Description

We hire to retire. Come join our amazing team of professionals offering total family wellness and healthcare to residents of 7 counties via our 13 offices in North Florida.

PERKS:

•  Work a Monday through Friday schedule from 8am - 5pm
•  Enjoy 12 PAID Holidays including your Birthday
•  Earn PTO that accrues upon start date at a rate of 40 hours every 3 months to use as you please.
•  Family focused company values for work/life balance
•  Pay increase after initial 90 days of employment

Position Summary

Patient Advocates Coordinators are responsible for all management and front desk administration duties, including but not limited to greeting guests, answering telephones, scheduling patients and payment collection.

Description of Primary Responsibilities

Responsible for customer service

1. Provide necessary customer and support services to patients of Palms Medical Group (PMG) within his/her field of training in accordance with stated policies and procedures of PMG.
2. Smile, welcome, and assist the patient upon their entry into the PMG clinic.
3. Answer, screen, and route telephone calls in a polite and professional manner.
4. Answer the telephone within three (3) rings.
5. Efficiently operate a multiline telephone. 
6. Know all PMG departments and services.
7. Responsible for patient check in
8. Verify accurate patient information with the appropriate signatures through Phreesia – demographics, insurance, consent, and medical history forms.
9. Be able to verify patient insurance online.
10. Collect on patient’s outstanding balance.
11. Collect charges for today’s visit.
12. Maintain knowledge of accepted insurance including deductibles, premiums, PPOs, HMOs, and provider charges.
13. Accurately and proficiently enter data into NextGen EPM.
14. Maintain efficient patient flow with regard to front desk and clinic operations.
15. Know how to schedule and preschedule an appointment.
16. Assure patients, visitors and vendors are announced and routed to the appropriate departments.
17. Maintain orderly and professional work areas.
18. Maintain encounter logs.
19. Understand, articulate and sign the patient up for the sliding fee scale.
20. Responsible for patient check out
21. Greet and communicate with patients in a professional and courteous manner.
22. Collect patient encounter form.
23. Verify the procedure and diagnosis code.
24. Collect charges for services delivered.
25. Collect on patient’s outstanding balance.
26. Accurately perform end-of-day activities, including but not limited to; assuring all encounters are accounted for, reconciling cash drawer, reconciling charges, submitting reconciled balance sheet, deposits and encounters to the Finance Department each day, and maintaining encounter and cash flow logs.
27. Responsible for administrative duties 
28. Read and adhere to the Front Desk Policy Manual.
29. Check emails at least twice daily.
30. Navigate NextGen, Dash, and Phreesia proficiently.
31. Appropriately task clinical related questions to nursing staff via EHR after 10:00 AM.
32. Oversee the daily front desk activities: employee schedules, work flow and documentation.
33. Review, edit and submit employee time cards to Human Resources.
34. Grant employee leave in accordance with PMG policy and staffing considerations.
35. Direct patient complaints and grievances to the VP of Business Continuity & Client Relations. 
36. Participate in QA/QI and other meetings as directed by the Regional Manager or VP of Practice Management.
37. Completes a monthly audit and submit results to one drive. Assist with audits and surveys as directed by Regional Manager.
38. Establishes staff and provider schedules, allocation of staff, and assures effective patient care. Works with Administration to ensure coverage for Trenton Saturday Clinic and after hours on call.
39. Understands how to create and alter provider templates
40. Orients and rotates office staff through various office duties to ensure cross coverage in all job areas. 
41. Ensures assessment of staff performance, including 30- and 90-dayasissts review on all new hires and annual review on established employees.
42. Sets departmental goals and monitors staff progress toward goals. 
43. Oversees daily deposits and ensures batch reports/encounters are sent to the Finance Department accurately and timely.
44. Conducts office staff meetings regularly. 
45. Monitors Paychex, adding any edits, responding to requests for leave within 24 hours and limiting overtime. Ensures all Paychex time is approved within HR protocol. Verifies all timesheets for salaried employees are sent to Payroll, timely. 
46. Oversees inventory and ordering of office and clinical supplies. 
47. Ensures patient satisfaction surveys are distributed and results tallied and reported monthly.
48. Assure that provider templates are used appropriately.
49. Submits a bi-weekly report to Regional Manager and VP of Practice management.
50. Understand and administer HR policies and procedures and ensure staff compliance. Assures staff meets deadlines on projects assigned i.e. annual training, health requirements.
51. Perform any other duty assigned by the Regional Manager, VP of Practice Management, or CEO to improve the efficiency of PMG.

Requirements

Description of Primary Attributes

General Development:

1. Must be organized, a self-starter and detailed oriented
2. Job duties require the ability to work independently and as part of a team
3. Expected to multitask 
4. Expected to train, mentor and coach patient advocate staff
5. Expected to stay at clinic until the last patient leaves
6. Expected to travel and cover other sites during patient advocate absences

Professional & Technical Knowledge:

• 1. Employee will have a Working Knowledge of the following office equipment:
• Multiline Telephone
• Copier
• Computer
• Scanner
• Fax Machine
• Calculator
• 2. Employee will be expected to navigate and operate Microsoft Office suite products, including Word and Excel 

Licenses & Certifications:

1. High School Diploma or Equivalent
2. Prefer prior customer service experience and cash handling responsibility
3. Two (2) years’ experience in a supervisory role 

Communications Skills:

1. Effectively communicates complex and/or technical information to co-workers, patients and/or vendors

Physical/Mental/Emotional Demands:

• Standing for long periods of time
• Sitting for long periods of time
• Viewing a computer monitor for long periods of time
• Bending
• Stretching / Reaching
• Walking short distances
• Lifting up to 50 pounds
• Operating office equipment (computer, fax machines, telephones and copy machines)
• Reading forms / Instructions / Patients Charts 
• Communicating well to people of various ages, educational levels, cultural backgrounds in person or by telephone
• Exposure to potentially violent / irate patients
• Health / Safety Consideration of Position
• Exposure to chemical infectious / contagious illness
• Exposure to chemical and inhalation of antibiotics during reconstitution
• Exposure to X-Ray radiation 
• Exposure to a variety of scents and odors
• Must utilize universal precaution in clinical or exposure situations as prescribed by federal state, and local guidelines and /or laws