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Job Type
Full-time
Description
Tanner Clinic has immediate opening for a full-time Patient Advocate at our Layton Parkway location.
Essential Job Responsibilities:
- Serve as the primary clinic contact to resolve patient concerns and complaints
- Take patient complaints by phone or in person and work within the system to resolve the patients' concern to the satisfaction of the patient whenever possible
- Interact with or refer to physicians or other clinic personnel including administration
- Understand clinic policies and procedures
- Work with staff to resolve concerns and improve services; take an advocacy position with all patients
- Offer information to patients and direct them to various providers/specialties within Tanner Clinic
- Provide community resources to patients and/or staff to facilitate individualized care in and outside of Tanner Clinic
- Answer patient portal questions and send invitation to create an account
- Make sure all waiting rooms at all locations have Patient Advocate business cards
- Encourage staff to utilize the patient advocate as a resource in helping to improve the patient experience
- Trend problem areas as they relate to the patient experience
- Document all calls and in-person visits
- Answer questions for patients regarding policies and protocols with the goal of limiting patient frustration and avoid transferring questions to various departments
- Work as a team to develop the Patient Experience Department to promote fluid patient/provider feedback resulting in improvement of patient relations throughout Tanner Clinic
- Support patients who may need support during their scheduled service at Tanner Clinic
Requirements
Education:
High School Degree or equivalent; bachelor degree preferred
Experience:
Minimum two years of experience in customer service; at least six months of experience in a health care setting. Patient care experience preferred.
Performance Requirements:
Knowledge:
- Knowledge of the healthcare field i.e., clinical and administrative systems, departments, and medical practices
- Including: clinic financial policies and reimbursement payment requirements
- Knowledge of counseling, conflict resolution, and customer service principles and applications
- Knowledge of research methods to identify issues and clarify policies; understanding of medical terminology
Skills:
- Analyze data, policies, and requirements to prepare an objective and comprehensive reports using computers for both research and reporting
- Defuse tense situations through diplomatic problem-solving
- Balance the needs of clinic with the needs of patient
Abilities:
- Communicate effectively with patients, staff, and external contacts via phone, in person, and through well-written communications
- Demonstrate leadership to resolve immediate and long-term patient concerns
- Establish and maintain effective relationships with a variety of people
Equipment Operated:
Standard office electronic equipment
Work Environment:
- Office setting with some interactions throughout the clinic
- Consistent contact with individuals from diverse backgrounds
- Minimal exposure to communicable diseases
- Frequent stress from tense and uncomfortable situations
Mental/Physical Requirements:
- Combination of sitting, standing, walking, and climbing stairs
- Frequent stress dealing with complex patient advocacy issues