Patient Care Advocate - Florida

<meta><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:18pt;white-space:pre-wrap;">About the role</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="white-space:pre-wrap;">The Care Advocate 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 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 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.   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.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:18pt;white-space:pre-wrap;">What you'll do</strong></b></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="white-space:pre-wrap;">*This position will require Monday-Friday, 8-hour shifts between 8:00 a.m. to 4:30 p.m or 10:30 a.m. to 7:00 p.m.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="white-space:pre-wrap;">*This position is a r</span><span style="color:rgb(34,34,34);background-color:rgb(255,255,255);white-space:pre-wrap;">emote position (must be in Florida)</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="white-space:pre-wrap;">*Pay range $20hr - $24/hr depending on experience</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Patient Support Center Care Navigation</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Provide advanced coordination across multiple patient care pathways using AI tech-enabled workflows</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Establishes relationships with and serves as primary point of contact for patients and their family or caretaker.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Assists patients requiring support with digital forms and surveys, utilizing AI tools to streamline the process.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Facilitate patient engagement through proactive outreach and digital communication tools.  </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Clearly communicates the purposes and services available to patients, family members, and caregivers.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Works with the patient to coordinate transportation into or out of a care setting </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Maintains frequent contact with client or hospital/clinic leadership to assist with other duties as assigned for participation in client or hospital/clinic initiatives. </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">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.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Investigate and resolve patient/provider inquiries and concerns in a timely manner.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Performs duties in compliance with Health Insurance Portability and Accountability Act (HIPAA) and understands the importance of protecting patient information.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Develops expertise in insurance benefits and exclusions related to treatment.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Maintains documentation of all client encounters in appropriate software applications or tools; completes reporting requirements according to program standards. </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Enter detailed information into company proprietary software while conversing with patients.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">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.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Analyze patient data to identify care gaps and initiate outreach based on performance metrics. </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Collaborate with AI tools to streamline patient interactions, focusing on higher acuity cases.  </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Meets key performance indicators including service levels, call volumes, adherence and quality standards.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Attends team meetings regularly with active engagement and collaboration.</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Technology Integration </strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Test and utilize new tools or product features.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Provides constructive, comprehensive, honest feedback regarding product and operational enhancements in a timely matter.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Regularly engage with and integrate new technology solutions into the virtual care navigation process to enhance job efficiency and ensure seamless patient experiences.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Remain adaptable and responsive to the continuous evolution of healthcare technology solutions, including software updates, new tools and digital communication platforms.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Participate in regular training sessions and workshops to ensure proficiency in all adopted technology platforms.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Utilize technology platforms to monitor and communicate with patients via education and screening tools, initiate or provide appointment coordination and provide timely reminders.</span></li></ul><h3 style="font-family:" basel="" grotesk",arial,sans-serif;line-height:1.6;font-size:21pt;font-weight:600;letter-spacing:0.25px;margin-top:14px;margin-bottom:4px;text-align:start;padding-left:0px;"=""><span style="white-space:pre-wrap;">Minimum Required Qualifications:</span></h3><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">High school diploma or GED</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Experience in healthcare, home health, managed care, behavioral health, population health or care coordination environments</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Experience working in high-accountabiity remote operations environments</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Ability to maintain a high level of productivity autonomously</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Experience working in a call center environment</span></li></ul><h3 style="font-family:" basel="" grotesk",arial,sans-serif;line-height:1.6;font-size:21pt;font-weight:600;letter-spacing:0.25px;margin-top:14px;margin-bottom:4px;text-align:start;padding-left:0px;"=""><span style="white-space:pre-wrap;">Preferred Qualifications:</span></h3><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Bilingual communication skills</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Familiarity with patient outreach workflows, appointment coordination, referral management or engagement programs</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Experience with underserved populations.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Knowledge of Medicare, Medicaid and commercially insured payer common practices and policies</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">40+ wpm typing proficiency</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Experience documenting in electronic health record system or similar</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Experience using AI technology, apps, software</span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><br></p><h3 style="font-family:" basel="" grotesk",arial,sans-serif;line-height:1.6;font-size:21pt;font-weight:600;letter-spacing:0.25px;margin-top:14px;margin-bottom:4px;text-align:start;padding-left:0px;"=""><span style="white-space:pre-wrap;">Competencies (Knowledge/Skills/Abilities):</span></h3><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Knowledge of medical terminology.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Knowledge of Health Insurance Portability and Accountability Act (HIPAA) and Protected Health Information (PHI) rules and practices. </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Working knowledge of computer skills using MacOS systems, the internet, Microsoft Word, Excel, Outlook, Google Workspace tools (e.g., Drive, Docs, Sheets, Slides, Calendar, Meet), video conferencing platforms, and other browser-based tools.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Demonstrated strong customer service orientation skills, digital communication (text, email), and telephone etiquette.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Ability to communicate effectively and accurately in both verbal and written forms.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Ability to remain organized and manage competing priorities.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Ability to work within established timeframes as part of a care team or independently.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Ability to develop relationships with patients and care team members.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Ability to respectfully listen to patient and care team without interruption to understand patient needs, expectations, values, and perspectives; ask appropriate questions to ensure understanding; and respond appropriately.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Comfortable working in ambiguity and fast paced environment </span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Demonstrates operational ownership and proactively identifies workflow issues, barriers and or escalation needs</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Ability to use logic and reasoning to approach problems and identify alternative solutions.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Flexible and creative problem solver.</span></li><li style="font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;text-align:start;"><span style="white-space:pre-wrap;">Non-judgmental and energetic. </span></li></ul><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><br></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="white-space:pre-wrap;"> 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.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><span style="white-space:pre-wrap;">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.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;text-align:start;"=""><b><strong style="white-space:pre-wrap;">Working Conditions</strong></b><br><span style="white-space:pre-wrap;">Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated.</span></p><p style="font-family:" basel="" grotesk",arial,sans-serif;font-size:19pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px="" 0px;padding:0px;"=""><b><strong style="font-size:19pt;white-space:pre-wrap;">Benefits</strong></b></p><ul data-pattern="discCircleSquare" data-depth="1" style="font-family:" basel="" grotesk",arial,sans-serif;font-size:11pt;font-weight:400;margin:8px="" 0px;line-height:1.6;padding:0px="" 0px="" 32px;list-style-type:disc;"=""><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">401(k)</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Dental insurance</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Health insurance</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Vision insurance</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">LT/ST Disability and Life Insurance</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Technology reimbursement</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Paid time off (Vacation, Sick, Holiday)</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Paid Parental leave</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Professional development</span></li><li style="font-size:12pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;"><span style="white-space:pre-wrap;">Technology Reimbursement</span></li></ul>