PATIENT ADVOCATE

Description

We hire to retire. Come join our amazing team of professionals offering total family wellness and healthcare to residents of 7 counties via our 13 offices in North Florida.

We are looking for individuals who fit our patient-centric practice and positive office culture. If you love getting to know a diverse group of patients, have the patience to console upset patients while multitasking at a busy front desk, then we need you as the face of Palms Medical clinics! Apply today for one of our Patient Advocate positions. This position is full time but will work every weekend and get two days off during the week. 

PERKS:

•  Enjoy 11 PAID Holidays including your Birthday
•  20 days of PTO per year.
•  Family focused company values for work/life balance
•  Pay increase after initial 90 days of employment

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:

a) Professionally greet and assist patients at check-out.

b) Collect patient encounter form and ensure accuracy such as verify and update demographics, billing information, email address, mailing address, and phone number. Confirm and document the patient’s provider of choice.

c) Generate and print work/school notes as needed.

d) Review the “return in” section and either preschedule appointments OR enter recalls per provider instruction. 

e) Posting of encounters daily and maintain a five-day posting window.  

f) Run “Kept Appointment Report with No Charges” after completion of daily encounters.

g) Complete medical record requests daily and send to proper entity same day via email or fax.

h) Scan patient documentation following Site Scan procedures and file hard copies for 3-month spot checks.