team members to enhance patient care quality, satisfaction, and outcomes.

• Participate in designated quality improvement initiatives.

⛳️ Requirements

• High school diploma or GED.

• Completion of an accredited CNA, PCT, MA, or EMT program or at least 1 year of healthcare experience.

• Proven ability to manage multiple tasks simultaneously.

• Excellent communication skills, both written and verbal.

• Strong organizational abilities and meticulous attention to detail.

• Proficient in using electronic health records (EHR) systems, call center technology, and the Microsoft Office Suite.

• Capable of effective communication with HarmonyCares providers and patient care teams.

• Skilled in communicating with patients, their family members, and facility staff.

• Understanding of fundamental principles, practices, and techniques in primary healthcare.

• Ability to read and interpret written information and convey information clearly and informatively.

• Proficient in speaking clearly and persuasively in both positive and negative situations, including actively listening and clarifying as needed.

• Familiarity with Medicare and Medicaid insurances and programs.

• EMT certification and relevant experience.

• Medical Assistant certification and relevant experience.

• Experience with Aprima (EHR).

🏝️ Benefits

• Health, Dental, Vision, Disability & Life Insurance.

• 401K Retirement Plan with company match.

• Tuition, Professional License, and Certification Reimbursement.

• Paid Time Off, Holidays, and Volunteer Time.

• Paid Orientation and Training.