Job Code/Title: Rise Patient Advocate

Department Name: Service Line Partner       

Reports To (Title): Rise Program Director

FLSA:  Non-Exempt

Summary: Rise Patient Advocates will be responsible for interviewing patients, identifying care problems, making referrals to appropriate healthcare services, directing patient inquiries and complaints, facilitating satisfactory resolutions

Essential Functions:

A:  Job Specific

• Creating long term relationships with patients to ensure their success
• Supporting patients through the treatment process
• Communicating with clients and families to ensure they are following through with treatment plans
• Following up with patients post discharge and documenting all encounters to track their recovery
• Maintaining client records and treatment reports
• Resolving any complaints by listening to patients and their families
• Collaborate with the onsite treatment team to ensure that they are receiving the resources that they need
• Facilitates weekly alumni recovery meeting
• Organizes alumni events within the community
• Being active in the recovery community and meeting with alumni on a regular basis based on treatment plan
• Help monitor all incoming calls and emails for the admissions workflow and look for ways to improve productivity and conversion rates
• Capable of advising callers on the treatment process and position potential clients past their barriers to treatment
• Help provide phone coverage and conduct pre-assessments over the phone
• Verify insurance benefits of potential clients
• Schedule intakes and assist clients with understanding their insurance benefits.
• Collaborate with other members of the team to ensure potential referrals and calls are proactively responded to, triaged and assessed for admission
• Upon initial contact, provide information to clients and families in order to help them decide about treatment, prepare for admission, and what they can expect to encounter
• Maintain knowledge of Rise service offerings.
• Responsible for preparing and serving patient meals and supplemental nourishments to patient.

B:  Company Specific

• Adheres to dress code, appearance is neat and clean and wears appropriate identification while on duty.
• Completes annual health, safety, and education requirements.  Maintains professional growth and development.
• Maintains confidentiality of all patient and/or employee information to assure patient and/or employee rights are protected.
• Demonstrates knowledge of the principles of growth and development over the life span and the skills necessary to provide age-appropriate care to the patient population served.
• Reports to work on time as scheduled; adheres to policies regarding notification of absence.
• Attends all mandatory in-services and staff meetings.
• Represents the organization in a positive and professional manner.
• Complies with all organizational policies regarding ethical business practices.
• Communicates the mission, ethics, and goals of the hospital, as well as the focus statement of the department.
• Maintains current licensure/certification for position, if applicable.
• Consistently demonstrates Guest Relation’s skills to patients, physicians, visitors, employees, and any other individuals with whom they may come in contact.
• Consistently follows departmental and hospital Health, Safety, Security, Hazardous Materials policies and procedures.
• HIPAA: Conduct job responsibilities in accordance with HIPAA privacy laws, follow hospital policy in provision of patient confidentiality. Able to identify patient confidentiality issues and reports to proper hospital personnel immediately.
• Compliance: Conducts job responsibilities in accordance with standards set forth in Rise Community Hospital Code of Conduct, Rise Community Hospital policy and procedures, applicable federal and state laws, and applicable standards.
• Employee must maintain a courteous and respectful attitude toward fellow employees, staff, contractors, vendors and the public at all times. Employee must avoid loud, profane, or unprofessional language at all times during the performance of duties. It is immediate grounds for termination if Employee engages in misconduct or is incompetent or negligent in the proper performance of duties or is disorderly, dishonest, intoxicated, or discourteous.
   

Knowledge/Skills/Abilities:

• Excellent oral and written communication and interpersonal skills.

Qualifications:

Education: High School diploma or equivalent

Licenses/Certification: BLS; Food Handler Certification

Experience:

• Experience and direct contact with clients with behavioral or substance abuse disorders.
• Strong working knowledge of behavioral theory and applied behavior analysis.
• Understanding of the characteristics and behaviors associated with disorders.
• Good communication skills, both verbal and written.
• Ability to handle intense emotional situations.
• Ability to apply behavioral and treatment principles.
• Strong interpersonal skills.
• Excellent stress management skills