Manager, Patient Advocacy
AFC Corporate- Birmingham
Manager, Patient Advocacy
Full Time • AFC Corporate- Birmingham
Summary
Provides leadership and direction to Patient Advocacy department and plays a key role in the improvement of service to our patients. Tracks and trends patient concerns and apprises Physician Services, Operations and others of healthcare delivery service levels and opportunities to improve the customer experience and reduce potential risks.
Essential Duties And Responsibilities
· Monitors status of patient concerns through development and maintenance of tracking and trending methodologies.
· Ensures timely response to patient concerns individually and through others.
· Evolves and improved departmental structure and processes.
· Prepares reports for providers, line management and senior management on the nature and frequency of patient concerns.
· Provides leadership, direction, supervision and evaluation of Patient Advocates.
· Conducts initial and follow-up conversations through resolution with patients regarding HIPAA and other regulatory concerns.
· Participates in compliance, operational, and provider meetings to provide reports and feedback on healthcare delivery service levels.
· Monitors and maintains the patient termination/dismissal process.
· Other duties and responsibilities as assigned.
Qualifications
Clinical healthcare experience is strongly preferred. Solid organizational skills that enable the creation and evolution of departmental structure and processes. Ability to listen empathetically, manage conflict, and communicate effectively including delivery of sensitive information. Service orientation and ability to foster positive relationships. Ability to create and evolve structure and internal processes. Ability to analyze data to identify trends and recommend corrective action. Familiarity with social media and online reputation management. A bachelors’ degree is required, with degrees in healthcare management, healthcare administration, or similar fields preferred.
PS: It’s All About You!
American Family Care has pioneered the concept of convenient, patient-centric healthcare. Today, with more than 250 clinics and 800 in-network physicians caring for over 6 million patients a year, AFC is the nation's leading provider of urgent care, accessible primary care, and occupational medicine. Ranked by Inc. magazine as one of the fastest-growing companies in the U.S., AFC's stated mission is to provide the best healthcare possible, in a kind and caring environment, while respecting the rights of all patients, in an economical manner, at times and locations convenient to the patient.
If you are looking for an opportunity where you can make a difference in the lives of others, join us on our mission. We invite you to grow with us and experience for yourself the satisfying and fulfilling work that the healthcare industry provides.
Please note that a position may be for a company-owned or franchise location. Each franchise-owned and operated location recruits, hires, trains, and manages their own employees, sets their own employment policies and procedures, and provides compensation and benefits determined by that franchise owner. Company-owned locations provide a comprehensive benefits package including medical, dental, vision, disability, life insurance, matching 401(k), and more.
We are an Equal Opportunity Employer.
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