Patient Advocate

Patient Advocate

Reports to:
Executive Director
Clinical Medical Director
Director of Operations

Organizational Peers:
Clinic Nurse Manager
Laboratory Manager
Radiology Supervisor
Quality Service Program Liaison Manager
Patient Services Manager

Direct Reports:
N/A

Job Summary: The Patient Advocate/ Privacy Officer is a non-exempt position responsible for working directly with patients and their families to discuss any questions, complaints, comments, concerns or suggestions. He/she advocates for the patient in resolution of concerns. Privacy Officer tasks include but are not limited to investigating and reporting to Dignity Health Compliance Team all privacy concerns as outlined in clinic privacy policies.
Performance Requirements;

Knowledge:

  1. Knowledge of medical terminology and practice protocols related to appointment scheduling.
  2. Knowledge of confidentiality requirements related to patient information.
  3. Knowledge of medical practice clinical and administrative systems, including financial policies.
  4. Relies on extensive experience and judgment to plan and accomplish goals.

Skills:

  1. Skill in establishing and maintaining effective working relationships with other employees, patients, organizations and the public.
  2. Analyze and flowchart procedures and work flow to achieve optimum efficiency and accuracy.

Abilities:

  1. Ability to communicate in writing, over the phone and in person with internal and external customers.
  2. Ability to anticipate, recognize, evaluate, solve problems, and correct errors.
  3. Ability to collaborate with all levels of clinicians and staff to meet clinic needs.
  4. Ability to analyze data reports and make recommendations for improvement.
  5. Ability to conceptualize workflow, develops plans, and implements appropriate actions

Major Duties and Accountabilities:

  1. Serves as the clinic contact to resolve patient/family concerns and complaints and Insurance grievances.
  2. Gathers and researches appropriate information related to patient care, reimbursement, or community resource issues. Follows complaint through to resolution and provides feedback to patient/family. Facilitates relationships with public.
  3. Works with staff and Clinicians to resolve concerns and improve services, taking advocacy position.
  4. Tracks and analyzes all concerns and complaints. Identifies problematic trends and makes recommendations for correction. Produces regular overview reports to various committees.
  5. Develops referral systems with human services agencies and collaborates with community resource network.
  6. Responsible for auditing, investigating and reporting HIPAA incidents to the Dignity Health Compliance Team.

Position Competencies:

  1. Role model for organization’s core values
  2. Customer Service: Demonstrates the highest standards for friendly, courteous and caring interaction with patients, physicians, customers, and fellow employees.
  3. Analytical
  4. Organization and presentation abilities
  5. Professional presence
  6. Coaching and teaching/Development of staff
  7. Communication Demonstrates ability to accept and understand instructions, expresses self clearly and concisely.
  8. Adaptability/Flexibility Demonstrates the ability to cope with pressure, grasp new ideas and methods, and adjust responses to meet the changing work environment.
  9. Independence/initiative Demonstrates reliability, follow‑through, ability to work with minimum supervision, and desire and ability to accept additional responsibility.
  10. Confidentiality
  11. Emotional Intelligence Maintain basic emotional and social competencies to include self-awareness, self-regulation, motivation, empathy, and social skills.

Job Qualifications:

Equipment operated: Standard office equipment with emphasis on computer hardware and software
Education/Experience: GED or High School Diploma. Preferred Bachelor’s degree in human relations/social services, communications, marketing, or business/health administration. Minimum two years of experience in customer services, with at least
six months of experience in health care setting. Patient representative experience preferred. Electronic Health Record experience preferred.

Physical: Primarily clinic office setting. Some travel within the community. Employee with have constant contact with individuals from many backgrounds. Job will have minimum exposure to communicable diseases along with frequent stress from dealing with tense individuals in uncomfortable situations and complex patient advocacy issues.. Physically there will be a combination of sitting, walking, and standing.