Patient Care Advocate - Remote

AdvantageCare Physicians; New York (NY); Remote; USD 25,000 - 36,000; Part time

Job summary

AdvantageCare Physicians seeks a Part-Time Patient Care Advocate to join our remote call center operations. You will handle inbound calls and emails from patients, assisting with appointments and medical requests in a fast-paced environment.

The role requires strong phone etiquette, a patient-first mindset, and experience in a call center. Training emphasizes EHR navigation and delivering high-quality customer service across our New York metro network.

Qualifications

• Proven experience handling patient calls or emails in a fast-paced setting.
• Focus on delivering excellent customer service and patient experience.
• Ability to navigate and understand an EHR system.

Responsibilities

• Answer telephone calls and emails from patients.
• Place outbound calls to ACP centers or patients as needed.
• Assist patients with appointment scheduling and other medical requests.
• Demonstrate strong telephone soft skills and escalate issues when appropriate.
• Maintain call center database with accurate information.

Skills

Telephone skills

Patient-first attitude

Call center experience

Scheduling coordination

Education

High School Diploma or GED

Some college coursework

Associate’s or Bachelor's degree

Tools

EHR systems

Job description

Careers at AdvantageCare Physicians: At AdvantageCare Physicians, our providers and care teams reflect our commitment to population health. Improving the health of our patients is our goal; keeping our patients healthy is our commitment. Using our state-of-the-art electronic medical record (EMR) system, our providers, care teams, and practice administration staff work together to deliver high-quality, comprehensive and convenient care to our patients.

To protect the health and safety of our workforce, members, patients, and the communities we serve, AdvantageCare Physicians require all new employees to be fully vaccinated for COVID-19. Exemption/reasonable accommodations may be granted because of 1) a qualifying medical condition or disability that makes getting the vaccine unsafe for the individual, or 2) objection on the basis of sincerely held religious beliefs and/or practices.

Patient Care Advocate - Remote - Part Time

AdvantageCare Physicians (ACPNY) is a primary and specialty care practice serving half a million patients across the New York metropolitan area. With more than 30 medical offices across New York City's five boroughs and Long Island, ACPNY is continually expanding our practice and enhancing our services for communities throughout New York. As we grow, our employees grow with us.

Summary of Position

The Patient Care Advocate works in one of ACP’s Call Centers. Primary duties are to answer telephone calls or emails from patients, and as needed place outbound calls to our ACP medical centers or to patients. The applicant should have excellent computer navigation skills gained through prior business experience. In this position the Patient Care Advocate will work in a fast-paced inbound phone center environment assisting patients in appointment scheduling and other medical requests. Position requires outstanding telephone soft skills gained from previous experience.

Principal Accountabilities

• Answers phone calls on behalf of ACP and serves as the front line of communication for the organization with a focus on customer service.
  
• Requires the capacity to gain a comprehensive understanding of one or more EHR systems.
  
• Requires high level of analytical skills/cognitive skills to make responsible decisions during appointment scheduling and other patient service requests.
  
• Assists patients with any questions regarding ACP and resolves calls with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
  
• Maintains applicable call center database by entering/amending information.
  
• Required to meet specific call center performance metrics of productivity and quality assurance.
  
• Performs other job-related duties as required.

Qualifications

Education, Training, Licenses, Certifications

• High School Diploma or GED
  
• Some college coursework
  
• Associate’s or Bachelors’ Degree

Relevant Work Experience, Knowledge, Skills, and Abilities

• Strong telephone soft skills gained from prior customer/patient experience in a similar call center role (Up to 6 months experience).
  
• Possess a true patient first attitude, and a passion for assisting patients and delivering a differentiating patient experience on every contact.
  
• Outstanding work ethic and strong adherence to shift schedule.
  
• Two+ years of previous experience working in an inbound call center environment.
  
• One year of healthcare experience as a Medical assistant or assisting patients in any capacity.
  

Additional Information

• Requisition ID: 1000003294
• Hiring Range: $22.00 per hour

Pay Disclosure

At AdvantageCare Physicians, we prioritize transparency in our compensation practices. We provide a good faith estimate of the salary range for potential hires, which is based on key factors such as role responsibilities, candidate experience, education and training, internal equity, and market conditions. Please be aware that this estimate doesn’t account for geographic differences related to your work location. Typically, new hires may not start at the top of this range, as compensation is tailored to each individual's circumstances. For union positions, salaries will be determined according to the collective bargaining agreement. Join us at AdvantageCare Physicians, where your contributions are valued and supported by fair compensation.

EEOC Statement

We value the diverse backgrounds, perspectives, and experiences of our workforce. As an equal opportunity employer, we consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity, pregnancy, marital status, national origin, disability, veteran status, or any other protected characteristic protected by law.