Patient Advocate

Job Title: Patient Advocate

Role Overview:

The Patient Advocate serves as a trusted liaison between patients, their families, and healthcare providers. Primary responsibilities include advocating for patients, helping them navigate and understand their insurance options, and walking them through the consent process as it relates to the equipment we provide. This phone-based role involves providing support, guidance, and advocacy to ensure patients receive the highest quality care and have their needs met throughout their order process. Work is performed in accordance with standard operating procedures, regulations, and contractual obligations (such as HIPAA, ACHC, and other compliance guidelines) and standard business practices.

Job Responsibilities:

Customer Service (80%)

• Patient Support: Offer support and guidance to patients and their families, ensuring they have a clear understanding of the order process, equipment options, and available resources.


• Advocacy: Advocate for patients ensuring they receive fair and equitable treatment and assisting them in navigating the equipment order process and insurance challenges.


• Care Coordination: Collaborate with sales representatives, financial resources, and other internal team members to facilitate the delivery of the product to the patient.


• Education: Provide education to patients and their families regarding healthcare equipment, treatment plans, insurance coverage, and available financial resources.


• Conflict Resolution: Address patient concerns, complaints, and conflicts, working to resolve issues in a timely and satisfactory manner.


• Documentation & Reporting: Maintain accurate records of patient interactions, interventions, and outcomes while ensuring compliance with confidentiality and data protection regulations.


• Responsiveness: Respond to incoming patient phone calls and voicemails efficiently and timely.


• Training & Setup: Work with the patient to establish preferred device setup and training timelines for either in-home or remote training.

Documenting and Reporting (10%)

• Support our outcomes program through documenting initial patient baseline information.


• Monitor call queues for optimal service levels and ensure patient phone calls are being met.

Other (10%)

• Participate in department meetings and other meetings as required.


• Attend and participate in HIPAA and other required training sessions.


• Understand and comply with all applicable company policies, procedures, and local/state/federal regulations related to the medical device and durable medical equipment industries.


• Perform other related duties as directed by the supervisor.

Requirements:

• Education: 4-year college degree in business or a healthcare-related field strongly preferred, or an equivalent combination of education and work experience.


• Experience: 2+ years of industry experience, preferably in healthcare, health insurance, and/or durable medical equipment (DME).


• Skills & Competencies:
  
  
  
  • Demonstrated sales support skills and experience working with patients (preferably related to DME benefits).
  
  
  • Excellent communication skills, both verbal and nonverbal, with a strong sense of empathy and a deep commitment to patient rights.
  
  
  • Strong attention to detail and process, with an ability to prioritize work.
  
  
  • Ability to work both independently and as part of a team.
  
  
  • Strong problem-solving skills to achieve successful outcomes for customers and the company.
  
  
  
  


• Physical Requirements: Must be able to sit at a computer desk in front of a PC monitor for long periods. Requires the ability to use a PC, telephone, and basic office equipment. Must be able to engage in phone conversations, read medical information, and communicate clearly with all levels of internal and external customers.

Position Details:

• This is to replace a current contingent worker who will be converting to a full-time position.