Patient Care Advocate II - Patient Support Center

Job Description

Job Description

At Rely Health, each patient receives a steadfast companion on their healthcare journey. Empowered with technology, our patient care navigators not only ensure high-quality engagements, but also make comprehensive care more cost-effective and accessible for all patients.

The Care Advocate II guides patients and their families throughout the patient’s care journey by combining human interaction and technological tools to facilitate a seamless experience during the initial intake process through their journey to and from their appointments. The Care Advocate II helps reduce worry and frustration for patients, families, and caregivers by increasing communication, coordination, and efficiency across the healthcare and transportation system; performs various activities including, but not limited to : assist patients with completing all medical forms for the clinic through the use of technology; obtain referrals or authorizations; arrange transportation; contact patients prior to appointments as needed to ensure follow-through; document activities of patient advocacy; maintain knowledge of and collaborate with local healthcare-related resources and insurance plans;; and keep patients, their families, and caregivers apprised of care management. The Care Advocate II will be instrumental in helping build the technology platform to support the transitions through the patient’s care journey.

Acting as a personal patient concierge, strong customer service and communication skills are a must and will include heavy use of phone (inbound and outbound), email, and AI chat in the office setting. . You will be responsible for understanding patient and / or provider requests and connecting the patients to the appropriate resource. Success in this position is based on results-oriented goals and metrics.

Patient Support Center Care Navigation

• Provide advanced coordination across multiple patient care pathways using tech-enabled workflows
• Establishes relationships with and serves as primary point of contact for patients and their family or caretaker.
• Assists patients requiring support with digital forms and surveys, utilizing AI tools to streamline the process.
• Facilitate patient engagement through proactive outreach and digital communication tools.
• Clearly communicates the purposes and services available to patients, family members, and caregivers.
• Works with the patient to coordinate transportation into or out of a care setting
• Maintains frequent contact with client or hospital / clinic leadership to assist with other duties as assigned for participation in client or hospital / clinic initiatives.
• Aids in customer service, patient experience by maintaining a non-judgemental, calming presence and relaying feedback or patient issues to appropriate clinical or patient experience staff.
• Investigate and resolve patient / provider inquiries and concerns in a timely manner.
• Performs duties in compliance with Health Insurance Portability and Accountability Act (HIPAA) and understands the importance of protecting patient information.
• Develops expertise in insurance benefits and exclusions related to treatment.
• Maintains documentation of all client encounters in appropriate software applications or tools; completes reporting requirements according to program standards.
• Enter detailed information into company proprietary software while conversing with patients.
• Fully discloses relevant training, experience, and credentials to ensure patients understand the services the Navigator is qualified to provide and refrains from any activity that could be construed as clinical in nature.
• Analyze patient data to identify care gaps and initiate outreach based on performance metrics.
• Collaborate with AI tools to streamline patient interactions, focusing on higher acuity cases.
• Meets key performance indicators including service levels, call volumes, adherence and quality standards.
• Attends team meetings regularly with active engagement and collaboration.
• Support training and mentorship of Level I navigators in managing large patient populations and data

Technology Integration

Requirements

Minimum Required Qualifications :

Preferred Qualifications :

Competencies (Knowledge / Skills / Abilities) :

Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity / expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

Working Conditions

Work is performed in an office call center setting . Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it.

Benefits

Salary : $20 - $23