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Patient Advocate

Company: Dignity Health Medical Group Region
Location: Rancho Cordova
Posted on: January 12, 2022

Job Description:

OverviewDignity Health Medical Foundation, established in 1993, is a California nonprofit public benefit corporation with care centers throughout California. Dignity Health Medical Foundation is an affiliate of Dignity Health - one of the largest health systems in the nation - with hospitals and care centers in California, Arizona and Nevada. Today, Dignity Health Medical Foundation works hand-in-hand with physicians and providers throughout California to provide comprehensive health care services to the many communities we serve. As Dignity Health Medical Foundation continues to grow and establish new premier care centers, we provide increasing support and investment in the latest technologies, finest physicians and state-of-the-art medical facilities. We strive to create purposeful work settings where staff can provide great care, while advancing in knowledge and experience through challenging work assignments and stimulating relationships. Our staff is well-trained and highly skilled, qualities that are vital to maintaining excellence in care and service. ResponsibilitiesPosition Summary:In collaboration with leadership, management and Mercy Medical Group providers, this position acts as a facilitating agent for the key initiatives of increased enrollment, customer service and patient satisfaction. This position will help to facilitate new patients building a relationship with their provider of choice and work with others to help organize team efforts directly related to patient care and satisfaction. The position is responsible for providing patients with education regarding the managed care environment and providing direct support to staff and providers as they interact with patients to ensure provision of the highest customer service. The main objective of this position is to help maximize enrollment (new patients and retention of current patients) through improved customer service and patient satisfaction.Responsibilities may include:- Provide avenue for patients to obtain assistance in navigating any Clinic processes that might be seen as barriers. This includes Clinic authorization processes, health plan authorizations, billing questions, patient advocacy, etc.- Coordinate the Group's patient complaint and resolution process, including database maintenance, tracking and trending and identifying any areas requiring customer service enhancements.- Facilitate tasks and processes required for new patients to be linked to the medical group. - As appropriate, assist new members with introduction to and explanation of available Mercy Medical Group services, processes and availability of providers.- Develop and maintain Patient Advocacy Database, including preparation of trending reports for management and Leadership.- Assist with roll-out of CQI and Pay for Performance Initiatives.QualificationsMinimum Qualifications:

  • Three (3) years of experience in a professional medical office setting, health plan and patient advocacy/conflict resolution capacity required
  • Requires:
    • Demonstrated skill in and understanding of medical office operations, systems, and processes (front office, back office, and health plan requirements)
    • Direct experience in and understanding of customer service role
    • Experience working with physicians, managers and staff to accomplish goals and objectives through influence and persuasion, as opposed to direct lines of authority
    • Ability to work with and effectively communicate (both verbally and written) with a diverse work force in all levels of the organization
    • Strong conflict resolution, facilitation and follow-through skills
    • Proficient in the use of Microsoft Office programs: Word, Excel, and PowerPoint
    • Must be able to adapt easily to change, and lead others through the change process
    • Must be able to work in a team environment that may change or fluctuate dependent on the activity or time frame
    • The position may, on occasion, require travel to multiple facilities
    • Ability to promote and role model excellent customer service Preferred Qualifications:
      • Associate degree (or equivalent experience) preferred
      • Understanding of medical and insurance terminology preferred
      • Strong understanding of healthcare marketing preferred
      • Proficiency in the use of Microsoft Access preferred

Keywords: Dignity Health Medical Group Region, Rancho Cordova , Patient Advocate, Other , Rancho Cordova, California

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