Patient Advocate

PATIENT ADVOCATE

Front Desk & Phone Operations

Job Description & Expectations

Position Overview

Job Title:

Patient Advocate

Department:

Front Desk & Patient Services

Employment Type:

Full-Time

Location:

Boca Raton, Florida

Schedule:

Monday–Friday, clinic hours

The Patient Advocate is the first voice and first impression of Rothenberg Orthopedics, Regenerative & Sports Medicine. This role is responsible for answering all incoming calls with professionalism and warmth, scheduling and managing patient appointments in ECW (eClinicalWorks), and guiding new and returning patients through a structured intake script. The Patient Advocate ensures that every patient interaction — from the first phone call through appointment confirmation — reflects the high standards of care and service that define the practice.

Mission Alignment — Patient Advocate

• Be the welcoming, knowledgeable first point of contact for every patient who calls the practice.
• Execute intake script consistently and professionally on every call.
• Manage the ECW scheduling system with accuracy, minimizing scheduling errors and gaps.
• Protect patient information and always uphold HIPAA standards during every interaction.
• Support the care team by gathering complete, accurate patient information before every visit.
• Represent the Rothenberg Orthopedics brand with empathy, efficiency, and excellence.

CORE RESPONSIBILITIES

1A. Phone Operations & Patient Communication

• Answer all incoming calls promptly (within 3 rings) in a friendly, professional manner using the approved greeting script.
• Follow scripted intake protocol on every new patient call — collecting chief complaint, insurance information, referral source, and urgency of appointment need.
• Triage call urgency appropriately: route clinical questions to the medical assistant or provider, schedule non-urgent visits, and escalate emergencies per practice protocol.
• Return patient voicemails and missed calls within the same business day.
• Handle appointment confirmations, cancellation calls, and reschedule requests with accuracy and patience.
• Manage high call volume efficiently during peak hours without compromising the quality of each interaction.
• Document call notes and patient communication in ECW as applicable.
• Maintain a calm, professional tone at all times — even with frustrated or difficult callers.

1B. ECW Scheduling & Appointment Management

• Schedule, reschedule, and cancel appointments in eClinicalWorks (ECW) with precision and attention to provider availability, visit type, and scheduling rules.
• Verify correct appointment type is booked for each visit (new patient, follow-up, procedure, injection, imaging, etc.) per practice guidelines.
• Confirm appointments 24–48 hours in advance via phone or automated reminder system; document all confirmation attempts.
• Monitor the daily schedule for gaps, double-bookings, or missing information; proactively communicate schedule issues to the clinical team.
• Manage the recall and waitlist system — contact waitlisted patients promptly when appointment slots open.
• Enter and update accurate patient demographic information, insurance details, and referral documentation in ECW.
• Coordinate with the billing team to ensure insurance verification is completed prior to all scheduled appointments.
• Assist in managing the provider's daily template to optimize patient throughput and minimize downtime.

1C. New Patient Intake & Scripted Screening

• Execute new patient intake script on every qualifying call — gathering all required information in the correct sequence.
• Ask all required screening questions including: reason for visit, duration of symptoms, prior treatments, referring provider, and insurance coverage.
• Accurately capture patient demographics: full legal name, date of birth, address, phone number, email, and emergency contact.
• Collect and confirm primary and secondary insurance information; document policy numbers, group numbers, and subscriber details.
• Identify patients who may require pre-authorization or referral verification before their appointment; flag for the billing team immediately.
• Explain the check-in process, office location, parking, what to bring (ID, insurance card, imaging), and any new patient forms to complete in advance.
• Use the script to identify cash-pay or uninsured patients and communicate self-pay options professionally and without judgment.

1D. Patient Experience & Front Desk Support

• Greet walk-in patients and assist with check-in when needed; support the front desk team during high-volume periods.
• Maintain a welcoming, organized front desk environment that reflects the professionalism of the practice.
• Collect and process co-pays, balances, and patient payments at time of service in accordance with practice financial policies.
• Distribute and explain new patient paperwork; assist patients who need help completing forms.
• Handle patient complaints or concerns at the front desk with empathy and professionalism; escalate to management when appropriate.
• Coordinate with medical assistants and the clinical team to manage patient flow and communicate delays or changes to waiting patients.

1E. Administrative & Compliance Duties

• Maintain strict HIPAA compliance in all patient interactions — phone, in-person, and electronic.
• Verify patient identity before discussing any protected health information (PHI) over the phone.
• Maintain accurate records of all patient interactions and scheduling activity within ECW.
• Adhere to all practice policies, scripts, and protocols as defined by Dr. Rothenberg and the Practice Manager.
• Participate in team huddles and training sessions; stay current on updated intake scripts, scheduling protocols, and insurance requirements.
• Assist with general administrative tasks as directed: faxing, scanning, mail distribution, and supply management.

QUALIFICATIONS & REQUIREMENTS

Technical Skills

• Experience with a medical scheduling or EHR system required; eClinicalWorks (ECW) experience strongly preferred.
• Proficiency with standard office software: email, Microsoft Office or Google Workspace.
• Ability to type accurately and navigate multiple computer systems simultaneously while on the phone.
• Basic knowledge of health insurance terminology: co-pays, deductibles, authorizations, and EOBs.
• Comfortable using multi-line phone systems and handling high call volumes.

Core Competencies

Communication & Patient Focus

• Warm, clear, and professional phone presence — patients feel heard and cared for on every call.
• Active listening skills — able to identify patient needs quickly and respond appropriately.
• Empathetic under pressure — maintains composure and kindness even with anxious or frustrated patients.
• Bilingual (English/Spanish) a strong plus given the South Florida patient population.

Organization & Accuracy

• Detail-oriented — enters data correctly the first time, every time.
• Strong multitasker — manages simultaneous calls, scheduling, and front desk activity without errors.
• Follows structured scripts and protocols consistently without shortcuts.
• Proactively flags scheduling problems before they become patient issues.

Professionalism & Team Fit

• Punctual, reliable, and accountable — the practice's phones must always be covered.
• Team player who supports clinical staff and keeps the patient flow running smoothly.
• Represents the Rothenberg Orthopedics brand with pride and professionalism in every interaction.
• Committed to continuous improvement — open to coaching and script updates.

SECTION 4 — WORKING CONDITIONS & PHYSICAL REQUIREMENTS

Work Environment

• Professional medical office environment in Boca Raton, Florida.
• Fast-paced front desk setting with frequent phone, in-person, and team interactions throughout the day.
• Standard clinic hours, Monday–Friday; flexibility for occasional schedule coverage may be required.
• Interaction with patients of all ages and health conditions, including those experiencing pain or medical distress.

Physical Requirements

• Ability to sit at a front desk workstation and work on a computer for extended periods.
• Ability to speak clearly on the phone for extended periods throughout the day.
• Occasional standing, walking, or light lifting (up to 20 lbs) for administrative tasks.
• Strong visual and auditory acuity for computer-based and phone work.

Pay: $20.00 - $24.00 per hour

Work Location: In person

Salary : $20 - $24