Patient Experience Advocate I

$36,400 - $36,400/Yr

Sixteenth Street Community Health Center - Milwaukee, WI

Full-time - Entry Level

Milwaukee, WI

Ambulatory Health Care Services

About the position

The Patient Experience Advocate I at Sixteenth Street Community Health Centers is responsible for ensuring a positive experience for patients by managing front desk operations, assisting with patient registration, and facilitating communication between patients and clinical staff. This role emphasizes patient advocacy, financial assistance, and maintaining clinic standards while providing excellent customer service in a healthcare environment.

Responsibilities

• Proactively greet and direct patients upon arrival.
• Manage front desk responsibilities, including check-in and new patient registration.
• Uphold clinic guidelines related to Patient Confidentiality (HIPAA).
• Review and obtain demographics and insurance information, collect copayments and maintain accurate billing ledgers.
• Communicate the organization's expectation of payment at the time of service to patients.
• Identify patients in need of financial assistance and refer them to Patient Financial Services.
• Assist patients with appointment scheduling and other tasks as requested.
• Help maintain clinic flow by directing patients into exam rooms on time.
• Facilitate the completion of patient surveys and questionnaires.
• Advocate for patients and promote access through accommodation of provider schedules.
• Maintain excellent public relations with patients, families, and clinical staff.
• Notify the team and expedite rooming of acutely ill or possibly contagious patients.
• Work assigned EPIC work queues following departmental workflow processes.
• Provide information and assistance to people seeking services and keep patients informed of appointment delays.
• Assist with new employee onboarding and manage stressful situations empathetically.
• Maintain cleanliness and order of the lobby and desk, participating in Infection Control measures.
• Proactively communicate issues involving customer service and process improvement opportunities.

Requirements

• High school diploma or GED.
• Successful completion of in-house training/orientation.
• Medical experience in a clinic or hospital setting is helpful.
• Friendly and dynamic communicator with the ability to multi-task and make quick decisions in a high-stress environment.
• Leadership and assertiveness skills.
• Clear voice and pleasant presentation with a positive attitude.
• Familiarity with computers is helpful.
• Ability to relate well to people from diverse ethnic and cultural backgrounds.
• Bilingual (Spanish/English or Hmong/English) required.