POSITION OVERVIEW:

• The patient advocate looks out for the best interests of an individual patient as well as groups of patients by:
• Primarily focusing on patient satisfaction
• Resolving complaints by listening to patients & their families
• Follows up with issues and reports unsolved issues.
• Educating and helping patients understand their medical rights and financial information, and application assistance options available

• Assists in the overall patient flow by responding to patient and patient family complaints; resolving patient issues; reporting unresolved issues.
• Educates patients regarding the new patient process to include:
• Patient Portal (including assistance, navigation through Patient Portal)
• Service available
• Etc.

• The Advocate can provide patients with a list of resources available (e.g., food, housing assistance, transportation resources for example if managed care under LA Care, etc.).

DUTIES / RESPONSIBILITIES:

• Presents FHCCGLA’s patient rights philosophy to patients by welcoming new patients, reviewing with them the new Patient Handbook (including the patient right's handout); confirming their understanding of who & how to contact with regards to questions or concerns and after-hours process, etc.
• Prevents/resolves complaints by counseling with supervisors and managers when there is a potential problem developing; offering suggestions to resolve potential complaints; modifying practices that cause repeated complaints.
• Documents complaints by listening to patient and patient family complaints; documenting details; determining what resolution is sought.
• Resolves complaints by listening to patients and their families; directing them to a manager/supervisor; helping them present facts; developing acceptable resolutions; following-up on outcomes.
• Alerts administration by documenting unresolved complaints and potential legal actions.
• Improves quality results by assisting in the evaluation and re-design of the patient complaint process; and implementing changes as necessary.
• Introduces patients with clinic’s mission and policies to patients; ensuring their understanding of who to contact with questions or concerns.
• Reviews patient paperwork for accuracy and thoroughness.
• Meets with supervisors and managers to discuss and identify developing problems. Suggests solutions or modifications to resolve recurring complaints
• Identifies patient’s health care problems to refer patient to appropriate health care services. Discussing insurance coverage options for example:

• Optometry-Patient has coverage that is not currently available through optometry. Offer patient assistance in switching health plan to Health Net in order to be seen in optometry.
• IPA changes
• Etc.

• Ensures that the clinic provides excellent patient services through customer service and improved patient flow.
• Assists management to generate patient services reports (i.e., Cycle time, Patient flow, etc.).
• Promotes Health Services (dental, optometry, etc.), and provide program information.
• Practices confidentiality in regards to all client related matters. Maintains patient and family confidence by keeping complaint information confidential.
• Coverage at other FHCCGLA clinic sites as needed.
• Other duties as assigned.

MINIMUM QUALIFICATIONS:

• High School Diploma, required.
• 2 year-experience, minimum.
• Federally Qualified Health Center (FQHC) and Patient Centered Medical Home (PCMH) experience required.

ADDITIONAL ELIGIBILITY QUALIFICATIONS:

• Strong interpersonal and problem solving skills, to include persuasiveness, assertiveness, initiative and sensitivity when dealing with patients as well as agency staff.
• Ability to converse in public and promote FHCCGLA’s services:

? General Medicine

? Dental

? Pediatrics

? Optometry

? Women’s Health

? Podiatry

? Behavioral Health

? Immunizations

? Etc.

• Requires exceptional organizational skills.
• Expertise in resolving conflict.
• Excellent people skills.
• Strong interpersonal and problem solving skills.
• Possesses personal qualities of integrity, credibility, and commitment to the agency’s mission in regards to all tasks and services provided.
• Flexible, able to multitask; while setting priorities.
• Strong communication skills. Ability to communicate effectively.
• Self-motivated to take initiative to ensure all tasks performed are completed and accurate.
• Ability to multi-task, prioritize workload, and work under pressure of deadlines.
• Ability to function self-sufficiently.
• Willingness to adapt to changes in clinic schedules, agency growth and expansion.
• Willingness to participate in FHCCGLA hosted events/functions and community events (i.e., health fairs, NHCW, Breast Cancer event, etc.)
• Commitment to the provision of high quality health care for the indigent and under-served men, women, and children.
• Commitment to the mission and vision of Family Health Care Centers of Greater Los Angeles, Inc.
• Transportation required (based on agency growth may be required to travel to another FHCCGLA clinic site, or to attend meetings, etc., as necessary).
• Current California Driver License.
• Ability to speak Spanish, required.