PATIENT ADVOCATE

Description

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

The Patient Advocate is responsible for all clerical and front desk administrative duties, including but not limited to greeting guests, responding to patient chats, scheduling appointments, verifying insurance, collecting payments, and supporting overall front office workflow. This is a front-facing role that requires a strong commitment to professionalism, accuracy, and outstanding customer service. As a key liaison between patients and the care team, the Patient Advocate ensures each interaction reflects the organization’s values and contributes to a positive, patient-centered experience.

Description of Primary Responsibilities

1) Responsible for customer service:

a) Provide courteous, front facing, and in the moment customer and support to all patients, in accordance with the policies and procedures of Palms Medical Group. .

b) Greet and welcome patients promptly upon entry, providing immediate, courteous assistance to ensure a positive first impression. Upon departure, thank patients for choosing Palms Medical Group and offer any needed support to complete their visit

c) Answer internal telephone calls professionally and within three rings. Operates a multiline phone system effectively.

d) Demonstrates knowledge of all PMG departments and services to direct patients appropriately. 

e) Maintain a positive and customer-focused attitude at all times.

2) Responsible for patient check-in:

a) Confirm insurance verification using the EHR system (RTS or external insurance portals).

b) Review the quality portal and print appointment agendas for scheduled patients for the next day. 

c) Collect and update missing patient information. (e.g., insurance cards, fees, demographics, consent forms, PCP changes) 

d) Update patient charts via the Patient Report in the check-in software, as check-in autoflow process is completed

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

f) Accurately and proficiently confirm data entered in Luma is accurately reflected in Nextgen for all appointments listed for current day patients.

g) Maintain efficient patient flow and support overall clinic operations.

h) Schedule and preschedule appointments at check in or check-out as needed.

i) Ensure visitors, patients, and vendors are signed in, announced, and routed appropriately. Ensure visitor log is completed for visitors/vendors and sign-in sheet is completed for patients.

j) Maintain orderly and professional work areas.

k) Understand and articulate the sliding fee scale program to patients.

l) Follows procedure for collecting payments on services delivered & outstanding balances along with adding the appropriate documentation for tracking and follow-up.  

m) Verify PCP field in patients’ chart with Provider of choice.

n) Follow proper protocol when no appointment availability exists.  

3) Responsible for patient check out: