Career Opportunities with Comprehensive Community Health Centers

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Patient Experience Advocate

Department: Glendale Medical
Location: Glendale, CA

JOB SUMMARY 

The Patient Experience Advocate (PEA) will often be a patient’s first in-person interaction for a visit. The PEA is a representative of the organization, having thorough knowledge of CCHC and services. The PEA will work closely with patients, developing trust and providing support while they learn our organization and services. The Patient Experience Advocate will be responsible for improving patient experiences and integration into the healthcare setting.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

  • Greet and welcome all patients that enter the facility
  • Direct patient traffic accordingly
  • Promote in-house current events (e.g. health education classes)
  • Run daily, weekly and monthly reports using computer systems to track new patients
  • Patient tracking:

a)     Referral source (how did patient hear about CCHC, why did they choose CCHC for their care? This data can be used to strengthen marketing/outreach efforts in the community and help direct efforts to develop partnerships with the private sector or nonprofits/community organizations)

b)     Assistance provided

c)     Willing to participate in patient experience improvement

  • Distribute, monitor and maintain new patient packets
  • Assist patients with form/document completion (e.g. Fam PACT or warm handoff to Covered CA)
  • Distribute and collect post-visit patient satisfaction surveys for all patients
  • Assist patients with patient portal enrollment, overview of features and initial log in
  • Demonstrate patient portal features (e.g. messaging, review of labs and visit summary)
  • Provide support for patients calling in with issues navigating the patient portal
  • Deactivate portal accounts (patient turns 12 years old)
  • Responsible for achieving patient portal metrics and promotion of patient utilization
  • Support care coordination (e.g. connect patients with appropriate resources)
  • Call patients after their initial visit to inquire on their satisfaction and remind them of their next appointment. Log new patient complaints and look for trends and recommend solutions
  • When appropriate, assist with welcome calls:

a)     Welcome patient and confirm appointment

b)     Provide appropriate directions / parking instructions

c)     Instruct to bring appropriate paperwork to the first visit

  • Ensure waiting room is consistently neat and presentable, along with being stocked with appropriate health education and marketing materials. This will apply to triage, exam rooms and MA work areas as well
  • As needed, serve as a representative for promotional events and aid with patient recruitment
  • Participate in patient centered skill trainings and seminars
  • Other duties as needed

EDUCATION AND EXPERIENCE 

  • High school diploma or equivalent; Associate Degree preferred
  • Computer Literate with competency in Microsoft Office; Web Online skills
  • Prior experience with HIPAA regulations preferred
  • 2 years’ experience in Customer Service required preferably in Medical Field
  • Bilingual strongly preferred

 KNOWLEDGE, SKILLS, ABILITIES 

  • Flexibility to work at Glendale, Eagle Rock, Highland Park, and North Hollywood locations
  • Excellent oral, written, and interpersonal communication skills
  • Strong organization skills, initiative, and follow-through
  • Ability to prioritize and complete multiple tasks in a timely manner
  • As this is a newly created position, candidates need to be flexible and resourceful and to tolerate some ambiguity
  • Familiarity with health care industry and basic medical terminology
  • Ability to follow written and oral directions carefully and pay attention to detail

   

PHYSICAL DEMANDS 

Work is performed in the reception area involving frequent contact with people.  Interaction with others is constant and interruptive.  Requires lengthy periods of sitting; also bending, stretching, lifting and stooping.  Required manual dexterity, vision correctable to 20/20 and hearing must be in the range of normal for telephone contact. Ability to work in a fast paced environment that may produce stressful conditions at times

NOTE: The essential job functions for this position include, but may not be limited to those listed in this job description.  Employees hired for this position must be able to perform the essential functions of this job without imposing significant risk of substantial harm to the health or safety of themselves or others.

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