Patient Advocate

Healthcare Outcomes Performance Company•Phoenix, AZ

About The Position

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.

Requirements

Medical Assistant, LPN, RN, EMT or equivalent.
Minimum two years’ experience in the medical field dealing with issues of a clinical nature.
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.
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.
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.
Requires sitting and standing associated with a normal office environment.
Some bending and stretching required.
Manual dexterity using a calculator and computer keyboard.
HOPCo Mission, Vision and Values must be read and signed.

Nice To Haves

Experiencing in collecting, analyzing, and reporting data is preferred.

Responsibilities

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.