Patient Advocate

Job Type: Full-time. Department: Patient Access / Admissions. Reports to: Call Center Manager / Director of Operations. Location: Remote (candidates must have a home office in West Michigan – Grand Rapids or Lakeshore area). Status: Full‑Time.

About the role

Our Patient Advocate serves as the first point of contact for prospective and existing Pelvic Rehabilitation Medicine (PRM) patients. This role blends high-touch patient advocacy with a consultative admissions approach, guiding patients through education, qualification, and scheduling with the goal of converting qualified inquiries into completed consultations and admissions. The ideal candidate is empathetic, confident, patient-focused, and motivated by helping patients take the next step in their care journey.

Responsibilities

• Educate patients on chronic pelvic pain conditions and PRM’s treatment approach.
• Actively listen to patient concerns and provide clear, supportive guidance.
• Ensure every patient interaction reflects PRM’s standards of excellence and care.
• Handle inbound and outbound calls, texts, and emails from new and existing patient leads.
• Qualify patients based on clinical appropriateness and readiness for consultation.
• Address hesitations and objections using a patient-centered, educational approach.
• Accurately document and navigate all patient interactions in CRM/EHR systems.
• Track lead status, outcomes, and follow-up activity.
• Always maintain compliance with HIPAA and PRM policies.

Required Qualifications

• 2+ years of experience in healthcare contact center, patient intake, admissions, or patient-facing customer service.
• Strong verbal communication and active listening skills.
• Ability to guide conversations toward next steps while maintaining a patient-first mindset.
• Proficiency with CRM, EHR, and softphone systems.
• High attention to detail and strong organizational skills.
• Self-motivated, ability to work remotely.

Preferred Qualifications

• Experience in specialty healthcare, medical intake, or patient coordination.
• Background in women’s health, pain management, or specialty clinics.
• Familiarity with medical terminology.
• Experience in goal-oriented or performance-driven environments.

Key Competencies

• Empathy and professionalism
• Patient-centered communication
• Confidence guiding decision-making
• Persistence and follow-through
• Accountability and teamwork