Patient Advocate

Healthcare Outcomes Performance Co. (HOPCo)•Phoenix, AZ

8d•Hybrid

About The Position

Healthcare Outcomes Performance Company (HOPCo) is a vertically integrated musculoskeletal outcomes management company that manages physician practices, hospital service lines, population health and value-based care programs, and musculoskeletal delivery networks. As HOPCo continues to grow, we are looking for a Patient Advocate to join our team. This role is responsible for processing and resolving grievances and complaints, tracking and analyzing patient feedback, collaborating with departments to improve patient satisfaction, assisting patients with community resources, and performing audits to enhance the quality of care and patient experience. The Patient Advocate will also lead multidisciplinary workgroups and adhere to HIPAA regulations and organizational values.

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.
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.