Patient Advocate

About the role

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered in Troy, Michigan, we operate home-based primary care practices in 14 states, employing over 200 primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model.

Our mission is to bring personalized, quality-based healthcare to the home of patients who have difficulty accessing care. Our vision is that every patient deserves access to quality healthcare. Our values emphasize that the way we care is our legacy, every interaction counts, we go the extra mile, and we empower and support each other.

Responsibilities

• Serves as the first point of contact for callers with non-clinical inbound inquiries and overflow calls from the Patient Advocate – Pharmacy Technicians regarding refill requests.
• Uses appropriate judgement and process documentation to determine when interactions need to be transferred or escalated to another team.
• Documents all phone calls, interactions, and medication refill requests in the EHR promptly using standard documentation guidelines.
• Provides exceptional customer service to callers, adhering to customer service and call quality standards established by the organization.
• Maintains clear and compassionate communication with patients, family members, providers, and other external entities, representing the company professionally.
• Demonstrates exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset.
• Adheres to all company-established policies, procedures, quality standards, and productivity expectations.
• Assists patients and their delegates with patient portal access, password resets, and general troubleshooting.
• Adheres to the schedule established by the organization and complies with all state and federal laws, including HIPAA.
• Appropriately identifies, acknowledges, escalates, and/or addresses patient complaints, grievances, and concerns in a timely and effective manner.
• Collaborates with care team members to promote quality patient care, satisfaction, and outcomes.
• Participates in quality improvements as assigned.

In this role, you may work with the Advocacy Team, Providers, Patient Care Teams, Market Leaders (Managers), Patients, Family Members, other external entities, Facility Staff, and Caregivers.

Requirements

• High school diploma or GED.
• Graduated from an accredited CNA, PCT, MA, or EMT program or 1+ years of healthcare experience.
• Demonstrated experience with multitasking.
• Strong communication skills (written and spoken).
• Strong organizational skills and attention to detail.
• Proficiency in using electronic health records (EHR) systems, call center technology, and Microsoft Office Suite.
• Ability to communicate effectively with HarmonyCares providers, patient care teams, patients, family members, and facility staff.
• Knowledge of basic principles, practices, and techniques in primary healthcare.
• Ability to read and interpret written information and write clearly and informatively.
• Ability to speak clearly and persuasively in positive or negative situations, including listening, getting clarifications, and responding well to questions.

Preferred Qualifications

• Familiarity with Medicare and Medicaid insurances and programs.
• EMT certification and experience.
• Medical Assistant certification and experience.
• Experience with Aprima (EHR).

Benefits

• Health, Dental, Vision, Disability, and 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.

More details about the benefits we offer can be found at https://careers.harmonycares.com/benefits.

Pay

Posted pay range: USD $15.39–$20.00 per hour. Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related considerations.