Patient Advocate - Medical Assistant (Remote)

OVERVIEW

As a Patient Advocate, you will work in a high-volume call center environment making outbound calls to patients recently discharged from the hospital and answering inbound calls from a queue.

You will ask non-clinical triage questions to determine if the Nurse Coach program could be beneficial to at home recovery or if other services are needed, such as transportation to doctors’ appointments. You will collect and document required data for end-to-end care to support the clinical program goals. For patients further along in the program, you will contact patients to ensure successful recovering at home.

• Resolve non-clinical issues for patients, including answering questions and/or setting them up for a Nurse Coach assessment.
• Coordinate care for patients.
• Communicate with physicians and clinical staff regarding patient care.
• Support clinicians to ensure service levels and requirements are met.
• Escalate issues to Nurse Coaches or management as needed.
• Participate in and contribute to performance and process improvement activities.
• Perform other duties as needed.

• You can gain/build instant rapport with people over the phone.
• You have great empathy and the patience to deal with difficult callers or complex requests.
• You are results driven with strong attention to detail.
• You can comply with all company policies, including HIPAA/PHI policy.
• You strive to meet/exceed individual performance goals in the areas of: Call Quality, Attendance, Adherence and other Contact Center objectives.
• You are fun to work with! We are looking for team members who bring joy to the work they do.

QUALIFICATIONS

• High School Diploma or GED.
• 1 year of experience working in the healthcare or medical services industry as a Medical Assistant required.
• 1 year Customer Service experience in a call center environment preferred.
• Ability to navigate dual monitors and multiple applications.
• Intermediate keyboarding abilities (at least 30 WPM, data entry while active listening).
• Basic PC & Search Engine abilities (for example: use the mouse to click, troubleshooting, working with Microsoft Office including basic Word and Excel, opening a browser, typing in URLs in the right location, bookmarking a site, and navigating the use of back/forward buttons).

• Starting Pay for external hires is $18.00 / hour + Monthly Incentive Bonus Opportunity.
• Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.
• Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more.
• Advancement Opportunities, professional skills training, and tuition /exam reimbursement.
• PayActiv - access earned income in between paychecks.
• Walgreens Discount - receive up to 25% off eligible items.
• Great culture with a sense of community.