The Patient Advocate is the patient's program liaison. Primarily telephonic, this role is responsible for ensuring that the patient experiences a smooth transition, from an admission or outpatient procedure, back to the home setting. The Patient Advocate, throughout the duration of IHD's services, will uncover and act on possible barriers to a healthy outcome, thereby safeguarding against unnecessary readmissions.
Delivery of excellent customer service through proactive ownership over cases. Safeguarding against unnecessary readmissions/admission and providing value to the care of patients.
YOUR PERSONAL GENIUS:
This position is perfect for an individual who is self-motivated with an innate ability to work independently through daily duties. Success in this role requires multi-tasking skills, remaining compassionate through barriers/challenges and representing the organization in a front facing capacity.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Address program specific quality measures and adhere to company guidelines and standard operating procedures during the life cycle of the patient.
Make all patient welcome calls on date of notification of assignment and/or discharge.Make appropriate and timely patient appointments, confirmations, and appointment reminders. Mail letters as needed.
Complete telephonic inpatient visits with patients utilizing current standard operating procedures.
Notify all appropriate departments of data related patient case updates.
Outreach to patients providers and input appointments.
Place regular/consistent outreaches to the patient.
Adhere to established guidelines for case closings.
Provide support to patients either prior to admission for an elective procedure, post-discharge from the hospital, or post-procedure.
Identify and connect patient to resources for addressing Social Determinants of Health (SDOH).
Outreach to the appropriate party to report any benefit, authorization, claim or eligibility related issue.
Conduct home visits or errands with or on behalf of the patient.
Prepare information for patient case status summaries, success stories, etc. and participate in daily huddles,weekly meetings, and other scheduled events, both internally, and with clients externally. Take initiative to proactively resolve and or support tough patient cases via communication to management and or clients during weekly meetings.
Take initiative to proactively resolve barriers and or support high acuity patient cases via communication to management and or appropriate party during weekly meetings and escalations.
Prepare, communicate, and follow through on patient flagpole/escalation communications to management.
Conduct and collaborate on creating an action plans for patient readmission.
Review system related tasks and email instructions throughout the day for management of daily responsibilities in order to effectively and thoroughly manage all assigned patient cases to completion of IHD's program.
Maintain patient outreach and daily activities for cases assigned to out of office Care Coordinators and peers as directed by leadership team.
Document accurately all phone calls, interventions, appointments and other system related data points in PILOT system within 24 hours.
Utilize all internal database alerts and daily/weekly reports to effectively and thoroughly manage all assigned patient cases to completion of IHD's programs.
Other duties as assigned by IHD leadership may exist to meet business needs.
KEY ROLE FUNCTIONS:
To perform the job successfully, an individual should demonstrate the following competencies:
QUALIFICATIONS and REQUIREMENTS:
Min. 2-3 years of strong customer service and/or healthcare experience in a fast-paced environment
Strong working knowledge of medical terminology and healthcare landscape
Excellent written and verbal communication skills
Able to act independently with minimum supervision
Proficiency in Microsoft Office, Outlook, and Word
Excellent problem solving, critical thinking, and organizational skills
Basic computer skills to include typing, data entry, internet research, and spelling accuracy
Healthcare experience is preferred but not required
Preferred reliable transportation to get to work and to travel to and from hospitals, patient residences, mutual locations, etc. on occasion as needed.
If driving is required in this job role:
Must possess a valid State driver's license, current vehicle registration and insurance
Vehicle must be reliable and in good working order
Hands free technology devices are required when driving
The working conditions characteristics and physical requirements described here are representative of what one may encounter while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to perform the job duties in an office setting autonomously with minimal supervision.
Office settings require frequent sitting, standing, walking, bending and stooping. Physical requirements may include occasional lifting not to exceed 75 lbs.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Innovative Healthcare Delivery is an Equal Opportunity Employer and welcomes all to apply. Reasonable accommodations may be requested. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or any other protected status under applicable laws and will not be discriminated against on the basis of disability.