Job Title: Patient Advocate
Reports To: Department Manager
FLSA Status: Non-Exempt
Company Name: Exceptional Healthcare
Prepared By/Date: Terri Sutton 06/23/2025

Summary: The patient advocate is responsible for providing excellent customer service and patient support to all incoming and outgoing patient calls. The main focus is to follow up with patients after their visit to Exceptional Healthcare facilites. Outgoing follow up calls are to ensure that the experience with the facility was positve and pleasant. The calls will also discuss and inform the patient of the Explanation of Benefits they will receive. The patient advocate must be familiar with EOB's in order to assists all patients with questions and concerns.

Essential Duties and Responsibilities include the following.
• Ensure delivery of excellent customer service through communication and coordinating with team and billing departments to resolve issues.
• Conducting outgoing follow up calls to patients in effort to ensure their visit with the facility was a pleasant and positive one.
• Informing the patient of the Explanation of Benefits they will receive and explaining the billing process to clear up any questions or concerns.
• Responsible for hearing, recording and typing all complaints and submitting them to the complaint sheet.
• Report or escalate complaints or patient concerns when needed to facility director.
• Performing outgoing follow up calls daily to ensure all patient calls are current for assigned facilities.
• Submitting a daily call report to the patient advocate supervisor.

Supervisory Responsibilities The Patient Advocate position has no supervisory responsibilities.

Position Type and Expected Hours of Work The Patient Advocate position is full-time. Days and hours of work are determined and communicated by the department manager.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the noise level in the work environment and job sites can be loud.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to ascend or descend ladders, stairs, scaffolding, ramps, poles, etc. The employee is regularly required to remain stationary, often standing or sitting for prolonged periods. The employee is refugularly required to use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to assess the accuracy, neatness and thoroughness of the work assigned. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Travel No travel is expected for this position. The above statements are intended to describe the general nature and level of work being performed by the person assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills, and physical demands and may change at any time with or without notice.