Volunteer Patient Advocate Coordinator

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Human Health Project (HHP) envisions a world where all people have the information, skills and opportunities to lead healthy lives. HHP Programs are active and in development.

For more Information about HHP, please visit our website:
https://www.humanhealthproject.org/

Information on Programs active and in development
https://tinyurl.com/HHP-Programs

INTRODUCTION

Develops the HHP Patient Advocate Program with the Program Director and team. Administers and evaluates the Patient Advocate Program. Investigates and responds to patient care related/customer grievance/complaints in an attempt to resolve problematic issues, enhance understanding of the patient responsibilities and to enhance satisfaction with services provided by HHP.

The Patient Advocate Coordinator assesses verbal and written grievances/complaints and satisfaction survey data to identify trends and areas for process improvement.

As an organization, we strive to achieve our mission by

• Making the patient our highest priority
• Promoting peer-to peer information, education and support
• Promoting healthy lifestyles
• Improving the level of service provided by HHP
• Ensuring all health care services are relevant to the needs of the HHP community

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Recruit patient advocates
• Attend trainings
• Learn and operate the patient intake/management system
• Assist in the development and improvement of the HHP patient intake and management system
• Complete HHP patient advocacy system monitoring
• Be open to learning about how to work with marginalized communities
• Know basics on Insurance policies and procedures
• Provide exceptional customer service skills at all times
• Commit to a regular schedule
• Be knowledgeable of and abide by the HHP Confidentiality Policies and Procedures
• Perform check-ins with HHP patient advocates
• Volunteers for this position should have excellent customer service, computer and communication skills
• Manage follow up and resolution of complex cases
• Act as a mentor for other Patient Advocates and assisting in the training process for new staff
• Being a resource for Patient Advocates questions related to process, programs etc...
• Escalate any problems or concerns to program director etc.

TIME REQUIRED A minimum of five hours weekly for six months to a year

QUALIFICATIONS AND REQUIREMENTS

• Secondary school/high school completion required
• 5 years of healthcare experience required.
• Must be over the age of 18
• Some college coursework preferred
• Case management experience preferred
• Adaptability when dealing with constantly changing processes, computer systems
• Ability to do simple mathematics
• Exemplary critical thinking skills
• Proficient experience utilizing G Suite with emphasis on Google Docs and Sheets
• Exemplary communication skills, both orally and written, to a variety of individuals
• Ability to multitask
• Ability to function and make appropriate decisions in a fast paced environment
• Knowledge of Spanish is desired but not essential
• Volunteers must pass a criminal background check, complete a volunteer application packet and attend a new volunteer orientation session
• Provide mentorship to other advocates as assigned by Project Manager