Patient Advocate

Job Summary

The Patient Advocate is responsible for managing patient appointments, ensuring a seamless check-in process, assisting patients with financial and resource navigation, and maintaining accurate financial and administrative records. This role requires strong customer service skills, attention to detail, and the ability to work effectively in a fast-paced clinical environment while promoting teamwork and meeting performance objectives.

Key Responsibilities

• Schedule patient appointments, follow-ups, and procedures based on provider availability and clinic protocols.
• Confirm, reschedule, and manage cancellations while minimizing scheduling conflicts.
• Provide patients with appointment details, preparation instructions, and necessary documentation.
• Greet patients warmly and ensure a positive first impression at check-in.
• Verify patient demographics, insurance information, and required documentation.
• Collect co-pays, outstanding balances, and necessary forms.
• Obtain and scan patient identification, insurance cards, and consent forms.
• Maintain updated and accurate patient information in the electronic medical records (EMR) system.
• Answer phone calls, respond to patient inquiries, and provide general clinic information.
• Assist with daily reports, appointment reminders, and other clerical tasks as needed.
• Act as a liaison between patient and clinical teams through in-basket messaging, tasks and medication requests.
• Assist patients with connecting to financial assistance programs, including Medicaid applications, sliding-scale enrollments, and payment agreements.
• Guide patients who have difficulties completing paperwork or understanding medical/financial information.
• Educate patients about available community resources and facilitate access to appropriate services.
• Display sensitivity to patient needs, ensuring a compassionate, patient-centered approach.
• Maintain daily cash balancing and reporting to ensure accurate financial transactions.
• Handle patient payments, generate receipts, and reconcile end-of-day collections.
• Promote effective working relations and work as part of a team to facilitate the organization's ability to meet its goals and objectives.
• Attain all agreed-upon goals and objectives within specified time frames, contributing to the organization's overall mission.
• Consistently meet monthly individual productivity goals and key performance indicators (KPIs) as determined by Management.
• Ensure strict adherence to healthcare privacy regulations, such as HIPAA, when handling patient information and medical records.
• Perform all other duties as assigned to support clinic operations.

Qualifications

• Associate's degree or healthcare-related certification preferred
• One year of progressive work experience in a medical setting preferred
• Proficient in Windows based computer program
• Excellent telephone, interpersonal, and communication skills