Purpose of Position:

The Patient Advocate serves as the point of contact between patients and travel management groups. The advocate will help mediate any issues that arise from patients while they are utilizing NSHC Services.

Uphold the organization’s vision, mission, and corporate values. Demonstrate understanding of and compliance with organization’s policies, procedures, code of conduct and work rules.

Essential Functions:

• Provide timely responses and log/track requests and concerns made by phone, email or in person from NSHC patients who are utilizing NSHC Services. 
• Assist NSHC Patients with Lodging, Meals, Transportation and navigation through the referred health care facility.
• Coordinate NSHC patients/client/resident travel with travel clerks.
• Communicate all travel issues/needs to the NSHC Travel Team and or ANTHC Travel Management Team.
• Communicate with care team to facilitate patient/client/resident care.
• Remain aware of current services offered by NSHC. 

• Collaborate with Chief Compliance Officer and the Director of Patient Supportive Services to document, track and respond to comments submitted by patients/customer-owners/guest/residents and provide feedback to involved staff as well as meet the patients/customer-owner’s customer service needs

• Actively track and support Norton Sound Region patients traveling to Anchorage for medical. 
• Other duties as assigned.

Personal Traits:

All Norton Sound Health Corporation employees are expected to consistently demonstrate the organization’s values: integrity, cultural sensitivity and respect for traditional values, continual learning and improving, compassion, teamwork and pride. Employees are expected to demonstrate integrity, professionalism, accountability, cooperation with and consideration of others.

Required Knowledge:

All Norton Sound Health Corporation employees are expected to have general knowledge of typical office technologies such as computers, printers, copiers, fax machines, and typical word processing and email software programs.

Job Specific knowledge is listed below:

• Travel policies and procedures of NSHC and ANTHC
• Customer service concepts and practices
• Understanding of cultural diversity with the target population of the NSHC Service Unit. 
• The Medicaid Travel program
• NSRH, ANMC, Alaska Regional and Providence facilities

Required Skills and Abilities:

All Norton Sound Health Corporation employees are expected to have a broad range of skills and abilities centered around a strong patient focus, efficient performance, and teamwork. All employees should have patient/customer service skills, interpersonal skills and good communication skills. All employees should have the ability to manage their time and organize their work to ensure efficient performance. In addition, all employees should have the ability to follow policy, procedure and instructions, actively communicate with their supervisors to ensure understanding and manage their work accordingly. Finally, all employees should have the ability to understand and manage patient/customer confidentiality.

Job specific skills and abilities are listed below: 

• Above Average oral and written communication skills. 
• Above Average customer service skills

Minimum Requirements

Physical Requirements:

• Use hands and arms to operate office or clinical equipment
• Sit more than half the workday
• Stand and/or walk more than half the workday
• Bend, stretch, twist, crouch and/or reach
• View electronic monitors for prolonged periods of time
• Use hands and arms for repetitive motion tasks
• Lift or carry unaided 50 pounds
• Push or pull using with up to moderate force
• See and hear with normal acuity

Working Conditions:

• Work is conducted in a standard office environment.
• Minimal travel is required (less than 25% of the time).
• Travel is done via large aircraft.

Travel is done via small (less than 16 passenger) aircraft.