Patient Advocate

HarmonyCares

48d•$15 - $26

About The Position

HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model. Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care. Our Shared Vision – Every patient deserves access to quality healthcare. Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other. The Patient Advocate provides exceptional customer service to inbound inquiries and refill requests from external and internal entities. They aim to provide first contact resolution on phone calls they receive while using appropriate judgement on when to escalate. The Patient Advocate adheres tightly to call scripts, policies, and procedures established by the organization.

Requirements

High school diploma/GED
Graduated from an accredited CNA, PCT, MA or EMT program or 1+ years of healthcare experience
Demonstrated experience with multi-tasking
Strong communication skills (written & spoken)
Strong organizational skills and attention to detail
Demonstrate proficiency in using electronic health records (EHR) system, call center technology, and Microsoft Office Suite
Ability to communicate effectively with HarmonyCares providers and patient care teams
Ability to communicate effectively with patients and their family members, and facility staff
Knowledge of basic principles, practices and techniques in primary healthcare
Ability to read and interpret written information and write clearly and informatively
Ability to speak clearly and persuasively in positive or negative situations, including listening and getting clarifications, and responding well to questions

Nice To Haves

Familiarity with Medicare and Medicaid insurances and programs
EMT certification and experience
Medical Assistant certification and experience
Experience in Aprima (EHR)

Responsibilities

Serves as the first point of contact for callers with non-clinical inbound inquiries and overflow calls from the Patient Advocate – Pharmacy Technicians in regard to refill requests. Uses appropriate judgement and process documentation to determine when the interaction needs to be transferred or escalated to another team
Documents all phone calls, interactions and Medication refill requests in the EHR promptly by utilizing standard documentation guidelines as required by HarmonyCares
Provides exceptional customer service to callers, adhering to customer services and call quality standards established by the organization
Maintains clear and compassionate communication with patients, family members, providers, and other external entities, representing the company in a professional and courteous manner in all interactions
Demonstrates exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset
Adheres to all company-established policies, procedures, quality standards, and productivity expectations
Assist patients and appropriate patient delegates (proxy) with patient portal access, password resets and general patient portal troubleshooting
Adheres to schedule established by the organization
Adheres to all state and federal laws, including HIPAA
Appropriately identifies, acknowledges, escalates and/or addresses patient complaints, grievances, and concerns in a timely and effective manner
Collaborates with the care team members to promote quality patient care, satisfaction, and outcomes
Participates in quality improvements as assigned