On-Site Patient Advocate

About the Role

An On-Site Patient Advocate builds working relationships, solves problems, and supports patients while they learn coverage options at both federal and state levels. This role requires superior customer service skills, the ability to work as part of a hospital-based team, and a strong commitment to a "patient-first" ideology. The position involves high-volume face-to-face patient interactions, independent work, and collaboration with hospital staff.

Responsibilities

• Communicate clearly, timely, and positively with patients, demonstrating strong interpersonal skills.
• Learn quickly and navigate effectively through multiple systems.
• Maintain professionalism and composure in urgent or confrontational situations.
• Use effective critical thinking, problem-solving, and decision-making skills.
• Manage time and tasks efficiently in a fast-paced, multi-tasking environment.
• Collect and review patient information to determine eligibility for programs.
• Prepare, review, and maintain accurate and complete documents and files.
• Complete insurance applications after determining patient eligibility.
• Provide routine account follow-up and ensure adequate documentation.
• Develop and maintain professional relationships with hospital staff.
• Uphold confidentiality in compliance with PHI and HIPAA regulations.
• Exemplify The WellFund’s Mission, Vision, and Core Values in all professional behavior.
• Collaborate with management to identify learning needs and set goals.
• Stay updated on departmental and hospital policies and procedures.
• Support team efforts and accept additional assignments as needed.
• Perform other duties as assigned by management.

Requirements

• High school diploma or equivalency.
• One year of experience as a Patient Advocate or equivalent training and experience.
• Computer proficiency and ability to learn multiple databases.
• Excellent verbal and written communication skills.
• Ability to multi-task (e.g., speaking on the phone while typing).
• Ability to work in a fast-paced, changing environment.
• Considerable knowledge of Medicaid programs and the Federal Marketplace.
• General knowledge of agency and provider programs affecting clients/applicants.
• Strong mathematical reasoning and computational skills.
• Ability to read, analyze, and interpret rules, regulations, and procedures.
• Ability to communicate effectively with clients, the public, and officials.
• Teamwork skills to collaborate on tasks and meet structured deadlines.
• High level of accuracy in performing repeated tasks.
• Working knowledge of HIPAA and Red Rule regulations.

Work Environment

Work is performed independently using basic guidelines, with occasional guidance from the department’s Manager. The role involves handling a variety of reports, documents, and computer systems, requiring good judgment. The incumbent works in a team but operates independently, making a substantial impact on patient outcomes. Routine interactions include patients, management, hospital staff, and internal or affiliate company associates.