Patient Experience Advocate - Waukesha Clinic

Milwaukee Succeeds; Waukesha (WI); On-site; USD 32,000 - 44,000; Full time

Job summary

Sixteenth Street Community Health Centers in Waukesha is seeking a Patient Experience Advocate to greet patients, manage front desk tasks, and support clinic flow. The role requires bilingual Spanish/English or Hmong/English, strong communication, and the ability to multitask in a high-stress environment while following HIPAA guidelines.

You will assist with patient registration, scheduling, and payments, contribute to a welcoming environment, and help coordinate care with staff.

Qualifications

• High school diploma or GED required.
• Successful completion of in-house training/orientation.
• Medical experience in a clinic or hospital helpful.
• Friendly, dynamic communicator with multitasking ability in a high-stress environment.
• Leadership and assertiveness skills.
• Clear voice and pleasant presentation.
• Familiarity with computers helpful.
• Bilingual Spanish/English or Hmong/English required.

Responsibilities

• Greets and direct patients warmly upon arrival.
• Manages front desk tasks including check-in and registration.
• Upholds HIPAA and clinic guidelines.
• Collects copayments and maintains billing receipts.
• Assists with appointment scheduling and patient inquiries.
• Directs patients to exam rooms to maintain flow.
• Supports patient surveys and forms completion.
• Advocates for patients and facilitates access to services.
• Maintains lobby cleanliness and professional appearance.
• Uses EPIC work queues as assigned.
• Assists with onboarding of new staff.
• Communicates issues to improve customer service and processes.
• Performs other duties as assigned.

Skills

Friendly communicator

Multi-tasking

Leadership

Clear voice

Customer service

Diversity sensitivity

Bilingual

Education

High school diploma or GED

Tools

EPIC

Computer literacy

Job description

Patient Experience Advocate - Waukesha Clinic

Job Responsibilities

• Proactively, warmly, and respectfully greets and/or directs patients upon arrival.
• Manages front desk responsibilities, including check‑in and new patient registration.
• Upholds clinic guidelines and standards related to Patient Confidentiality (HIPAA).
• 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.
• Communicates the organization's expectation of payment at the time of service to the patient.
• Identifies patients in need of financial assistance and refers patients to Patient Financial Services when necessary.
• Assists patients with appointment scheduling and other tasks as requested.
• Helps maintain clinic flow by strategically directing patients into exam rooms on time.
• Facilitates the completion of patient surveys and questionnaires.
• Advocates for patients and promotes access through accommodation and ’jockeying’ of provider schedules as needed.
• 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.
• Maintains knowledge of reference materials for Medicare, Medicaid, and third‑party payers.
• Notifies the team and helps expedite rooming of all acutely ill or possibly contagious patients.
• Works assigned EPIC work queues, following the department's workflow process as assigned.
• Provides information and assistance to people seeking services and keeps patients aware of any appointment delays.
• Call Center duties as assigned.
• Assists with new employee onboarding.
• Manages stressful situations in the most empathetic manner.
• Maintains cleanliness and order of lobby and desk and participates in Infection Control through appropriate stocking of supplies and enhanced seasonal cleaning schedule.
• Maintains a uniform, professional appearance that communicates respect, safety and warmth.
• Proactively communicates issues involving customer service and process improvement opportunities.
• Performs other duties as assigned.

Qualifications

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

Contact Information

No Phone Calls Please. Qualified applicants may apply online, send a resume to Human Resources, Sixteenth Street Community Health Centers, 1635 W. National Ave., Milwaukee, WI 53204, or fax [phone]. Sixteenth Street Community Health Centers is an equal employment opportunity employer.