Business Office- Lead
The compensation range listed reflects the range Northern Light Health anticipates relying on in setting the wages for the position. The range may not necessarily include all additional compensation elements available, such as differentials, incentive programs and benefits.
Northern Light Eastern Maine Medical Center
Department: Cancer Care - Brewer
Position is located: Lafayette Building
Work Type: Full Time
Hours Per Week: 40.00
Work Schedule: Variable
Exempt: No
Summary: Patient Advocate-Lead serves as a key member of the leadership support team within the Oncology Practice, providing operational oversight and guidance to staff while supporting the Manager of Business Operations. They will play an integral part in staff training and development, serving as a resource for team members and helping to ensure consistency in workflows, policies, and best practices. They will contribute significantly to grant-related activities, helping coordinate processes, maintain compliance requirements, and support patient access initiatives. They will assist with staff scheduling, daily operational needs, workflow coordination, and problem resolutions to help maintain seamless business office functions.
Responsibilities:
Greeting customers with a friendly smile and using AIDET when appropriate (Acknowledge, Introduce, Duration, Explanation, Thank You).
Listening carefully and avoiding interruptions. Apologizes for problems and inconveniences while treating every customer as if they are the most important person of your day.
Maintaining a safe environment which includes knowing and understanding hospital and departmental policies and procedures while practicing them for the safety and courtesy of others.
Reporting and directly addressing environmental hazards when appropriate
Reporting and directly addressing patient and staff safety and/or protocol when involved or observed.
Not discussing protected health (PHI)/confidential information in public areas (i.e., elevators, hallways, cafeteria, etc.), close doors and/or curtains when available and keep distance between customers allowing for privacy, depending on the situation.
Conducting all communications, interviews, and telephone conversations with patients and the clinical team in a private environment and uses eliminate gossip good judgement regarding co-worker confidentiality
Providing a comfortable atmosphere for waiting customers while updating customers, periodically (at least hourly when appropriate).
Using Telephone Etiquette which includes but is not limited to proper operation of telephones, transferring of calls, promptness in answering, identifying ones self and department while speaking clearly. Return calls promptly.
Using Elevator Etiquette which includes but is not limited to allowing all parties to exit the elevator before entering, making room for others, holding the door open, facing patients toward to elevator door, making sure the exit path is clear before exit
Collaborates with providers, nurse navigators and pharmacies to ensure timely patient access to medications
Educates patients about coverage applications, insurance coverage, free care, premium assistance, and non-clinical support services available directly or by referral from Patient Advocates
Giving directions to customers / visitors or offering to escort them to their destination or finding someone who can assist you by taking them to their destination.
Conducting him/herself as a professional and treats others with respect, courtesy and sensitivity. Recognizes each person as part of the team and as a professional who brings value to their area of expertise.
Adhering to badge, dress code, perfume/scent and tobacco policies.
Taking pride in the appearance of facility and campus while doing the job right the first time and meeting the customers' needs.
Never saying "It's not my job". If unable to meet a customer request, finds someone who can assist.
Uses Aidet on consistent basis.
Effectively communicate with nursing, providers, pharmacy, CMA's, Schedulers and patients.
Return calls to patients promptly.
Ability to put the patient first.
Role models appropriate age, socio-economic and acuity of illness communication with patients
Trains new Advocates on communicating with newly diagnosed patients, acutely ill and palliative care patients and their distrught families. Role models asking open-ended questions and active listening feedback to ensure needs are understood. Encourages and role models self-care following difficult patient encounters.
Explain to patient how long a process could take.
Adapts to constant interruptions while having ability to re-focus.
Can clinically communicate with insurers, pharmacy representatives, co pay assistance programs, outside vendors on behalf of the provider or patient.
Works collaboratively with all areas within NLH, including NLH Financial Assistance, Registration, Patient Financial Services and NLH retail and specialty pharmacies. Includes relationship with Change Health for Medical Oncology patients.
Prepares for physician signatures patient-and NLH-HEIS requested paperwork and returns within 7 - 10 business days: disability/fmla records forms, AFLAC visit verifications and letters record requests.
Returns all call daily when appropriate.
Works collaboratively with the patient's interdisciplinary team by returning or addressing all message board questions daily
Collaborate with other outside service agencies to provide services to our patients.
Provides education to patients, care givers, providers, nurse navigators and social work in regards to patients' coverage status and insurance benefits.
Assists eligible commercial/Medicare Advantage patients with drug co pay assistance programs and premium assistance programs
Demonstrates in-depth understanding of available grants and identifies and communicates new grant opportunities to Advocates. Maintains in-house grant information repository, including links/application forms.
Mentors Patient Advocates on matching grant funding sources and referrals to patients with complex/multidisciplinary needs
Keeps up to date with MaineCare requirements and attends one patient advocacy or coverage MaineCare conference annually.
Seeks opportunities to cut hospital costs by applying for indigent drugs for self pay patients.
Identifies other funding sources before providing indigent, free care or gas cards
Serves as the Patient Advocate representative at NLH Financial Counselor webinars and identifies and elevates any Advocate training needs that may need to be addressed.
Identifies patients with new insurance and notifies Patient Billing and Registration to update patient informatioan nd the CCOM Prior Authorization team to admend authorizations.
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.
Learns about other services, Hospice, Home Health, DME, Pallative, Behavioral Health, Genetics
Orients new patient advocates and provides patient-approved opportunities to observe Advocate patient interactions real-time.
Acts as a super-user for training Advocates on new and revises systems impacting their workflows, including but not limited to those implemented by NLH Information Systems, NLH Patient Acceses Services, MaineCare, grant agencies and pharmacy authorization clearing houses
Participates in 1 or more Clinic NLH Cancer Care or NLH Community Events annually (examples: Race For-the-Cure, Lights of Life, events, educational presentations at patient/survivor seminars)
Identifies, recommends and coordinates Patient Advocate education opportunities offered by community patient advocacy agencies and payers
Competencies and Skills:
- Demonstrates Adaptability: Learns quickly when facing a new problem or unfamiliar task; is flexible in their approach with changing priorities and ambiguity. Manages change effectively and does not give up during adversity. Capable of changing one's behavioral style and/or views in order to attain a goal. Absorbs new information readily and puts it into practice effectively.
- Develops Self and Others:Takes responsibility for engaging in professional self-development activities and programs. Strives to gain insight into their own values, strengths and weaknesses, interests and ambitions and takes action in order to enhance competencies and skills when possible. As a leader, encourages and guides employees towards growth opportunities to enhance performance and help them reach goals. Reviews and analyzes employees' strengths and weaknesses to distinguish their talents and development needs, and to ensure they are enhanced appropriately.
- 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.
- Influences and Inspires: Builds enthusiasm and commitment among others to move in a desired direction and models it personally. Creates a compelling vision of success that motivates workplace initiative and energize
HealthcareX
