Patient Advocate I

Tanner Clinic has an immediate opening for a Patient Advocate.

Location: Layton

Hours: FT

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

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:

1. Analyze data, policies, and requirements to prepare an objective and comprehensive reports using computers for both research and reporting
2. Defuse tense situations through diplomatic problem-solving
3. 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