Patient Advocate
Maui Medical Group Wailuku, 2180 Main Street, Wailuku, Hawaii, United States of America
Req #19
Tuesday, November 26, 2019
MAUI MEDICAL GROUP, INC. POSITION DESCRIPTION
Position Title
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Department
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Patient Advocate
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Patient Services
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INSTRUCTIONS:
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In Section A briefly describe the overall purpose of this position. Describe the position so that someone who does not know the position will understand it. In Section B describe the specific tasks or duties. The percentage of time spent performing the major job responsibilities is used for job evaluation purposes only. In Section C list the minimum qualifications, type of equipment used (including the frequency), characteristics, and environmental factors relating to this position.
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SECTION A: OVERALL PURPOSE OF THE POSITION
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Our Patient Advocate works with our healthcare providers to assist patients with their access to care. Our Patient Advocate is a compassionate healthcare worker who strives to support our patients and promotes their rights and best interests as they pursue healthcare services. He\she works to improve rapport between our patients and our healthcare providers. He\she addresses patient complaints to improve the quality of service
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SECTION B: MAJOR JOB RESPONSIBILITIES
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*
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PERCENTAGE
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1. Primary duties will include but are not limited to:
a) Readily accepts calls to assist patients with access to healthcare
b) Works with our healthcare providers to help deliver excellent care to our patients
c) Helps patients schedule visits with our healthcare providers
d) Understands rules governing medical billing to help patients schedule their visits
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35.0
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3. Receives complaints related to our “medical side” (not billing). Works to resolve the complaint on the first call. Documents the complaint and resolution. Works with our Medical Director to resolve complaints and reduce future related complaints
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25.0
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4. Regularly reviews reports of patients moving their care away from MMG. Where appropriate, contacts the patient to find out why they are moving their care away from MMG and tries to save the relationship. Compiles this information for reporting to MMG leadership team.
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20.0
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5. Reviews social media sources to learn about patients that were not satisfied with their MMG services. Works with the patient to resolve their concerns.
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10.0
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6. All other miscellaneous responsibilities and duties as assigned.
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5.0
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7. Demonstrates quality work, completes assignments on a timely basis, and makes decisions within limits of authority. Takes initiative in problem solving, maintains confidentiality of patient and company information, and interacts with patients, co-workers, and management in a courteous and respectful manner. Adheres to all company policies and procedures
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2.5
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8. Maintains attendance standards consistent with company policy.
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2.5
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TOTAL:
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100%
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Enter an asterisk (*) in this column to indicate Major Job Responsibilities that are essential functions.
SECTION C: OTHER INFORMATION
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RESPONSIBLE TO:
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Patient Services Manager
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SUPERVISES:
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MINIMUM QUALIFICATIONS:
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Education/Experience -
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Minimum of 2 years medical and public contact experience. Demonstrated knowledge of and skill in adaptability, change management, conflict resolution, decision making, customer service, interpersonal relations, oral communication, problem solving, quality management, teamwork and written communication.
Must be able to manage multiple tasks at the same time. Maintains a positive "can-do" attitude.
Must be able to work overtime or after hours as the need arises.
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Skills/Knowledge -
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Excellent verbal and written communication skills, including the ability to understand others and effectively disseminate technical information is required.
Excellent customer service skills.
Proficient computer skills; including Microsoft Office (specifically Word and Excel, Cozeva, eCW, etc.
Self-disciplined, energetic, passionate, innovative. Highly organized and well-developed oral and written communication skills. Demonstrates sound judgment, decision-making and problem-solving skills.
Able to maintain confidentiality with all aspects of information in accordance with practice, State and Federal regulations. Confidence to communicate and outreach to other community health care organizations and personnel
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Environmental
Factors:
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Requires prolonged sitting. Required some bending, stooping, and stretching for files and supplies. Requires manual dexterity sufficient to operate a keyboard and other office equipment. Vision must be correctable to 20/20 and hearing must be in the normal range for telephone contacts.
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This posting is inactive.