Job Description

InnovaCare Health Patient Care Advocate

InnovaCare Health is a dynamic physician lead healthcare provider pioneering change in value-based healthcare. We operate 40+ clinics with 1,100+ employees who share the mission, vision, and values that drive success in each of the communities we touch. Our goal isn't just healthcare; it's about promoting work-life balance and supporting the personal and professional goals of each employee to help them lead their best lives.

We are an organization strengthened by our diversity and inclusion. We strive to make an impact in the community through public health education, outreach, and our philanthropic endeavors that span beyond the doors of our facilities.

As we continue to grow, we want employees, like you, who value improving the lives of those they care for each day. #WeAreInnovaCare

Job Summary

The Patient Care Advocate serves as a crucial liaison between patients, the community, and healthcare professionals to facilitate access to care and promote patient retention, ensuring the best possible experience. Building strong relationships with the community, insurance providers, healthcare professionals, and other stakeholders that impact patients' healthcare needs is essential to their role.

Patient Care Advocates also help patients access financial, social, and community support while coordinating with healthcare providers, insurance companies, and case managers. Their primary responsibilities include guiding patientsand their loved onesthrough the healthcare system by communicating with doctors, managing insurance matters, scheduling appointments, addressing inquiries or complaints, and organizing activities at Wellness Centers to enhance patient retention, education, access, community engagement, and social integration.

Essential Job Functions

• Onboard new patients, introduce the clinic team (VIP Tour), facilitate a welcoming environment, and provide the 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 the 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 to promote patient participation in the company initiatives.
• Support Patient Experience initiatives by performing outbound calls, answering patients' questions, posting activities on social media following the Marketing guidelines, and others.
• Documenting patient complaints and taking necessary steps to resolve them.
• Plan, coordinates, and tracks 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."
• Responsibilities can vary depending on market needs.

Minimum Required Education, Experience & Skills

High School graduate with three years of experience where the primary responsibility was in any one of the following categories: health care, economic services, counseling, sales, medical billing, or processing insurance claims.

Clinical experience a plus.

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.

Physical & Mental Requirements

Ability to lift upwards of 25 pounds.

Ability to stand or sit for extended periods.

Ability to receive and comprehend instructions verbally and in writing.

Ability to use logical reasoning for simple and complex problem-solving.

Ability to discriminate shades of color when reading a dipstick.

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