What are the responsibilities and job description for the Patient Experience Advocate position at True Health?
Patient Advocate
JOB SUMMARY
The Patient Advocate addresses the patients' questions, kudos, complaints, problems, and concerns. The Patient Advocate communicates with the patient and appropriate staff member(s) as necessary and educates the patient on the company’s policies and procedures.
PRIMARY FUNCTIONS
- Provide oversight of the patient queue - answering inbound calls and providing reply calls back as necessary
- Provide oversight of the company’s patient information emails
- Reviewing and responding to company’s google reviews
- Provide reports of patient feedback as needed
- Provide a courteous professional response to patient feedback
- Responds to non-clinical questions for patients and routes all other calls appropriately
- Conduct investigations and provides support for patients, while maintaining timely responsiveness to the patient inquires, questions, and concerns
- Contribute to the positive image of the front office operations
- Organizes and leads patient listening sessions
- Assists in organization’s “kudos” program
- Other responsibilities as assigned
EDUCATION AND EXPERIENCE
- High school diploma or equivalent
KNOWLEDGE, SKILLS, AND ABILITIES
- Customer friendly attitude
- Knowledge of ICD9 & CPT codes
- Good communication skills
- Able to function effectively under stress
- Good evaluative judgment
- Computer literacy
- Ability to work well with people.
- Ability to multi-task
- Critical thinking & problem-solving skills
- Knowledge of medical terminology
ADDITIONAL QUALIFICATIONS
- Bilingual a plus (English/Spanish)
RELATIONSHIP REPORTING
- Director of Risk & Compliance
PHYSICAL REQUIREMENTS
- Ability to sit and to view a computer screen for extended periods of time
- Ability to perform repetitive hand and wrist motions for extended periods of time
- Ability to talk and hear
- Ability to occasionally lift and/or move up to 25 pounds
