Patient Advocate

Healthcare Outcomes Performance Company is a vertically integrated musculoskeletal outcomes management company.  HOPCo manages physician practices, hospital service lines, population health and value-based care programs, and musculoskeletal delivery networks.

HOPCo is the managing partner of Arizona-based entities, CORE Institute, Northern Arizona Orthopaedics, CORE Institute Specialty Hospital, Michigan-based CORE Institute, and Florida-based Southeast Orthopedic Specialists.

As HOPCo continues to grow, we are looking for a Patient Advocate.

Please see below for the functions and requirements to be a Patient Advocate with HOPCo.

ESSENTIAL FUNCTIONS

• Processes and resolves all grievance and complaints in a diplomatic, collaborative, and timely manner using independent judgement. Provides feedback to involved parties and patients.
• Tracks and analyzes all grievances, commendations and complaints. Identifies trends and makes recommendations for improvement.
• Proficiency with collecting and analyzing data. Presents results in a comprehensive and professional format.
• Collaborates effectively with other departments to improve patient satisfaction and our online reputation.
• Assists patients with community resources. Develops referral systems with community agencies.
• Develops working relationships with internal customers.
• Performs ad hoc audits to improve the quality of care and patient experience.
• Leads multidisciplinary workgroups and meetings.
• Adheres to HIPAA Privacy and Security Rules.
• Ability to strongly uphold organizational HOPCo values and behavioral standards.
• Will perform other duties as assigned.

EDUCATION

• Medical Assistant, LPN, RN, EMT or equivalent.

EXPERIENCE

• Minimum two years’ experience in the medical field dealing with issues of a clinical nature.
• Experiencing in collecting, analyzing, and reporting data is preferred.

REQUIREMENTS

• None

KNOWLEDGE

• Knowledge of research methods to identify issues and clarify policies.
• Knowledge of medical terminology.
• Knowledge of counseling, conflict resolution and customer service principles and applications.
• Knowledge of clinic financial policies and reimbursement payment requirements.

SKILLS

• Skill in analysis of data, policies and requirements and in preparing objective, comprehensive reports.
• Skill in deescalating situations through diplomatic problem-solving.
• Skill in effectively balancing needs of clinic with needs of patient with minimum tension.
• Effectively managing daily responsibilities.

ABILITIES

• Ability to utilize computer software for reports.
• Ability to effectively communicate both verbally and in writing with a diverse audience.
• Ability to establish and maintain effective relationships with a wide variety of customers.

ENVIRONMENTAL WORKING CONDITIONS

• Normal office environment.
• Some travel within community.

PHYSICAL/MENTAL DEMANDS

• Requires sitting and standing associated with a normal office environment.
• Some bending and stretching required.
• Manual dexterity using a calculator and computer keyboard.

ORGANIZATIONAL REQUIREMENTS

• HOPCo Mission, Vision and Values must be read and signed.

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