Patient Care Liaison

3 weeks ago

Lakeland, Florida, United States InnovaCare Health Full time

InnovaCare Health is seeking a dedicated Patient Care Advocate to join our team. As a liaison between patients, the community, and healthcare professionals, you will play a vital role in facilitating access and sustaining patient retention throughout the best patient experience.

The ideal candidate will have a strong ability to build relationships with the community, insurance, healthcare professionals, and other entities that impact patients' healthcare needs. They will also be responsible for assisting patients and their loved ones in navigating the healthcare system, communicating with doctors, working with insurance companies, setting up appointments, managing inquiries or complaints, and coordinating activities in the Wellness Centers to increase patient retention, education, access, community engagement, and social integration.

Key Responsibilities:

  • Onboard new patients, introduce the clinic team, facilitate a welcoming environment, and provide necessary information about services offered in the company and in the Wellness Center.
  • Facilitate first appointment scheduling.
  • Work closely with the Clinic Administrator to welcome new patients on the first visit.
  • Promote Wellness Events.
  • Guide patients in navigating the healthcare system.
  • Assist patients in removing social and medical barriers.
  • Maintain marketing-related item inventory for offices.
  • Help patients understand their insurance coverage.
  • Share information about Medicare, Medicare Advantage, Insurance benefits, and any service differentiator of InnovaCare Health.
  • Support patients during care around the basics of Medicare and insurance as well as the benefits of InnovaCare with their insurance plan.
  • Support reputation and promote patient participation in company initiatives.
  • Support Patient Experience initiatives by performing outbound calls, answering patients' questions, posting activities on social media following Marketing guidelines, and others.
  • Document patient complaints and take necessary steps to resolve them.
  • Plan, coordinate, and track attendance of Wellness Center activities.
  • Lead and find resources in the community or internally for activities in the Wellness Center.
  • Provide outreach and education to individual patients and groups in different settings and with distinct cultural and ethnic competencies, linguistic or barriers.
  • Facilitate activities to encourage patients in their self-care and promote behavioral changes.
  • Support retention strategies, performing survey campaigns to disenrolled patients to capture their feedback and provide service recovery as needed.
  • Support the management team in data collection, timely data entry, reporting, development, and evaluation of programs.
  • Assist with patient experience monthly patient experience and retention performance outcomes.
  • Support organizational efforts to drive patient experience and loyalty to ensure organizational alignment.
  • Support community engagement activities as needed.
  • Support membership growth with established tactics such as 'Refer a Friend'.

Requirements:

  • High School graduate with three years of experience where the primary responsibility was in any one of the following categories: healthcare, economic services, counseling, sales, medical billing, or processing insurance claims.
  • Valid Driver's License and has reliable/accessible transportation.
  • Bilingual Spanish/English a plus.
  • Strong organizational skills.
  • Experience working in the healthcare system.
  • Strong listening and communication skills.
  • Solid knowledge of the complexities of the healthcare system.
  • Ability to offer emotional support and sympathy.
  • Be Compassioned with patient.
  • Be highly empathetic and passionate about the well-being of patients.
  • Must exemplify a professional demeanor.
  • Must be culturally sensitive to all racial/ethnic groups.
  • Adheres to ethical and legal standards of practice.
  • Maintain confidentiality regarding patients and families by professional and departmental standards.
  • Ability to communicate effectively verbally and in writing.
  • Ability to establish and maintain effective working relationships with supervisors and peers.
  • Must be a self-starter.
  • Ability to work independently of constant supervision.
  • Ability to prepare and maintain detailed records and notes.
  • Be computer proficient.
  • Must be able to prioritize work and be flexible to changes to any processes or work assignments.

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