Complaint Specialist / Patient Advocate / Front Office Support

Complaint Specialist / Patient Advocate / Front Office Support

Evergreen Family Medicine is committed to providing excellent care for your family with clinics in Roseburg, Sutherlin and Myrtle Creek Oregon.  Evergreen Family Medicine serves outpatient needs, including Urgent Care, Family Practice, Women’s Health, and Occupational Health.

Evergreen Family Medicine is a Drug Free Workplace. All candidates that are offered employment will be required to pass a pre-employment drug screen and background check.

Position Summary

The Patient Complaint Specialist / Patient Advocate / Front Office Support, position, is responsible for supporting a standardized, consistent, and patient-centered approach to reviewing, documenting, and responding to patient complaints. This role ensures alignment across departments, supports internal quality improvement efforts, and strengthens the organization’s external review processes while maintaining professionalism, accountability, and organizational standards.

Responsibilities and Duties:

• Maintains confidentiality according to HIPAA regulations and EFM policies. 

• Investigates, resolves and tracks patient and family concerns.


• Coordinate and support the use of standardized written responses to patient complaints for both providers and directors/reviewers.


• Promote consistency and reduce variability in complaint documentation and responses across departments.


• Ensure patient complaints are reviewed in accordance with organizational policies and quality standards.


• Facilitate communication between providers, Medical Directors, and leadership regarding patient complaints.


• Confirm that providers are informed of complaints, review the case, and engage in reflective discussion regarding lessons learned and opportunities for improvement.


• Ensure providers are aware of the standardized response submitted on their behalf.


• Maintain focus on learning, prevention of future issues, and continuous improvement of patient care and patient perception of care.


• Ensure director-level responses include a neutral, brief description of the complaint without identifying provider names, dates of service, or assigning fault.


• Avoid unnecessary apologies or commitments beyond what is appropriate and approved by organizational policy.


• Greet visitors as soon as they enter, determine their needs and direct them to the proper area of the facility.


• Collect information from patients, including insurance information, money for copays and contact information via phone or in person to put into company’s software system.


• Updates registration information and current insurance information. Answers phones diligently and efficiently. 


• Responds to or redirects telephone calls to appropriate staff/departments. 


• Maintains current knowledge of all insurances, including verifying benefits and eligibility for OHP, DCIPA, and Atrio, including PCP assignment. 


• All other duties as assigned by manager.

Qualifications and Skills:

• Strong understanding of patient relations, quality improvement, and healthcare operations.


• Excellent written and verbal communication skills with attention to detail, clarity, and professionalism.


• Ability to maintain neutrality, confidentiality, and objectivity when handling sensitive matters.


• Strong organizational skills and ability to manage multiple cases simultaneously.


• Knowledge of internal review, escalation, and quality assurance processes in a healthcare setting.


• Minimum 1–2 years of experience in a medical office


• Maintains regular and punctual attendance in accordance with organizational policies and scheduling requirements.

Physical requirements:

• Prolonged periods sitting at a desk and working on a computer.


• The employee is frequently required to walk; use hands and fingers, handle, or feel; and reach forward with hands and arms.


• The employee is occasionally required to sit and stoop, kneel, or crouch. 


• Must be able to lift up to 10 pounds at times.


• Required to work evening and weekend shifts


• Must be able to withstand physical and emotional stress.

Our culture and values are every employee’s responsibility: The needs of our patient come first S.P.I.R.I.T

• Stewardship


• Patient & Population Focused Health Care


• Integrity


• Respect


• Innovation


• Teamwork

Benefits:

• Health, Dental, Vision benefits


• Life Insurance


• 401k with a company match up to 6%


• Paid Time Off