Manager, Patient Advocacy

3 weeks ago

Birmingham, United States American Family Care Full time
Job DescriptionJob DescriptionSummary
Provides leadership and direction to Patient Advocacy department and plays a key role in the improvement of service to our patients. Tracks and trends patient concerns and apprises Physician Services, Operations and others of healthcare delivery service levels and opportunities to improve the customer experience and reduce potential risks.

Essential Duties And Responsibilities

Monitors status of patient concerns through development and maintenance of tracking and trending methodologies.

Ensures timely response to patient concerns individually and through others.

Evolves and improved departmental structure and processes.

Prepares reports for providers, line management and senior management on the nature and frequency of patient concerns.

Provides leadership, direction, supervision and evaluation of Patient Advocates.

Conducts initial and follow-up conversations through resolution with patients regarding HIPAA and other regulatory concerns.

Participates in compliance, operational, and provider meetings to provide reports and feedback on healthcare delivery service levels.

Monitors and maintains the patient termination/dismissal process.

Other duties and responsibilities as assigned.


Qualifications
Clinical healthcare experience is strongly preferred. Solid organizational skills that enable the creation and evolution of departmental structure and processes. Ability to listen empathetically, manage conflict, and communicate effectively including delivery of sensitive information. Service orientation and ability to foster positive relationships. Ability to create and evolve structure and internal processes. Ability to analyze data to identify trends and recommend corrective action. Familiarity with social media and online reputation management. A bachelors degree is required, with degrees in healthcare management, healthcare administration, or similar fields preferred.

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