PATIENT ADVOCATE

Description

Shape Your Future. Serve Your Community. Build Your Career with Palms!

What Life Working at Palms Looks Like:

Mission and Meaningful Work: PMG is a not for profit, Federally Qualified Health Center (FQHC). That means it’s focused on serving underserved populations, offering affordable primary care and preventative services. For many people, that makes the work feel meaningful.

Stability & Growth: PMG has been around for a long time (since 1971) and we are still expanding!

Comprehensive Services & Variety: We offer a wide array of services – family medicine, pediatrics, dental, behavioral health, prenatal care, etc. – So working here gives exposure to different patient populations, conditions and settings. 

Patient-Centered, Community Focus: PMG emphasizes accessible care (same day scheduling, weekend appointments, bilingual staff) and works in communities throughout North Florida. It is also a Patient Centered Medical Home (PCMH), meaning there’s an emphasis on continuity of care, relationships with patients, etc. 

Culture & Community: Many reviews say that PMG has a “friendly, compassionate, professional” environment. There is pride among the staff in giving back to the community. 

Perks:  

Competitive Wages

Comprehensive Health Coverage: Medical, Dental and Vision Insurance

Professional Development Opportunities

Employee Assistance Programs

Company Paid Life Insurance

401k with 5% Match

11 Paid Holidays

20 Days PTO

Recognition and Rewards

Community Impact 

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.

i) Collect payment for services rendered, including outstanding balances; document collection efforts appropriately.

j) Complete duties related to Quality outreach including QIA projects, waitlist management, and patient follow-up.

•  Perform accurate end-of-day reconciliation including: Organizing encounters chronologically.  
• Reconciling cash drawer and charge totals.  
• Submitting balance sheets and preparing bank deposits.  
• Sending weekly encounters to the Finance Department.  
• Maintaining cash flow logs.

4) Responsible for administrative duties:

a) Review and adhere to the Front Desk Policy Manual.

b) Check and respond to emails at least twice daily.

c) Utilize MS Teams throughout the workday.

d) Appropriately task clinical related questions to nursing staff via EHR. 

e) Participate in Quality Assurance and other meetings as directed by the Patient Advocate Coordinator or VP of Practice Management.

f) Assist with medical data collection for UDS reporting and grant applications. 

g) Support with audits, surveys, and other task as directed.

h) Perform any other duty assigned by the Patient Advocate Coordinator, VP of Practice Management or Practice Management Specialist to support and improve the efficiency of PMG.

i) Attend scheduled meetings and record minutes as assigned.

j) Complete quarterly Relias training assignments.

k) Submit Event Reports through Healthcare Safety Zone as needed.

Work Schedule & Availability

a) Patient Advocates may be hired for variable schedules based on clinic needs, which may include any day of the week (Sunday through Saturday).

b) Must be available to work flexible hours, including mornings and occasional extended shifts.

c) May be assigned to cover Saturday clinics and/or designated holiday clinic days as part of a rotating schedule.

d) Schedule adjustments and location assignments are subject to change to ensure patient access and operational coverage.

e) Must be flexible and willing to travel to other PMG clinical locations to provide coverage during Patient Advocate absences.

Requirements

Description of Primary Attributes

General Development:

a) Must be organized, self-motivated, and detailed oriented

b) Able to work independently and collaboratively within a team setting.

c) Demonstrates strong multitasking abilities in a fast-paced clinical environment. 

d) As needed to support team unification, may be assigned to train, mentor, and coach peer Patient Advocate staff to promote consistency and excellence in front desk operations.

e) Expected to remain on-site until the last patient has completed their visit to ensure a seamless end-of-day operation.

f) Patient Advocates expected to oversee the patient lobby to ensure a positive, welcoming, and supportive experience for all patients and guests.

g) Assist in the training and mentoring of coworkers by sharing knowledge, providing guidance, and supporting skill development.

Professional & Technical Knowledge:

1) Employee will have a Working Knowledge of the following office equipment:

• Multiline Telephone System
• Copier
• Computer & tablet devices
• Scanner
• Fax Machine and work process associated with secured fax system
• Calculator

2) In addition the employee must be proficient in navigating and operating software programs including:

• Microsoft Office Suite (Word, Excel) 
• Luma 
• QueueMetrics 
• Nextgen
• Various quality and insurance portals

Licenses & Certifications:

1) High School Diploma or Equivalent

2) Prefer prior customer service experience and cash handling responsibility. 

Communications Skills:

1) Effectively communicates complex and/or technical information to co-workers, patients and/or vendors in a clear, professional, and courteous manner.

2) Demonstrates strong front-facing customer service skills by engaging patients with warmth, empathy, and professionalism. 

3) Maintains positive, respectful, and appropriate conversations at the front desk at all times, ensuring a welcoming and confidential environment. 

4) Actively listens and responds to patient needs while upholding the values and service standards of Palms Medical Group.

Physical/Mental/Emotional Demands:

• Standing or sitting for extended periods of time
• Frequent use of a computer monitors and electronic systems
• Bending, stretching, and reaching during daily task
• Walking short distances within the clinic or office setting
• Lifting and carrying items up to 50 pounds
• Operating standard office equipment (e.g., computer, tablet, fax machines, telephones and copy machines)
• Reading and interpreting forms / Instructions / Patients Charts 
• Communicating effectively with individuals of various ages, educational levels, cultural backgrounds both in person or by telephone
• Utilizing Language Line interpreter services when needed to ensure effective and accurate communication with non-English-speaking patients
• Managing interactions with potentially emotionally distressed or irate patients

Health / Safety Consideration of Position

• Potential exposure to chemical infectious / contagious illness
• Exposure to chemical agents and inhalation of medications during reconstitution (e.g., antibiotics)
• Potential exposure to X-Ray radiation (if in proximity to radiologic services)
• Exposure to a variety of scents and odors in the clinical environment 
• Must follow universal precautions and infection control standards as mandated by federal state, and local regulations