Patient Advocate I

Essential Job Responsibilities

• Serve as the primary clinic contact to resolve patient concerns and complaints
• Take patient complaints by phone or in person and work within the system to resolve the patients’ concern to the satisfaction of the patient whenever possible
• Interact with or refer to physicians or other clinic personnel including administration
• Understand clinic policies and procedures
• Work with staff to resolve concerns and improve services; take an advocacy position with all patients
• Offer information to patients and direct them to various providers/specialties within Tanner Clinic
• Provide community resources to patients and/or staff to facilitate individualized care in and outside of Tanner Clinic
• Answer patient portal questions and send invitation to create an account
• Maintain waiting rooms at all locations with Patient Advocate business cards
• Encourage staff to utilize the patient advocate as a resource in helping to improve the patient experience
• Trend problem areas as they relate to the patient experience
• Document all calls and in-person visits
• Answer questions for patients regarding policies and protocols with the goal of limiting patient frustration and avoid transferring questions to various departments
• Work as a team to develop the Patient Experience Department to promote fluid patient/provider feedback resulting in improvement of patient relations throughout Tanner Clinic
• Support patients who may need support during their scheduled service at Tanner Clinic

Requirements

• Education: High School Degree or equivalent; bachelor degree preferred
• Experience: Minimum two years of experience in customer service; at least six months of experience in a health care setting. Patient care experience preferred.
• Knowledge: Knowledge of the healthcare field i.e., clinical and administrative systems, departments, and medical practices Including: clinic financial policies and reimbursement payment requirements Knowledge of counseling, conflict resolution, and customer service principles and applications Knowledge of research methods to identify issues and clarify policies; understanding of medical terminology
• Skills: Analyze data, policies, and requirements to prepare an objective and comprehensive reports using computers for both research and reporting Defuse tense situations through diplomatic problem-solving Balance the needs of clinic with the needs of patient
• Abilities: Communicate effectively with patients, staff, and external contacts via phone, in person, and through well-written communications Demonstrate leadership to resolve immediate and long-term patient concerns Establish and maintain effective relationships with a variety of people
• Equipment: Operated Standard office electronic equipment
• Work Environment: Office setting with some interactions throughout the clinic Consistent contact with individuals from diverse backgrounds Minimal exposure to communicable diseases Frequent stress from tense and uncomfortable situations
• Mental/Physical Requirements: Combination of sitting, standing, walking, and climbing stairs Frequent stress dealing with complex patient advocacy issues