Patient Advocate

Northern Light Eastern Maine Medical Center | Brewer, ME, United States

Posted Date 6/14/2021

Northern Light Eastern Maine Medical Center

Department: Cancer Care - Brewer

Position is located: Lafayette Building

Work Type: Full Time - 40 hours

FTE: 1.00

Work Schedule: 7:00 AM to 5:30 PM

POSITION SUMMARY: Provide a bridge between the patient and their healthcare provider team. The Patient Advocate helps patients overcome obstacles to receiving the healthcare they need and deserve. This includes and is not limited to financial, transportation, lodging, medication assistance, billing, coding, medical records, prior authorizations as well as assistance with all the necessary paperwork involved in obtaining medical coverage.

1. Departmental Pillar Score
2. Uses Aidet on consistent basis.
3. Effectively communicate with nursing, providers, pharmacy, CMA's, Schedulers and patients.
4. Return calls to patients promptly.
5. Ability to put the patient first.
6. Listen and document all patient encounters in access database or messaging.
7. Explain to patient how long a process could take.
8. Adapts to constant interruptions while having ability to re-focus.
9. Can clinically communicate with insurers, pharmacy representatives, co pay assistance programs, outside vendors on behalf of the provider or patient.
10. Works well with all areas in the hospital to include registration, patient account services, insurance verification staff, collections, imaging, pharmacy.

1. Departmental Pillar Score
2. Returns patient disability/fmla, disability record requests with in 7 days.
3. Returns all call daily when appropriate.
4. Return or address all questions on the messaging board daily.
5. Collaborate with other outside service agencies to provide services to our patients.
6. Provides education to patients and providers in regards to patients insurance benefits.
7. Assists patients with co pay assistance programs.
8. Understands and applies for available grants based on patient diagnosis.
9. Communicates with PAS in regards to patient billing and acts as the liason for the patient.
10. Assists patients with appeals when necessary.

1. Departmental Pillar Score
2. 100% compliance of : ICARE, Employee Updates and any other in-services/meetings and trainings as assigned.
3. Attends at least two OCN educational opportunities yearly. Several are offered throughout the year.
3. Keeps up to date with Mainecare requirements and attends one mainecare conference annually.
4. Meets with pharmaceutical representatives as necessary to learn about new treatments and services they offer.

1. Department Pillar Score
2. Seeks opportunities to cut hospital costs by applying for indigent drugs for self pay patients.
3. Seeks other funding sources before providing indigent or free care.

1. Departmental Pillar Score
2. Understands the many resources available to patients. Charity Funds, Komen, Penquis CAP, Washington Hancock Community Action, ACS, Eastern Area on Aging, Beth Wright Center, etc.
3. Learns about other services, Hospice, Home Health, DME, Pallative, Behavior Health, Genetics, Imaging, Laboratory, Samples

1. Department Pllar Score
2. Participates in 1 or more Clinic Community Events annually

Competencies and skills:
* 5+ years of relative work experience required.
* Demonstrates Emotional Intelligence: Exhibits a high level of self-awareness, self-management, other awareness and relationship management. Conducts themselves in an empathic, appropriate way, with a sense of humor and stimulates a collaborative work environment. Is respectful of the attitudes, feelings, or circumstances of others and aware of the influence of their own behavior on them. Is aware of relevant social, political, system, and professional trends and developments and uses this information for the organization's benefit.
* Effectively Communicates: Listens, speaks and writes appropriately, using clear language. Communication methods are fitting to the message(s), audience, and situation and follow-ups are regular and timely. Shows that important (non-) verbal information is absorbed and understood and asks further questions to clarify when necessary. Expresses ideas and views clearly to others and has ability to adjust use of language to the audiences' level.
* Exercises Sound Judgment & Decision Making: Understands and processes complex information, which allows for appropriate and accountable conclusions. Does not react too quickly or slowly. Balances facts, goals, and potential approaches taking the appropriate criteria into account. Makes active decisions and commits oneself by communicating confidently and respectfully.
* Provides Patient-Centered Care: Demonstrates understanding of patient care quality and service as organizational priority. Proactively supports change to improve patient experience and results. Exhibits the ability and willingness to find out what the patient wants and needs and to act accordingly, taking the organizational and outside resources into account. Cooperates, collaborates, communicates, and integrates care within and between teams to ensure that care is continuous and reliable.


* High School Diploma/General Educational Development (GED)

Working conditions:
* Potential exposure to abusive and/or aggressive people.
* Work with computers, typing, reading or writing.
* Extend body and limbs to reach items.
* Continuous sitting.
* Continuous standing.
* Continuous walking.

Equal Opportunity Employment

We are an equal opportunity, affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, disability status, gender, sexual orientation, ancestry, protected veteran status, national origin, genetic information or any other legally protected status

Geographic Region
Healthcare | Social Services

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