Position Summary: Assists patients with basic medical and non-medical questions or concerns regarding services performed by the enterprise. Provides multi-faceted support and serves as a resource person for information on community resources. Assists patients in accessing services for which they are eligible. Ensures that all critical tasks are performed on a timely basis.
Critical Tasks:
- Provides information, explanations, and guidance on resources to patients and their family members.
- Provides support to patients navigating through the healthcare system to ensure needs are met.
- Provides support by participating in patients’ appointments at the patient’s request.
- Provides data entry into Midas software system to receive, document, and respond to patient complaints, grievances, concerns, requests, compliments, and other issues, while assisting department directors and suggesting customer service solutions.
- Provide guidance to patients in applying for eligible services and advocates on the patient’s behalf to service organizations or other agencies.
- Communicates and coordinates with Gila River Health Care and Off-reservation staff to ensure that all information provided is accurate and consistent to provide service recovery.
- Communicates and coordinates with medical transportation staff to arrange transportation for patient’s medical appointments on and off the reservation.
- Communicates and coordinates with GRHC staff or directors and off reservation facilities staff to meet patient’s needs or find a resolution to patient issues.
- Creates, reads, and edits reports forwarded to department directors for resolution.
- Travels to different GRHC facilities to help resolve patient issues or provide coverage when needed.
- Travels to attend meetings associated with GRHC such as The Caring House, Elderly Concerns, Dialysis meetings, District meetings, etc.
- Routinely rounds in the clinic to enable patient communication to identify patient complaints, concerns, requests, compliments, grievances, and other issues.
- Processes and addresses Midas reports entered by the Case Management Department and other GRHC staff.
- Ensuring all data entry in patient reports and Midas software system are accurate and addressed in a timely manner.
- Uphold Health Insurance Portability and Accountability Act (HIPAA) confidentiality standers at all times.
- Works closely with our customer service representatives to provide additional support on the floor when needed.
- Maintain professional behavior and appearance at all times.
- Attend weekly Patient Advocate meetings to discuss reports.
- Performs other job-related activities as requested.
Required Qualifications:
- High School Diploma or GED required
- Must be a member of a federally recognized tribe.
- Ability to communicate in O’Otham language is preferred.
- Valid driver’s license required with 39-month clear Motor Vehicle Record (MVR).
- Must have or be able to obtain a valid Cardiopulmonary resuscitation (CPR) Certification within 6 months from Date of Hire.
- EZ Lift and Self Defense training within 6 months from date of hire.
- Must have strong computer and writing skills to generate reports in a professional manner for executive leadership and board of director review.
- 1-2 years of customer service experience in a healthcare setting is preferred.
- Electronic Health Record software knowledge is preferred.
- Demonstrates ability to relate to diverse cultures and specifically the Gila River Indian Community and/or other Native American cultures and community health services.
