Onsite Patient Advocate Manager

Job Type Full-time Description

This position is responsible for overseeing the Onsite Patient Advocates at all Deaconess locations, in addition to Patient Advocate interaction with patients The WellFund - Deaconess Onsite Patient Advocate Manager organizes, delegates, and monitors tasks and productivity goals for the team by performing the following duties personally or through subordinate employees.  The WellFund - Deaconess Onsite Patient Advocate Manager must ensure that methodologies, policies and procedures are deployed to guarantee the highest quality standards with “patient first ideology” as a goal. 

 Essential Duties of the Position

• Adhere to all local, state and federal laws, regulations and guidelines as well as Deaconess Code of Conduct or other applicable policies. 
• Communicate continuously with Deaconess Case Management staff & Patient Access staff, patients, Call Center Team, and/or Onsite Patient Advocates to ensure an effective, organized, and efficient team 
• Travel to each Deaconess location to ensure you are managing employees and ensuring each location is satisfied with the work being completed
• Perform the duties of a Patient Advocate as time allows to help process referral volume, which consists of:
  • Collect and review patient information to determine patient’s eligibility
  • Prepare documents and reviews them for accuracy and completeness 
  • Completes various insurance applications after determining eligibility
• Develops and retains professional relationship with The WellFund staff and Hospital client staff 
• Maintains confidentiality at all times (i.e. PHI and HIPAA)
• Willing to go the extra mile for those who need your help 
• Must keep any and all procedures pertaining to WellFund updated 
• Screen, interview, and hire new employees 
• Arrange for the training of new employees and continuous training of current staff
• Counsel staff with disciplinary and productivity issues 
• Appraise employee performance, rewarding for good performance and issuing necessary disciplinary action for poor performance
• Provide ongoing coaching and counseling and communicating expectations to the team
• Resolve issues escalated by Clients and/or WellFund staff
• Identify workflow/process inefficiencies. Develop and implement workflow/process improvements
• Meet deadlines for account review and performance tracking based on requests from senior management 
• Process and run reports with the ability to communicate all designated reports

Responsibilities of the Position

• Exemplifies the Mission/Vision/Core Values of The WellFund in all personal and professional behavior 
• Collaborates with manager to identify own learning needs and set goals using available resources to meet these needs/goals
• Works in collaboration with other departmental associates to ensure the continued success of The WellFund
• Initiates behavior changes, as necessary based upon performance feedback
• Accepts responsibility for own actions, while taking ownership of departmental outcomes
• Resolves client/patient complaints by investigating problems, developing solutions, and making recommendations to management
• Oversees the workload of patient advocates and organizes day to day functions for the patient advocates.
• Work with Patient Advocates in ordering supplies

Requirements

• Computer proficiency skills are required with in-depth knowledge of Epic system, FACS, Artiva and Microsoft Office Products
• Willingness to travel to all Deaconess locations (IN, IL and KY)
• Excellent verbal and written communication skills
• Ability to work in fast-paced, changing environment 
• Must be flexible and adaptive to change in order to support business needs
• Must have the ability to perform repeated tasks with a high level of accuracy
• Must have working knowledge of HIPAA and Red Rule regulations
• Good communication skills and interpersonal skills
• Ability to learn quickly and navigate effectively through multiple systems
• Professional attitude, and able to maintain composure in urgent or confrontational situations
• Effective critical thinking, problem solving and decision-making skills
• Display strong organization/time management skills
• Work independently and must be multi-task oriented
• Maintain confidentiality at all times (i.e. PHI and HIPAA) 
• Team player attitude
• Possess a thorough understanding of WellFund employee handbook as well as policies & procedures surrounding all related functions and systems

Difficulty of Work

The WellFund Onsite Patient Advocate Manager must deal with a variety of reports, docume