Job Description

Overview:

HarmonyCares is one of the nation’s largest home-based primary care practices. HarmonyCares is a family of companies all dedicated to providing high-quality, coordinated health care in the home. This includes HarmonyCares, HarmonyCares Medical Group, HarmonyCares Home Health and HarmonyCares Hospice.

Our Mission – To bring personalized, quality-based healthcare to the home of patients who have difficult accessing care.

Our Shared Vision – Every patient deserves access to quality healthcare.

Our Values – The way we care is our legacy. Every interaction counts. Go the extra mile. Empower and support each other.

Why You Should Want to Work with Us

• Health, Dental, Vision, Disability & Life Insurance, and much more
• 401K Retirement Plan (with company match)
• Tuition, Professional License and Certification Reimbursement
• Paid Time Off, Holidays and Volunteer Time
• Paid Orientation and Training
• Great Place to Work Certified
• Established in 11 states
• Largest home-based primary care practice in the US for over 28 years, making a huge impact in healthcare today!

More details about the benefits we offer can be found at . 

Responsibilities:

The Patient Advocate Supervisor will assist managers and individuals within their team to meet performance targets, deliver excellent customer service, and achieve desired business objectives while adhering to their individual productivity requirements. The Patient Advocate Supervisor will assist and monitor activities within their team as assigned by their manager and escalate as needed. 

Essential Duties and Responsibilities 

• Maintain 75%-85% of the Patient Advocates’ and Patient Advocate – Pharmacy Techs productivity expectations, adhering to established process, procedure, and job requirements defined within their scope 
• Identify department training needs and escalate to appropriate leader 
• Provide coaching and training sessions to enhance the skills and knowledge of their team members as directed
• Conduct job shadowing, document processes, perform quality monitoring, and run and interpret basic reports as directed 
• Assist manager in resolving patient complaints or complex issues escalated from the team 
• Provide a point of contact for the team when they encounter challenges or need assistance with difficult scenarios
• Demonstrate effective de-escalation behavior and actions in points of contention with both internal HarmonyCares stakeholders and those outside of the organization
• Identify opportunities for process improvement to enhance outcomes, team efficiency, and patient satisfaction
• Collaborate with manager, teammates, and other HarmonyCares leaders to identify and implement changes that optimize the organization
• Support and encourage teammates by fostering open communication channels as well as role modeling best practice 
• Assist with Inbound Non-Clinical inbound inquiries and overflow medication refills requests as needed based on staffing, PTO and call volume. 
• Documents all phone calls, interactions and Medication refill requests in the EHR promptly by utilizing standard documentation guidelines as required by HarmonyCares
• Demonstrates exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset.

In this role you may work with. . .

• Advocacy Team
• Company Leaders
• Patient Care Teams
• Market Leaders (Managers)
• Patients
• Family Members
• Providers
• Other external entities
• Facility Staff
• Caregivers 

Qualifications:

Required Knowledge, Skills and Qualifications

• High school diploma

• 1+ years leadership/supervisor experience

• Ability to multi-task while given competing priorities 

• Ability to communicate in an empathetic, compassionate, and professional demeanor at all times 

• Ability to problem solve with demonstrated capacity to embrace complex problems and arrive at effective solutions in a timely manner 

• Ability to analyze problems and resolve issues in a rapid, direct and complete manner 

• Demonstrates short and long-term persistence in meeting objectives and personal development 

• Ability to adapt to new systems and changes as required and apply guidelines/procedures 

• Excellent communicator with an uplifting and personable manner with outstanding phone etiquette 

• Excellent written communication skills with success in providing notes, updates, and written communications via computer systems

• Excellent data-entry skills and proven ability to navigate multiple computer screens 

Preferred Knowledge, Skills and Experience  

• Bachelor's degree
• 6 months of HarmonyCares experience
• 1 year of experience and success in exceeding individual or team goals in healthcare, orders and referrals processing, or healthcare scheduling
• Working knowledge of healthcare industry
• Familiarity with Medicare and Medicaid insurances and programs
• Experience in Aprima (EHR)

Posted Max Pay Rate: USD $25.75/Hr. Posted Min Pay Rate: USD $20.00/Hr. Pay Transparency: Individual compensation packages are based on various factors unique to each candidate, including skill set, experience, qualifications, and other job-related considerations. Notice:

HarmonyCares and HarmonyCares Hospice are not affiliated with Harmony Hospice Care. HarmonyCares Hospice does not conduct business in OH. HarmonyCares Hospice conducts business in MI, VA, WI, TX, IN, IL.

Job Tags

Holiday work, Full time, Temporary work,

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