Patient Advocate

Definition

Definition: Under general supervision of the Risk Manager, the Patient Advocate will help patients navigate the complexities and obstacles of the healthcare system. The responsibilities will include greeting and welcoming patients, informing patients of their rights, responding to patient queries or complaints and assisting patients with resolving issues. This job class is treated as FLSA Non-Exempt.

Essential Functions: Essential functions may vary among positions and may include the following tasks, knowledge, skills, abilities and other characteristics. This list of tasks is ILLUSTRATIVE ONLY and is not intended to be a comprehensive listing of tasks performed by all positions in this classification.

Examples of Tasks

Tasks:

• First point of contact for patient concerns or complaints.
• Records, reviews, and takes steps to follow-up on and resolve patient complaints.
• Coordinates activities across multiple teams to promote positive patient outcomes .
• Develops and maintains a system to complete and track patient requests, progress on requests and reports back weekly on status.
• Communicates with doctors, nurses, therapists and Purchased Referred Care (PRC) on a patient's behalf.
• Explains things to patients, ranging from medical care recommendations to information on a diagnosis.
• Rounds in patient waiting areas and coordinates with office staff to adequately communicate estimated wait times or other issues.
• Gets information for patients and asks specific questions on patient's behalf.
• Assists patients with form completion or writing down information and answers to questions for patients.
• Accompanies patients to tests, procedures or appointments as requested or available.
• Solves conflicts and crisis situations with health care professionals and family members.
• Promotes client satisfaction survey completion.
• Makes sure patients' rights are met.
• Maintains timely communication with patients.
• Works on special projects as assigned.
• Performs other job-related duties as assigned to enhance departmental operations.

Knowledge, Skills, Abilities, and Other Characteristics:

• Knowledge of the history, customs, culture, traditions and government of the Salt River Pima- Maricopa Indian Community.
• Knowledge of healthcare practices and concerns.

• Passion for well-being of patients
• Skills in strong verbal and written communication.
• Skills for building positive working relationships

• Ability to offer emotional support and sympathy.
• Ability to effectively manage diverse patients and employees in high-stress situations.
• Ability to perform problem-solving.
• Ability to adopt a team player mentality and exercise adaptability.
• Ability to work as a productive member of a team.
• Ability to deal with sensitive issues and maintain appropriate, professional and confidential relationships.
• Ability to incorporate cultural differences, health beliefs and learning styles.
• Ability to bend, lift, and move in a manner consistent with the duties assigned.

Minimum Qualifications

• Education: High-school diploma or equivalent required. Associates Degree in health administration, social work or relevant field preferred.

• Experience: Minimum of one (1) year patient advocate experience within the healthcare industry required, Minimum of two (2) years customer service experience.

• Preferred Certifications: Board Certified Patient Advocate (BCPA)
• Experience working with Native Americans strongly preferred.

• Equivalency: Any equivalent combination of education and experience that will allow the applicant to satisfactorily perform the duties of the job may be considered when filling the position.
• Underfill Eligibility: An enrolled Community Member whom closely qualifies for the minimum qualifications for a position may be considered for employment under SRPMIC Policy 2-19, Underfill.
  

Special Requirements

Prior to hire as an employee, applicants will be subject to drug and alcohol testing. Will be required to pass a pre-employment background/fingerprint check.

"SRPMIC is an Equal Opportunity/Affirmative Action Employer" Preference will be given to a qualified : Community Member Veteran, Community Member, Spouse of Community Member, qualified Native American, and then other qualified candidate.

In order to obtain preference, the following is required: 1) Qualified Community Member Veteran (DD-214) will be required at the time of application submission 2) Qualified Community Member (must provide Tribal I.D at time of application submission),3) Spouse of a Community Member (Marriage License/certificate and spouse Tribal ID or CIB is required at time of application submission), and 4) Native American (Tribal ID or CIB required at time of application submission).

Documents may be submitted by one of the following methods:

1) attach to application

2) fax (480) 362-5860

3) mail or hand deliver to Human Resources.

Documentation must be received by position closing date.

The IHS/BIA Form-4432 is not accepted .

Your Tribal ID/CIB must be submitted to HR-Recruitment-Two Waters.