Patient Advocate I

7 days ago

Layton, United States Tanner Memorial Clinic Full time
Job DescriptionJob DescriptionDescription:

Tanner Clinic has an immediate opening for a Patient Advocate.


Location: Layton

Hours: FT


Essential Job Responsibilities:

  • Serve as the primary clinic contact to resolve patient concerns and complaints
  • Take patient complaints by phone or in person and work within the system to resolve the patients’ concern to the satisfaction of the patient whenever possible
  • Interact with or refer to physicians or other clinic personnel including administration
  • Understand clinic policies and procedures
  • Work with staff to resolve concerns and improve services; take an advocacy position with all patients
  • Offer information to patients and direct them to various providers/specialties within Tanner Clinic
  • Provide community resources to patients and/or staff to facilitate individualized care in and outside of Tanner Clinic
  • Answer patient portal questions and send invitation to create an account
  • Make sure all waiting rooms at all locations have Patient Advocate business cards
  • Encourage staff to utilize the patient advocate as a resource in helping to improve the patient experience
  • Trend problem areas as they relate to the patient experience
  • Document all calls and in-person visits
  • Answer questions for patients regarding policies and protocols with the goal of limiting patient frustration and avoid transferring questions to various departments
  • Work as a team to develop the Patient Experience Department to promote fluid patient/provider feedback resulting in improvement of patient relations throughout Tanner Clinic
  • Support patients who may need support during their scheduled service at Tanner Clinic


Requirements:

Education:

High School Degree or equivalent; bachelor degree preferred


Experience:

Minimum two years of experience in customer service; at least six months of experience in a health care setting. Patient care experience preferred.


Performance Requirements:

Knowledge:

  • Knowledge of the healthcare field i.e., clinical and administrative systems, departments, and medical practices
  • Including: clinic financial policies and reimbursement payment requirements
  • Knowledge of counseling, conflict resolution, and customer service principles and applications
  • Knowledge of research methods to identify issues and clarify policies; understanding of medical terminology


Skills:

  1. Analyze data, policies, and requirements to prepare an objective and comprehensive reports using computers for both research and reporting
  2. Defuse tense situations through diplomatic problem-solving
  3. Balance the needs of clinic with the needs of patient


Abilities:

  • Communicate effectively with patients, staff, and external contacts via phone, in person, and through well-written communications
  • Demonstrate leadership to resolve immediate and long-term patient concerns
  • Establish and maintain effective relationships with a variety of people


Equipment Operated:

Standard office electronic equipment


Work Environment:

  • Office setting with some interactions throughout the clinic
  • Consistent contact with individuals from diverse backgrounds
  • Minimal exposure to communicable diseases
  • Frequent stress from tense and uncomfortable situations


Mental/Physical Requirements:

  • Combination of sitting, standing, walking, and climbing stairs
  • Frequent stress dealing with complex patient advocacy issues


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