Patient Advocate

HarmonyCares is a national provider of in-home primary care services for patients with complex healthcare needs, operating home-based practices in 14 states. The Patient Advocate position manages non-clinical inbound inquiries and medication refill requests from patients, families, providers, and external entities. The role is located in the United States.

Responsibilities

• Serves as first point of contact for non-clinical inbound inquiries and overflow calls from pharmacy technicians regarding refill requests, using process documentation to determine transfers or escalations
• Documents all phone calls, interactions, and medication refill requests in the EHR according to standard guidelines
• Adheres to call scripts, policies, procedures, and productivity expectations
• Assists patients and patient delegates with patient portal access, password resets, and general troubleshooting
• Adheres to the established work schedule
• Complies with HIPAA and all applicable state and federal laws
• Identifies, acknowledges, and escalates patient complaints and grievances in a timely manner
• Collaborates with care team members on assigned quality improvement activities

Requirements

• High school diploma or GED
• Graduation from an accredited CNA, PCT, MA, or EMT program, or 1+ years of healthcare experience
• Proficiency with electronic health records (EHR) systems, call center technology, and Microsoft Office Suite
• Knowledge of basic principles, practices, and techniques in primary healthcare
• Familiarity with Medicare and Medicaid insurances and programs (preferred)
• EMT or Medical Assistant certification (preferred)
• Experience with Aprima EHR (preferred)

Benefits

• Health, dental, vision, disability, and life insurance
• 401K retirement plan with company match
• Tuition, professional license, and certification reimbursement
• Paid time off, holidays, and volunteer time
• Paid orientation and training
• Pay range of $15.39–$20.00 per hour, with individual compensation based on skill set, experience, and qualifications