PATIENT ADVOCATE COORDINATOR in Starke, Florida at Palms Medical Group

Shape Your Future. Serve Your Community. Build Your Career with Palms!

What Life Working at Palms Looks Like:

Mission and Meaningful Work: PMG is a not for profit, Federally Qualified Health Center (FQHC). That means it’s focused on serving underserved populations, offering affordable primary care and preventative services. For many people, that makes the work feel meaningful.

Stability & Growth: PMG has been around for a long time (since 1971) and we are still expanding!

Comprehensive Services & Variety: We offer a wide array of services – family medicine, pediatrics, dental, behavioral health, prenatal care, etc. – So working here gives exposure to different patient populations, conditions and settings.

Patient-Centered, Community Focus: PMG emphasizes accessible care (same day scheduling, weekend appointments, bilingual staff) and works in communities throughout North Florida. It is also a Patient Centered Medical Home (PCMH), meaning there’s an emphasis on continuity of care, relationships with patients, etc.

Culture & Community: Many reviews say that PMG has a “friendly, compassionate, professional” environment. There is pride among the staff in giving back to the community.

Perks:

Competitive Wages

Comprehensive Health Coverage: Medical, Dental and Vision Insurance

Professional Development Opportunities

Employee Assistance Programs

Company Paid Life Insurance

401k with 5% Match

11 Paid Holidays

20 Days PTO

Recognition and Rewards

Community Impact

Position Summary

Patient Advocates Coordinators are responsible for all daily operations, management, and front desk administration duties.

Description of Primary Responsibilities

1) Responsible for customer service

a) Provide necessary customer and support services to patients of Palms Medical Group (PMG) within his/her field of training in accordance with stated policies and procedures of PMG.

b) Smile, welcome, and assist the patient upon their entry into the PMG clinic.

c) Answer, screen, and route telephone calls in a polite and professional manner.

e) Efficiently operate a multiline telephone.

f) Know all PMG departments and services.

2) Responsible for patient check-in

a) Verify accurate patient information with the appropriate signatures through Luma – demographics, , consent, and medical history forms.

b) Be able to verify patient insurance via Nextgen and through online portals.

c) Collect on patient’s outstanding balance.

d) Collect charges for today’s visit.

e) Maintain knowledge of accepted insurance including deductibles, premiums, PPOs, HMOs, and provider charges.

f) Accurately and proficiently enter data into NextGen EPM.

g) Maintain efficient patient flow with regard to front desk and clinic operations.

h) Know how to schedule and preschedule an appointment.

i) Assure patients, visitors, and vendors are signed in, announced, and routed to the appropriate departments.

j) Maintain orderly and professional work areas.

k) Maintain encounter logs.

l) Understand, articulate, and sign the patient up for the sliding fee scale.

3) Responsible for patient check out

a) Greet and communicate with patients in a professional and courteous manner.

b) Collect patient encounter form.

c) Verify the procedure and diagnosis code.

d) Collect charges for services delivered.

e) Collect on patient’s outstanding balance.

f) Accurately perform end-of-day activities, including but not limited to; assuring all encounters are accounted for, reconciling cash drawer, reconciling charges, submitting reconciled balance sheet, deposits and encounters to the Finance Department each day, and maintaining encounter and cash flow logs.

4) Responsible for administrative duties

a) Read and adhere to the Front Desk Policy Manual.

b) Check emails at least twice daily.

c) Navigate NextGen and Luma proficiently.

d) Appropriately task clinical related questions to nursing staff via EHR.

e) Oversee the daily front desk activities: employee schedules, workflow, and documentation.

f) Review, edit, and submit employee timecards via Paylocity.

g) Grant employees leave in accordance with PMG policy and staffing considerations.

h) Document patient complaints and grievances via the healthcare safety zone portal.

i) Complete AR report and follow up with staff regarding opportunities to increase collections weekly.

j) Work kept appointments and pending charges report weekly to ensure timely billing.

k) Complete daily data sheets by the end of each day.

l) Run reports and complete audit spreadsheet monthly to submit data to QAQI.

m) Participate in QA/QI and other meetings as directed by the VP of Practice Management.

n) Complete monthly audit and submit it to VP of Practice Management.

o) Works with Administration to ensure coverage for Trenton Saturday Clinic and after hours on call.

p) Understands how to create and alter provider templates.

q) Orients and rotates office staff through various office duties to ensure cross coverage in all job areas.

r) Complete assessment of staff performance, including 30- and 90-dayreview on all new hires and annual review on established employees.

s) Review scorecards with staff monthly.

t) Round with each staff member monthly.

u) Sets departmental goals and monitors staff progress toward goals.

v) Conducts office staff meetings monthly.

w) Hosts communication meetings alongside CCC monthly.

x) Oversees inventory and ordering of office Supplies.

y) Reviews automated patient satisfaction surveys monthly; discussing relevant results and patient concerns/comments in communication meetings monthly. Assure that provider templates are used appropriately.

z) Submits a bi-weekly report to the VP of Practice management.

aa) Understand and administer HR policies and procedures and ensure staff compliance. Assures staff meets deadlines on projects assigned i.e. annual training, health requirements.

bb) Perform any other duty assigned by the VP of Practice Management, or CEO to improve the efficiency of PMG.

Description of Primary Attributes

General Development:

1) Must be organized, a self-starter and detailed oriented

2) Job duties require the ability to work independently and as part of a team

3) Expected to multitask

4) Expected to train, mentor and coach patient advocate staff

5) Expected to stay at clinic until the last patient leaves

6) Expected to travel and cover other sites during patient advocate absences

7) Assist in the training and mentoring of coworkers by sharing knowledge, providing guidance, and supporting skill development.

Professional & Technical Knowledge:

1) Employee will have a Working Knowledge of the following office equipment:

• Multiline Telephone
• Copier
• Computer
• Scanner
• Fax Machine
• Calculator

2) Employee will be expected to navigate and operate Microsoft Office suite products, including Word and Excel

Licenses & Certifications:

1) High School Diploma or Equivalent

2) Prefer prior customer service experience and cash handling responsibility

3) Two (2) years’ experience in a supervisory role

Communications Skills:

1) Effectively communicates complex and/or technical information to co-workers, patients and/or vendors

Physical/Mental/Emotional Demands:

• Standing for long periods of time
• Sitting for long periods of time
• Viewing a computer monitor for long periods of time
• Bending
• Stretching / Reaching
• Walking short distances
• Lifting up to 50 pounds
• Operating office equipment (computer, fax machines, telephones and copy machines)
• Reading forms / Instructions / Patients Charts
• Communicating well to people of various ages, educational levels, cultural backgrounds in person or by telephone
• Exposure to potentially violent / irate patients
• Health / Safety Consideration of Position
• Exposure to chemical infectious / contagious illness
• Exposure to chemical and inhalation of antibiotics during reconstitution
• Exposure to X-Ray radiation
• Exposure to a variety of scents and odors
• Must utilize universal precaution in clinical or exposure situations as prescribed by federal state, and local guidelines and /or laws