COMMUNITY RELATIONS ADVOCATE

SIHB Core Competencies

Core Competencies are foundational commitments and skills that all SIHB staff are expected to develop. These competencies define common measures for performance that are applied to every role in the organization.

• Commitment to Indigenous and Organizational Values: Everything we do at SIHB is centered on Traditional Indian Medicine. It is our responsibility to maintain cultural integrity in all that we do.
• Accountability: All employees of SIHB effectively manage their own work and the work of their teams. We take ownership of our actions and decisions. We all strive to deliver the highest quality work and care, while respecting our teammates and patients.
• Collaboration: SIHB is a team-oriented organization. As team members, we share the responsibility of working toward a common purpose. We collaborate with our colleagues across the organization to deliver the highest quality of care and results in alignment with our mission, vision, values and Theory of Change.
• Communication: We practice effective and clear communication with staff, patients, teams and community. We demonstrate empathy among each other and with those we serve, and transparency in our decision making.
• Customer Service Orientation: All employees of SIHB recognize the needs of the diverse community we serve. We put the needs of our patients first by delivering the highest quality, professional, responsive, and innovative care. Our patients come first and deserve the best.

Organizational Structure/Reporting Relationships: This position reports directly to the Site Manager and is a member of the Community Relations Team. This position has no direct reports.

Position Summary:

The Community Relations Advocate (CRA) will greet and check-in patients for their appointments, as well as scheduling patient appointments via the check-out process. The CRA is an integral part of the clinic team, participating in population health management and care coordination efforts that ultimately result in high quality Patient care.

Organizational Responsibilities

• Hold Indigenous values and practices with respect and integrity.
• Hold yourself accountable to the highest standard by being resourceful, innovative, creative and solutions oriented.
• Actively participate in organizational activities with the understanding that success is achieved through teamwork.
• Recognize that communication is central to the organization's success and actively champion your words and actions to maintain respect for others, encourage constructive feedback, be open to share laughter and acknowledge differences in skills and opinions, all while keeping others' best intentions in mind.
• At SIHB, we refer to our patients as Relatives. Our Relatives come first and deserve the best. Serve the needs of our Relatives first by delivering the highest quality, professional, responsive and innovative care.

Job Responsibilities, Qualifications and Education

Responsibilities:

• Answer incoming telephone calls, schedule and confirm appointments, and transfer calls to appropriate staff/departments as needed.
• Check-in patients for medical, dental, behavioral health, WIC, and other appointment types as needed, providing registration packet. Monitor wait times and assist clinical teams with communications to Relatives and assist them as appropriate
• Provide and collect appropriate forms to update patient information and enter data into the Practice Management System (PM)
• Verify, assist, and update Patient demographics, health history, Notice of Privacy Practices, and additional pertinent patient information as needed.
• Exercise problem-solving and conflict resolution skills when handling Patient concerns and refers Patients to the appropriate designated personnel as needed.
• Practice's confidentiality and privacy protocols in accordance with clinical policies and HIPAA requirements
• Maintain Patient waiting areas and front-desk areas, in a manner that is organized and neat. Prepare clinic to open and close for business in a timely manner.
• Explain SIHB's financial assistance programs, verify income information and submit to Patient Account Services.
• Assist Patients to make payments and answer questions regarding accounts/statements or initiate assistance from Patient Accounts Services as appropriate.
• Partner with other clinical team members to ensure patients are receiving their needed services, i.e., scheduling taxis, issuing bus tokens, order interpretive services, etc.
• Participates in morning huddles and all staff meetings.
• Communicates effectively with clinic team members, both electronically and in person
• Complies with the SIHB risk management, compliance, and Information Technology security program requirements, including accurate and timely reporting of all adverse incidents.
• Demonstrate professional demeanor in appearance/behavior in all work-related interactions.
• Participate in and complete required organizational training programs, including annual Safety training, HIPAA, and Compliance training.
• Approach all Patients with a positive, Patient first, attitude.
• Provide back-up coverage for Patient Navigator and/or Enrollment Specialist as needed
• Actively participate in internal quality improvement teams and work with members proactively to drive quality improvement initiatives in accordance with the mission and strategic goals of the organization, federal and state laws and regulations, and accreditation standards, when assigned.
• Other job-related duties as assigned.

Background Qualifications

• Knowledge of Apple Health, Medicaid, Medicare, and private health insurance.
• Exceptional customer service and interpersonal skills with the ability to engage with patients and community members.
• Strong organizational skills, attention to detail, and ability to work both independently and as a team player.
• Able to multi-task comfortably and work with a high degree of professionalism.
• Ability to work in a fast-paced, team-oriented, patient-focused environment.
• Familiarity with the health and social issues facing American Indians/Alaska Natives and a desire to promote the delivery of appropriate health services to this population.

Education:

• High school diploma or equivalent. Associate degree in a human service-related position preferred, or any equivalent combination of comparable education and experience.

Experience:

• One year with health benefits or healthcare financial eligibility screening.
• Proficient in MS Office Suite.
• Experience with practice management or other scheduling and registration software preferred.

Work Environment:

SIHB staff work four (4) ten (10) hour shifts per week with one Saturday per month. Standard hours are 7 am to 6 pm, 4 days a week, with occasional extra hours for events or to meet deadlines.