Patient Advocate

Complete Health•Birmingham, AL

4d•$17 - $25

About The Position

Under the direction of Value Based Care (VBC) leadership, the Patient Advocate facilitates communication of basic health information and performs clerical and clinical documentation tasks, including documenting insurance benefits for patient support services. The role provides telephonic and clerical support to VBC patients, including appointment scheduling and medical record retrieval, and provides basic social services and application assistance as needed. The Patient Advocate ensures billing and documentation are complete and helps develop and implement patient campaigns for health risk assessments, annual wellness visits, and other prevention strategies designated by VBC leadership. The position works with hospitals, specialists, home health agencies, skilled nursing facilities, patients, and internal teams to coordinate post-discharge care, referrals, records, appointments, and follow-up. It also supports VBC patient outreach, insurance validation, social determinants of health assessment, and assistance with state Medicaid programs. The schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. Compensation is $16.50–$25.00 per hour, dependent on experience and education.

Requirements

High school diploma or GED required.
At least 2 years of medical clinic front-office and/or medical assistant experience, or an equivalent combination of education and experience, required.
Strong computer skills, proficiency with internet software, and knowledge of Microsoft Office products required.
Ability to effectively use an electronic health record required.
General knowledge of primary care practices, clinics, hospitals, specialists, and ancillary health services.
Basic knowledge of legal and ethical standards for primary care delivery and medical terminology.
Personal effectiveness and credibility, collaboration skills, communication proficiency, and flexibility.
Ability to work independently and as part of a team or multidisciplinary team.
Ability to communicate clearly, respectfully, and persuasively in positive and negative situations and focus on resolving conflict.
Strong decision-making and documentation skills.
Organizational and problem-solving skills, including identifying and resolving problems, gathering and analyzing information, communicating skillfully, and developing alternative solutions.
Ability to work within the scope of practice and delegate responsibilities appropriately based on staff licensure, education, and experience.
Ability to keep leadership informed and seek management advice or assistance when needed.
Ability to manage difficult or emotional customer-service situations and respond to requests promptly and appropriately.
Respect and sensitivity for cultural diversity, and ability to promote a harassment-free, nondiscriminatory environment.
Integrity, ethical conduct, commitment-keeping, and ability to inspire trust.
Adaptability to changes in the work environment and willingness to adjust approaches or methods within practice guidelines.

Nice To Haves

Basic knowledge of medical insurance preferred.
Basic knowledge of Medicare plans, including Medicare Advantage HMO, PPO, C-SNP, D-SNP, and Duals, preferred.
Athena EHR experience preferred.

Responsibilities

Serve as the main point of contact with hospitals for scheduling patients after discharge and for ER diversion.
Upload hospital records from hospital electronic medical records to Athena for new admissions and discharges; request inpatient and post-acute records by phone or fax when electronic access is limited or unavailable.
Coordinate post-discharge referrals, ensuring specialists receive referrals, supporting clinical documentation, and authorizations; help obtain timely appointments and follow up to ensure records are uploaded to Athena and sent for Primary Care Provider review.
Coordinate start of care with Home Health Agencies as needed.
Communicate with Home Health Care agencies and skilled nursing facilities regarding patient status and discharge plans.
Serve as the point of contact for VBC patients who do not have an assigned care manager.
Schedule appointments with primary care providers, specialists, and testing facilities.
Make reminder calls for appointments, laboratory work, and outstanding quality improvement measures.
Complete telephonic campaigns for annual wellness visits, health risk assessments, and other prevention initiatives.
Ensure billing is complete for VBC patient care plans.
Maintain Athena labels and VBC patient lists in the population health tool, including marking newly attributed patients and unmarking patients who are termed or deceased.
Complete deceased and hospice patient workflows.
Schedule new patients for first appointments and annual wellness visits.
Validate VBC patient insurance and update information in Athena.
Assess social determinants of health in Athena.
Educate patients about and offer assistance with state Medicaid programs.
Identify patients for potential enrollment in VBC Medicare Advantage and/or Medicaid Duals plans using the age-in report and birthday cards.
Participate in pertinent meetings and workshops as directed.
Interact respectfully and professionally with patients, staff, and external customers.
Follow HIPAA and OSHA standards and guidelines.
Maintain HR compliance and follow procedures.
Promote patient satisfaction by providing excellent service and putting patients first.
Perform other duties as assigned.