Job Description

Patient Advocate

People are a company's greatest resource, which is why caring for employees and keeping them healthy is so important. Proactive MD offers a comprehensive health management solution that extends well beyond the clinic walls. Access to on-site providers, full direct primary care services, and excellent client support are the hallmarks of our program. By engaging a workforce and offering them a personal relationship with a primary care provider, we can deliver measurably better outcomes, making people happier, healthier, and more productive while significantly lowering overall medical costs for employers. We put employees' health first because amazing care yields amazing results. We are the next generation of workplace health centers.

Job Summary

The mission of the Patient Advocate (PaD) is to facilitate and ensure continuity in patient care and serve as a conduit of care between the services of the health center and into the community. The PaD will strategically engage employees and their dependents before, during, and after visits to the center in order to ensure we provide personalized, informative, and compassionate care. The PaD role is supported by and reports to the Regional Manager of Patient Advocacy. The individual will work closely with the Medical Affairs, Client Relations, Clinical Operations team, Health Center Provider, and Client HR Team.

Essential Duties and Responsibilities

The role of the patient advocate is a dynamic and varied role and may include some or all of the following responsibilities. Patient advocates work on a clinical team with shared responsibilities and are not solely responsible for all tasks noted in this job description.

Coordination of Care

• Under the direction of the Provider, the PaD will coordinate care with external specialists, imaging centers, labs, medical equipment providers, counselors, community resources, etc.
• Ensure electronic medical records are provided to Proactive MD's Provider following any specialist visit and that Provider records are sent to specialists prior to patient visit.
• Receive prior authorizations required by the insurance company for tests or procedures and, as appropriate to the Health Center, send prior notification to insurance regarding procedures or referrals.
• Continuously refine and update the list of value-based providers suitable for referral in the community the Health Center serves.
• Assist patients in navigating the healthcare system.
• Coordinate care when a patient is admitted and discharged from the emergency room or hospital. Ensure Proactive MD's Provider is included in the aftercare process.
• Visit hospitalized patients to ensure care coordination is directed by the Provider.
• Coordinate with Care Beyond The Walls RN Case Manager with medically complex patients requiring significant out-of-Health Center care.

Patient Engagement

• Engage with patients to encourage use of the Health Center (high-risk dashboard or patient engagement dashboard)
• Encourage and coordinate follow-up visits at the Health Center.
• Work in coordination with the on-site Provider, Client Relations, and Client representative to develop outreach campaigns and educational resources. The PaD is responsible for the execution and success of these campaigns
• Represent the Health Center at internal and external meetings and events.
• Encourage completion of patient survey at the end of each Health Center encounter.
• Text/email/mail patient communications regarding significant events (birthdays, get well, condolences, congratulations, etc.)

Patient Education

• Be knowledgeable about and provide information to patients regarding available community services that could enhance their care.
• Coordinate patient care and treatment plans; provide educational materials/consultation; follow up on patient well-being.
• Assist patients using individual appointments in understanding benefits available to them through their health insurance program (EAP etc.)

Health Center Synergy

• Coordinate with Clinical Operations in times of high Health Center utilization to ensure that patients are greeted, checked in, and roomed, and phones are answered.
• Engage with the provider in the role of "embedded" case manager for optimal utilization of skills and abilities.
• Encourage patient completion of tablet-based patient satisfaction surveys.
• Participate in any Health Center-wide meetings to ensure excellent cross-communication and collaboration.

Required Knowledge, Skills, & Abilities

Required:

• 2+ years of experience working in a healthcare setting, Medical or Healthcare Social Work in a similar setting, or Case Management role
• Bachelor of Social Work Degree or other related degree
• Current BLS certification through the American Heart Association valid for at least 90 days after start date
• Medical terminology, including understanding of specialists
• Knowledge of the concepts and principles of medical case management
• Ability to communicate effectively and maintain working relationships with people from diverse backgrounds
• Knowledge of the healthcare industry and available patient resources
• Knowledge of payors
• Ability to prioritize needs and plan work accordingly
• Knowledge of HIPAA confidentiality requirements

Preferred:

• Master's degree in Social Work
• Knowledge of third-party payer requirements
• Licensure in LPCW, LCIS, LPC or similar

Core Competencies:

• Communication Proficiency
• Customer/Client Focus
• Organizational Skills
• Learner
• Leadership
• Presentation Skills/Speaking in front of audiences
• Problem Solving/Analysis
• Creating & tracking plans
• Compassion

Work Environment & Physical Requirements

This job primarily operates in a professional office environment. The physical demands to perform the essential functions of this job include:

• Effective communication, mobility, ability to operate office equipment and travel intermittently throughout the day.
• Must be able to remain in a stationary position at their work area for prolonged periods.
• Additionally, the employee will need to be able to lift/move/store individual 20-30 pound boxes and items such as office and medical supplies and equipment.

Position Type & Expected Hours of Work

This role will be expected to work a minimum of 40 hours/week as directed. Typical workdays are Monday through Friday, 8:00am to 5:00pm. This role is considered an exempt position. Evening and weekend work are infrequent but may occasionally be required as business needs dictate. This is a non-management role with professional growth opportunities within Proactive MD.

Local and some domestic travel may be required and should be expected to be less than 30% of the position's overall responsibilities.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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