Patient Experience Advocate I

Sixteenth Street Community Health Centers; Milwaukee (WI); On-site; USD 19,000 - 25,000; Full time

Job summary

Sixteenth Street Community Health Centers is seeking a front desk professional to warmly greet patients and manage check-in/new patient registration. You will handle billing tasks including copays, collect payments, and maintain accurate ledgers, while upholding HIPAA and clinic guidelines.

Bilingual abilities are required to serve diverse Milwaukee communities and support efficient clinic flow. This role emphasizes strong communication, teamwork, and the ability to multi-task in a high-volume

Qualifications

• High school diploma or GED required.
• Friendly, dynamic communicator with ability to multitask.
• Able to relate to people from diverse backgrounds.

Responsibilities

• Greet and direct patients warmly and professionally on arrival.
• Handle front desk duties including check-in and new patient registration.
• Uphold HIPAA and clinic guidelines for patient confidentiality.
• Collect copayments and balances; maintain accurate billing ledgers.
• Inform patients about payment expectations at service time.
• Identify patients needing financial assistance and refer to Financial Services.
• Assist with appointment scheduling and related tasks.
• Help maintain clinic flow by directing patients to exam rooms on time.
• Facilitate completion of patient surveys and questionnaires.
• Advocate for patient access and coordinate provider schedules as needed.
• Maintain patient relations with families and staff; ensure smooth information flow.
• Know Medicare/Medicaid and third-party payer reference materials.
• Notify team to expedite rooming for acutely ill or contagious patients.
• Work EPIC queues per department workflow.
• Provide information to patients seeking services and update them on delays.
• Performs other duties as assigned.

Skills

Bilingual Spanish/English or Hmong/英语

Excellent communication

Multitasking

Customer service orientation

Team collaboration

Education

High school diploma or GED

Tools

EPIC

Computer literacy

Job description

Join our team dedicated to the highest quality health care!

Job Responsibilities:

1. Proactively, warmly, and respectfully greets and/or directs patients upon arrival.
2. Manages front desk responsibilities, including check-in and new patient registration.
3. Upholds clinic guidelines and standards related to Patient Confidentiality (HIPAA).
4. Reviews and/or obtains demographics and insurance information per protocol, collects copayments and balances due on the account from patients, and maintains accurate billing ledgers/receipts daily.
5. Communicates the organization's expectation of payment at the time of service to the patient.
6. Identifies patients in need of financial assistance and refers patients to Patient Financial Services when necessary.
7. Assists patients with appointment scheduling and other tasks as requested.
8. Helps maintain clinic flow by strategically directing patients into exam rooms on time.
9. Facilitates the completion of patient surveys and questionnaires.
10. Advocates for patients and promotes access through accommodation and "jockeying" of provider schedules as needed.
11. Maintains excellent public relations with patients, families, and clinical staff as well as demonstrates a willingness and ability to work collaboratively with others for a concise and timely flow of information.
12. Maintains knowledge of reference materials for Medicare, Medicaid, and third-party payers.
13. Notifies the team and helps expedite rooming of all acutely ill or possibly contagious patients.
14. Works assigned EPIC work queues, following the department's workflow process as assigned.
15. Provides information and assistance to people seeking services and keeps patients aware of any appointment delays.
16. Call Center duties as assigned.
17. Assists with new employee onboarding.
18. Manages stressful situations in the most empathetic manner.
19. Maintains cleanliness and order of lobby and desk and participates in Infection Control through appropriate stocking of supplies and enhanced seasonal cleaning schedule.
20. Maintains a uniform, professional appearance that communicates respect, safety and warmth.
21. Proactively communicates issues involving customer service and process improvement opportunities.
22. Performs other duties as assigned.

QUALIFICATIONS:

1. High school diploma or GED.
2. Successful completion of in-house training/orientation.
3. Medical experience in a clinic or hospital setting helpful.
4. Must be a friendly, dynamic communicator with the ability to multi-task and make sound/quick decisions in a high stress environment.
5. Must have leadership and assertiveness skills.
6. Must have a clear voice, a pleasant presentation, along with a pleasant attitude.
7. Familiarity with computers helpful.
8. Ability to relate well to people from diverse ethnic and cultural backgrounds.
9. Bilingual (Spanish/English or Hmong/English) required.