Patient Advocacy Manager

Patient Funding Alternatives; Wakefield; Hybrid; USD 70,000 - 90,000; Full time

Job summary

A leading healthcare organization in Wakefield is seeking a Senior Patient Advocacy Manager to lead a team focused on Medicaid enrollment support. The role combines operational oversight with team leadership and requires strong expertise in healthcare services. Candidates must possess a Bachelor's degree and have extensive experience in patient-facing roles. The position offers a comprehensive benefits package, including medical, dental, and a performance-based bonus structure.

Benefits

Medical, dental, and vision insurance

401(k) participation with company match

Paid time off

Qualifications

• 5+ years of experience in patient-facing healthcare services.
• 2+ years in a supervisory or management role.
• Strong knowledge of Medicaid and coordination of benefits processes.

Responsibilities

• Lead a team of 6 Patient Advocates to achieve strong performance results.
• Ensure team compliance with HIPAA during enrollment activities.
• Serve as primary contact for hospital partners and stakeholders.

Skills

Leadership

Coaching

Communication Skills

Medicaid Knowledge

Bilingual English/Spanish

Education

Bachelor’s degree in Business, Healthcare Administration, Public Health, or related field

Job description

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Position Summary

The Patient Advocacy Manager is responsible for leading a team of 6 Lead Patient Advocates who support patient enrollment into Medicaid-sponsored health insurance premium assistance programs such as HIPP and CHIPRA. This role is critical in driving frontline performance, hospital partner satisfaction, and enrollment outcomes. The Manager serves as both a supervisor and escalation point for complex cases, ensuring consistent execution, compliance, and a culture of accountability. The Manager is also responsible for the driving strong performance of the team of 6 Lead Patient Advocates.

This position requires a working knowledge of Medicaid operations, hospital workflows, and health benefits coordination — coupled with strong coaching, people management, and systems execution skills.

Key Responsibilities

Team Leadership & Performance Management

· Supervise, coach, and develop a team of 6 Patient Advocates across assigned hospital(s).

· Monitor daily performance metrics and ensure team is meeting KPIs (e.g., patient engagements, completed applications, case cycle time).

· Conduct regular 1:1s and field audits with team members to assess quality of interactions, compliance, and program understanding.

· Identify skill gaps and implement targeted training plans to improve individual and team effectiveness.

· Effectively manage a team of 6 Lead Patient Advocates to achieve strong performance results and drive successful performance metrics for hospital partners.

Operational Oversight

· Ensure all enrollment activities are carried out with accuracy, timeliness, and full HIPAA compliance.

· Partner with IT and administrative teams to ensure all cases are documented in PFA systems and documentation is complete.

· Track hospital census trends and proactively adjust team coverage and scheduling to match patient volume.

· Ensure team members maintain EMR user access and are following hospital requirements and protocols for credentialing.

· Maintain a strong dialogue and communication with all 3 VPSS to ensure they are appropriately staffed and customer performance continues to remain strong.

Hospital & Partner Relations

· Serve as primary point of contact for hospital partner leadership and key stakeholders (social workers, case managers, etc.).

· Lead quarterly performance reviews with hospital stakeholders and provide transparency around program metrics.

· Resolve escalated or complex issues, including disputes around program eligibility, documentation, or patient behavior.

· Provide direct assistance in high-risk or sensitive patient engagements when needed.

· Ensure team is properly trained in presenting HIPP/CHIPRA and supporting materials with clarity, empathy, and professionalism.

· Monitor trends in patient feedback and develop strategies to improve engagement and experience.

Minimum Qualifications

· Bachelor’s degree in Business, Healthcare Administration, Public Health, Social Work, or related field required.

· 5+ years of experience in patient-facing healthcare services, including 2+ years in a supervisory or management role.

· Strong knowledge of Medicaid and coordination of benefits processes.

· Hospital credentialing eligibility required (vaccinations, drug testing, etc.).

· Bilingual English/Spanish preferred.

Key Competencies and Skills

· Proven people leader with ability to coach, set expectations, and manage performance effectively.

· Strong knowledge of patient engagement, Medicaid policy, and healthcare benefits enrollment.

· Excellent written and verbal communication skills.

· Resilient and solutions-oriented, able to navigate change and resolve escalations calmly.

· Technologically savvy; able to manage operations using Apple hardware, digital systems, and virtual collaboration tools.

· Highly organized with sharp attention to detail and follow-through.

Work Environment and Physical Requirements

· Will require travel across multiple hospital campuses as needed.

· Ability to work in fast-paced, patient-facing environments with potential emotional stress.

· Hybrid Role located in Boston, MA area. Willing to come into the office 3-4 times a week.

Compensation & Benefits Summary

· Full-time salaried position with medical, dental, and vision insurance.

· 401(k) participation with company match.

· Paid time off and observed holidays per PFA policy.

· Eligible for performance-based bonus structure based on individual and team outcomes.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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