Patient Success Advocate (INTERNAL ROLE ONLY)

Mentavi Inc.•Grandville, MI

15d•Hybrid

About The Position

As a Patient Success Advocate for our online diagnostic platform, you will play a vital role in delivering exceptional customer service and ensuring a positive patient experience. Working in a collaborative office environment, you will anticipate patient needs, apply our communication strategies, and provide direct support to help patients navigate our services. The role operates on a hybrid schedule, between 8:00 a.m. to 5:00 p.m. EST, Monday through Friday. This position reports to the Director of Patient Services.

Requirements

Communicate clearly, professionally, and empathetically with patients and external parties.
Strong verbal and written communication, documentation, and interpersonal skills.
Adaptable and efficient in fast-paced environments with high attention to detail.
Ability to receive, provide, and apply constructive feedback for performance improvement.
Strong collaboration skills, effective in both in-person and remote team settings.
Technologically proficient, skilled in multiple software systems, including EHR/EMR.
Proficient in Microsoft Office and Google Suite applications.
Knowledge of medical terminology, diagnostic codes, and pharmacology.
High organizational skills with strong problem-solving and critical-thinking capabilities.
High School Diploma/GED
Experience in healthcare, patient services, or a contact/call center.
Proven history of effective performance and professional growth within a healthcare or clinical setting. Minimum of 1-3 years of demonstrated experience in a healthcare environment.

Responsibilities

Collaborate with patients to provide guidance, support, and assistance throughout their treatment journey.
Demonstrates the ability to de-escalate frustrated or upset patient situations with professionalism, empathy, and effective communication skills.
Process pharmacy requests, including transfers, medication refills, and cancellations.
Respond to patient inquiries regarding treatment plans and provide education on available services.
Work within the EHR system to complete administrative tasks, coordinate appointments, and address patient questions and requests in collaboration with the Independently Contracted Provider Network.
Coordinate and track additional medical requests.
Manage inbound and outbound calls to support patient care and scheduling needs.
Assist with patient scheduling and appointment coordination.
Participate in process improvement initiatives to enhance patient care and service delivery.
Collaborate with cross-functional teams and departments as needed.
Contribute to a positive, professional, and patient-centered work environment that reflects the mission and values of Mentavi Health.
Maintains a high level of productivity while achieving an average accuracy score of 95% or higher on quality audits.
Other duties as assigned.