Address
Form of work
SalaryPatient Intake Counselor
Passion for Patients, Equity, Kindness, Accountability, Respect and Excellence
Are you ready to make a difference?
About Us
Patient Advocate Foundation (PAF), a national non-profit, headquartered in Hampton, VA, has been solving insurance and healthcare problems since 1996. Our mission is to actively advocate for patients living with chronic and critical illnesses, resolving the healthcare access and affordability challenges they face through the provision of case management services and financial aid. To read more about us, please visit our website at www.patientadvocate.org
The Ideal Candidate:
Do you have the drive and desire to help others? Are you a passionate advocate willing to improve our patients’ experience? PAF is seeking an organized, self-starter, who is independent and comfortable:
- Creating a welcoming and professional first impression by making sure patients feel comfortable and heard.
- Identifying problems, collecting data, establishing facts, and drawing valid conclusions.
- Working in a high-volume environment and dealing effectively with rapidly changing priorities.
- Utilizing a system of tools and IT platforms to support the rapidly changing needs of patients.
The Opportunity:
PAF is currently seeking a Patient Intake Counselorto join our team in Hampton, VA. A Patient Intake Counselor is a vital patient-facing role within the PAF case management department. The Patient Intake Counselor is the first person that a patient, family member or professional working on behalf of a patient, calling PAF for help interacts with. The Patient Intake Counselor uses compassion and active listening skills to gather information from the caller that the case manager will need to assist them. Building trust and showing patient respect are critical to being successful in this role. The Patient Intake Counselor must be skilled at talking and typing simultaneously as they are responsible for documenting the patient’s intake information and/or validating information of existing cases into the patient management system with accuracy. Excellent customer service skills, including communication, active listening, kindness, skilled inquiry, data input and typing are critical to the position. The Patient Intake Coordinator is expected to provide customer service with compassion, empathy, kindness, professionalism, and integrity while respecting the confidentiality of information.
In this role, a Patient Intake Counselorwill:
- Be the initial contact for patients and families calling PAF for assistance, answering phone queues timely and interacting with all callers in a professional manner that is empathetic and kind.
- Thoroughly explain the services the Case Management program provides, including eligibility guidelines, and set service expectations with callers in a positive and helpful manner.
- Respond to and gather relevant details needed to assess if the patient’s issues and needs are within the scope of the Case Management program.
- Complete a full intake for all eligible patients including inputting contact and demographic information, select medical information and a summary of the issues the patient is seeking help with. Intakes must be complete and accurate.
Qualifications
If you have worked in one of these areas and are ready to put your skills to use in a different way, this role could be for you! The ideal candidate for a Patient Intake Counselor role with PAF will have:
- 3+ years of professional background in one of the following areas: healthcare facility or practice, insurance customer service, or non-profit organization focused on healthcare.
- Outstanding customer service background required, with understanding of and commitment to providing a consistently high-level of service to patients and their families.
- Customer service background essential, with understanding of and commitment to providing a consistently high-level of service to patients and their families with professionalism, and kindness.
- Ability to navigate the patient management system and enter accurate data while simultaneously speaking with the caller.
- Possess strong active listening skills with the ability to manage the conversation with the caller in order to gather relevant details needed in an efficient manner.
- Ability to effectively and professionally communicate with callers who may be very emotional, angry, or overwhelmed.
- Ability to utilize technology tools and telecommunications equipment required to do the job.
- Ability to work in a high-volume environment and deal effectively with rapidly changing priorities.
- Ability to work independently, retain flexibility and maintain composure under pressure.
- Maintain confidentiality and comply with patient privacy guidelines.
Compensation and Benefits
Offers are based on relevant experience, skills, certifications and/or licensure within a healthcare environment. Offers contingent upon favorable background and credit checks. PAF is pleased to offer our employees a comprehensive benefit package. Our benefits include health, dental & vision options, generous paid holidays, vacation, sick & personal leave, paid winter shut down, STD/LTD, group life & AD&D insurance, group cancer & accident plans, 401k with matching, and a compliment of wellness programs.
This role qualifies for a hybrid work schedule, working 2 days a week from home and only 3 days a week at our Hampton, VA location after training and mentorship period.
To Apply
This is an incredible opportunity to join an organization that makes a difference! To apply, please send your resume through Recruitment (adp.com) for consideration. PAF is an Equal Opportunity Employer
