Onsite Patient Advocate Manager

This position is responsible for overseeing the Onsite Patient Advocates at all Deaconess locations, in addition to Patient Advocate interaction with patients The WellFund - Deaconess Onsite Patient Advocate Manager organizes, delegates, and monitors tasks and productivity goals for the team by performing the following duties personally or through subordinate employees.  The WellFund - Deaconess Onsite Patient Advocate Manager must ensure that methodologies, policies and procedures are deployed to guarantee the highest quality standards with “patient first ideology” as a goal. 

 Essential Duties of the Position

• Adhere to all local, state and federal laws, regulations and guidelines as well as Deaconess Code of Conduct or other applicable policies. 
• Communicate continuously with Deaconess Case Management staff & Patient Access staff, patients, Call Center Team, and/or Onsite Patient Advocates to ensure an effective, organized, and efficient team 
• Travel to each Deaconess location to ensure you are managing employees and ensuring each location is satisfied with the work being completed
• Perform the duties of a Patient Advocate as time allows to help process referral volume, which consists of:
  • Collect and review patient information to determine patient’s eligibility
  • Prepare documents and reviews them for accuracy and completeness 
  • Completes various insurance applications after determining eligibility
• Develops and retains professional relationship with The WellFund staff and Hospital client staff 
• Maintains confidentiality at all times (i.e. PHI and HIPAA)
• Willing to go the extra mile for those who need your help 
• Must keep any and all procedures pertaining to WellFund updated 
• Screen, interview, and hire new employees 
• Arrange for the training of new employees and continuous training of current staff
• Counsel staff with disciplinary and productivity issues 
• Appraise employee performance, rewarding for good performance and issuing necessary disciplinary action for poor performance
• Provide ongoing coaching and counseling and communicating expectations to the team
• Resolve issues escalated by Clients and/or WellFund staff
• Identify workflow/process inefficiencies. Develop and implement workflow/process improvements
• Meet deadlines for account review and performance tracking based on requests from senior management 
• Process and run reports with the ability to communicate all designated reports

Responsibilities of the Position

• Exemplifies the Mission/Vision/Core Values of The WellFund in all personal and professional behavior 
• Collaborates with manager to identify own learning needs and set goals using available resources to meet these needs/goals
• Works in collaboration with other departmental associates to ensure the continued success of The WellFund
• Initiates behavior changes, as necessary based upon performance feedback
• Accepts responsibility for own actions, while taking ownership of departmental outcomes
• Resolves client/patient complaints by investigating problems, developing solutions, and making recommendations to management
• Oversees the workload of patient advocates and organizes day to day functions for the patient advocates.
• Work with Patient Advocates in ordering supplies

• Computer proficiency skills are required with in-depth knowledge of Epic system, FACS, Artiva and Microsoft Office Products
• Willingness to travel to all Deaconess locations (IN, IL and KY)
• Excellent verbal and written communication skills
• Ability to work in fast-paced, changing environment 
• Must be flexible and adaptive to change in order to support business needs
• Must have the ability to perform repeated tasks with a high level of accuracy
• Must have working knowledge of HIPAA and Red Rule regulations
• Good communication skills and interpersonal skills
• Ability to learn quickly and navigate effectively through multiple systems
• Professional attitude, and able to maintain composure in urgent or confrontational situations
• Effective critical thinking, problem solving and decision-making skills
• Display strong organization/time management skills
• Work independently and must be multi-task oriented
• Maintain confidentiality at all times (i.e. PHI and HIPAA) 
• Team player attitude
• Possess a thorough understanding of WellFund employee handbook as well as policies & procedures surrounding all related functions and systems

Difficulty of Work

The WellFund Onsite Patient Advocate Manager must deal with a variety of reports, documents, computer systems, employees and must utilize good judgment in carrying out job duties. Advice and guidance may be sought from the Director of The WellFund and HR Director as warranted to ensure the provision of quality service. 

Personal Work Relationships 

The WellFund Onsite Patient Advocate Manager must deal with a variety of staff levels, conditions and circumstances. Routine contacts are to be expected from incoming calls, management and interdepartmental associates. Occasionally contacts can be expected from external people (vendors, customers, government agencies, and etc.) dealing with activities of varying complexity. 

Work Location: 

• Deaconess Midtown Hospital in Evansville, IN.
• Deaconess Gateway Hospital in Newburgh, IN
• Deaconess Henderson Hospital in Henderson, KY
• Deaconess Gibson Hospital in Princeton, IN
• Deaconess Illinois Medical Center in Marion, IL
• Deaconess Union County Hospital in Morganfield, KY