What are the responsibilities and job description for the Call Center Patient Advocate (Patient Intake & Admissions) position at Pelvic Rehabilitation Medicine?
Job Type
Full-time
Description
Call Center Patient Advocate (Patient Intake & Admissions)
Department: Patient Access / Admissions Reports to: Call Center Manager / Director of Operations
Location: Remote or Hybrid (PRM Clinic Support)
NOTE: Must reside in one of the following states: California, Florida, Georgia, Illinois, Maryland, Michigan, New Jersey, New York, Ohio, Tennessee, Texas, Virginia)
Status: Full-Time
Role Overview
Our Patient Advocate serves as the first point of contact for prospective and existing Pelvic Rehabilitation Medicine (PRM) patients. This role blends high-touch patient advocacy with a consultative admissions approach, guiding patients through education, qualification, and scheduling with the goal of converting qualified inquiries into completed consultations and admissions.
The ideal candidate is empathetic, confident, patient-focused, and motivated by helping patients take the next step in their care journey.
Key Responsibilities
Patient Advocacy & Experience
Required Qualifications
Full-time
Description
Call Center Patient Advocate (Patient Intake & Admissions)
Department: Patient Access / Admissions Reports to: Call Center Manager / Director of Operations
Location: Remote or Hybrid (PRM Clinic Support)
NOTE: Must reside in one of the following states: California, Florida, Georgia, Illinois, Maryland, Michigan, New Jersey, New York, Ohio, Tennessee, Texas, Virginia)
Status: Full-Time
Role Overview
Our Patient Advocate serves as the first point of contact for prospective and existing Pelvic Rehabilitation Medicine (PRM) patients. This role blends high-touch patient advocacy with a consultative admissions approach, guiding patients through education, qualification, and scheduling with the goal of converting qualified inquiries into completed consultations and admissions.
The ideal candidate is empathetic, confident, patient-focused, and motivated by helping patients take the next step in their care journey.
Key Responsibilities
Patient Advocacy & Experience
- Educate patients on chronic pelvic pain conditions and PRM’s treatment approach.
- Actively listen to patient concerns and provide clear, supportive guidance.
- Ensure every patient interaction reflects PRM’s standards of excellence and care.
- Handle inbound and outbound calls, texts, and emails from new and existing patient leads.
- Qualify patients based on clinical appropriateness and readiness for consultation.
- Address hesitations and objections using a patient-centered, educational approach.
- Accurately document and navigate all patient interactions in CRM/EHR systems.
- Track lead status, outcomes, and follow-up activity.
- Always Maintain compliance with HIPAA and PRM policies.
Required Qualifications
- 2 years of experience in healthcare contact center, patient intake, admissions, or patient-facing customer service.
- Strong verbal communication and active listening skills.
- Ability to guide conversations toward next steps while maintaining a patient-first mindset.
- Proficiency with CRM, EHR, and softphone systems.
- High attention to detail and strong organizational skills.
- Self-motivated, ability to work remotely.
- Experience in specialty healthcare, medical intake, or patient coordination.
- Background in women’s health, pain management, or specialty clinics.
- Familiarity with medical terminology.
- Experience in goal-oriented or performance-driven environments.
- Empathy and professionalism
- Patient-centered communication
- Confidence guiding decision-making
- Persistence and follow-through
- Accountability and teamwork