Patient Advocate Specialist (bilingual Haitian Creole) - Orlando Health, Orlando Regional Medical Center

About the role

Patient Funding Alternatives (PFA) is dedicated to removing barriers for Medicaid-eligible and medically underserved individuals, partnering with hospitals to facilitate employer-sponsored health insurance coverage.

Responsibilities

• Educate patients and families about the HIPP program in a clear, compassionate, and culturally sensitive manner.
• Assess family dynamics and adapt communication style to meet individual needs.
• Obtain necessary authorizations and documentation from patients/families.
• Foster trust with patients while maintaining appropriate professional boundaries.
• Demonstrate cultural competence and empathy when engaging with vulnerable populations.
• Accurately collect all essential data for HIPP applications.
• Employ proactive problem-solving to overcome barriers and ensure timely, accurate submissions.
• Collaborate seamlessly with the Patient Financial Assistance (PFA) team to finalize enrollments.
• Consistently deliver against performance metrics such as enrollments completed, case resolution time, and documentation accuracy.
• Clarify how employer-provided health insurance works in coordination with Medicaid.
• Verify and update ongoing patient eligibility for HIPP to maintain continuity.
• Assist with resolving insurance-related issues upon request from patients or clients.
• Utilize PFA’s CRM/case management system to manage referrals and patient records.
• Upload, scan, and securely transmit required documentation.
• Record patient interactions meticulously in compliance with privacy and legal standards.
• Efficiently operate Apple tools such as iPads and iPhones for enrollment-related tasks.
• Represent PFA as the onsite contact at the hospital.
• Establish and maintain collaborative relationships with hospital staff, state agency personnel, and community partners.

Qualifications

• High school diploma or GED and completion of formal training in customer service, patient services, healthcare administration, social services, or case management.
• Foundational knowledge of healthcare terminology and insurance processes gained via coursework or certification.
• Ability to pass hospital credentialing, including vaccinations and drug/alcohol screening.
• Full Bilingual proficiency in Haitian Creole.

Preferred Qualifications

• Associate’s or Bachelor’s degree in Social Work, Healthcare Administration, Public Health, or related field.
• Training in motivational interviewing, trauma-informed care, or medical billing/coding.
• Continuing education in Medicaid/Medicare eligibility, health equity, or patient advocacy.
• Three to five years’ experience in patient-facing roles within a healthcare setting.

Core Skills & Competencies

• Technical Skills - Proficiency with CRM or case management systems. Knowledge of Medicaid/Medicare eligibility and benefits coordination. Ability to interpret medical billing and insurance documents. Strong compliance-based documentation practices.
• Interpersonal Skills - Active listening and empathetic communication. De-escalation tactics for emotionally distressed patients. Cultural awareness and sensitivity in communication. Collaboration with cross-functional teams, including hospital and internal staff.

Key Traits for Success

• Mission-Driven Advocacy - Consistently puts patient needs first.
• Ego Resilience - Thrives amid adversity and changing demands.
• Empathy - Provides compassionate support while ensuring professionalism.
• Urgency - Balances speed and sensitivity in patient interactions.
• Detail Orientation - Ensures accuracy and completeness in documentation.
• Cultural Competence - Demonstrates respect and understanding of diverse experiences.
• Adaptability - Successfully operates in evolving policy and procedural environments.

Additional Information

Our Benefits - Supporting You Inside and Out
At Patient Funding Alternatives, we understand that caring for others starts with caring for our own people. That's why we offer a comprehensive, industry-leading benefits package designed to support your health, your future, and your wellbeing. Our team members enjoy medical, dental, and vision coverage through UnitedHealthcare and Guardian, employer-paid life and disability insurance, and a 401(k) plan with company match. We also invest in your wellness—up to $100 annual reimbursement for fitness, mindfulness, and wellness activities, plus access to mental health tools like the Calm Health app and a 24/7 Employee Assistance Program. From flexible spending accounts to nationwide fitness programs and virtual care, PFA is committed to helping you stay healthy, balanced, and thriving—both at work and beyond.