What are the responsibilities and job description for the Patient Experience Advocate I position at Sixteenth Street Community Health Centers?
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Job Responsibilities:
Job Responsibilities:
- Proactively, warmly, and respectfully greets and/or directs patients upon arrival.
- Manages front desk responsibilities, including check-in and new patient registration.
- Upholds clinic guidelines and standards related to Patient Confidentiality (HIPAA).
- Reviews and/or obtains demographics and insurance information per protocol, collects copayments and balances due on the account from patients, and maintains accurate billing ledgers/receipts daily.
- Communicates the organization's expectation of payment at the time of service to the patient.
- Identifies patients in need of financial assistance and refers patients to Patient Financial Services when necessary.
- Assists patients with appointment scheduling and other tasks as requested.
- Helps maintain clinic flow by strategically directing patients into exam rooms on time.
- Facilitates the completion of patient surveys and questionnaires.
- Advocates for patients and promotes access through accommodation and “jockeying” of provider schedules as needed.
- Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for a concise and timely flow of information.
- Maintains knowledge of reference materials for Medicare, Medicaid, and third-party payers.
- Notifies the team and helps expedite rooming of all acutely ill or possibly contagious patients.
- Works assigned EPIC work queues, following the department's workflow process as assigned.
- Provides information and assistance to people seeking services and keeps patients aware of any appointment delays.
- Call Center duties as assigned.
- Assists with new employee onboarding.
- Manages stressful situations in the most empathetic manner.
- Maintains cleanliness and order of lobby and desk and participates in Infection Control through appropriate stocking of supplies and enhanced seasonal cleaning schedule.
- Maintains a uniform, professional appearance that communicates respect, safety and warmth.
- Proactively communicates issues involving customer service and process improvement opportunities.
- Performs other duties as assigned.
- High school diploma or GED.
- Successful completion of in-house training/orientation.
- Medical experience in a clinic or hospital setting helpful.
- Must be a friendly, dynamic communicator with the ability to multi-task and make sound/quick decisions in a high stress environment.
- Must have leadership and assertiveness skills.
- Must have a clear voice, a pleasant presentation, along with a pleasant attitude.
- Familiarity with computers helpful.
- Ability to relate well to people from diverse ethnic and cultural backgrounds.
- Bilingual (Spanish/English or Hmong/English) required.