3 Advocate South Suburban Hospital jobs in Richton Park

Job Description

Contact Center Patient Advocate

• Serve as the primary point of contact for patients, providers, pharmacies, and health plans, while delivering concierge-level service and support.
• Conduct inbound/outbound calls and texts to facilitate the patient journey and ensure timely access to prescribed medications.
• Coordinate benefits investigations and work with pharmacy and medical benefit payers to secure coverage and approvals for therapies.
• Assist patients with enrollment in financial assistance programs, including manufacturer copay cards, foundation assistance, or patient assistance programs (PAPs).
• Provide clear, compassionate guidance to patients, addressing questions and concerns to reduce barriers and support adherence.
• Track, log, and resolve all communications and actions in the contact management system with accuracy and timeliness.
• Collaborate with internal teams and external partners to streamline processes and ensure efficient medication fulfillment and delivery.
• Monitor patient cases from initiation to resolution, ensuring follow-ups are conducted and updates are communicated promptly.
• Escalate complex or unresolved issues to the appropriate internal stakeholders while maintaining ownership of the patient experience.
• Perform other related duties as assigned or necessary; remain flexible and adaptable in work schedules and assignments as defined by departmental and organizational needs.

• A high school diploma or equivalent is required; an Associate's or Bachelor's degree in healthcare, communications, or a related field is preferred.
• Two (2) or more years of experience in a healthcare contact center, patient support, specialty pharmacy, or related customer service role.
• Experience working with healthcare stakeholders such as patients, providers, pharmacies, and/or health plans.
• Familiarity with medical and pharmacy benefits, prior authorization processes, and financial assistance programs preferred.
• The ability to speak English and one or more additional languages is a plus.
• Excellent oral communication skills with a compassionate and patient-centered approach.
• Demonstrated ability to deliver concierge-level customer service in a fast-paced environment.
• High attention to detail and organizational skills with the ability to manage multiple cases and priorities simultaneously.
• Strong interpersonal skills and the ability to work independently and effectively in a team setting.
• Dependable and punctual, flexible to work shifts as needed, including evenings or weekends, based on patient and business needs.
• Problem-solving mindset with the ability to de-escalate issues and find solutions quickly and effectively.
• The ability to handle sensitive and confidential information with professionalism and discretion.
• Commitment to maintaining a positive and empathetic attitude in all interactions.
• Able to thrive in a fast-paced environment with constantly changing priorities, flexible and adaptive to changing processes and procedures.
• Self-motivated and able to thrive in a results-driven environment.
• Proficient in Microsoft Office Suite, Excel, Word, PowerPoint, and Outlook

AscellaHealth provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

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Job Description

At Rely Health, each patient receives a steadfast companion on their healthcare journey. Empowered with technology, our patient care navigators not only ensure high-quality engagements, but also make comprehensive care more cost-effective and accessible for all patients.

The Care Advocate II guides patients and their families throughout the patient’s care journey by combining human interaction and technological tools to facilitate a seamless experience during the initial intake process through their journey to and from their appointments. The Care Advocate II helps reduce worry and frustration for patients, families, and caregivers by increasing communication, coordination, and efficiency across the healthcare and transportation system; performs various activities including, but not limited to: assist patients with completing all medical forms for the clinic through the use of technology; obtain referrals or authorizations; arrange transportation; contact patients prior to appointments as needed to ensure follow-through; document activities of patient advocacy; maintain knowledge of and collaborate with local healthcare-related resources and insurance plans;; and keep patients, their families, and caregivers apprised of care management. The Care Advocate II will be instrumental in helping build the technology platform to support the transitions through the patient’s care journey.

Acting as a personal patient concierge, strong customer service and communication skills are a must and will include heavy use of phone (inbound and outbound), email, and AI chat in the office setting. . You will be responsible for understanding patient and / or provider requests and connecting the patients to the appropriate resource. Success in this position is based on results-oriented goals and metrics.

Shift Times Available (CT Zone):

8:00 a.m. to 4:30 p.m.

10:30 a.m. to 7:00 p.m.

Patient Support Center Care Navigation

• Provide advanced coordination across multiple patient care pathways using tech-enabled workflows
• Establishes relationships with and serves as primary point of contact for patients and their family or caretaker.
• Assists patients requiring support with digital forms and surveys, utilizing AI tools to streamline the process.
• Facilitate patient engagement through proactive outreach and digital communication tools.
• Clearly communicates the purposes and services available to patients, family members, and caregivers.
• Works with the patient to coordinate transportation into or out of a care setting
• Maintains frequent contact with client or hospital/clinic leadership to assist with other duties as assigned for participation in client or hospital/clinic initiatives.
• Aids in customer service, patient experience by maintaining a non-judgemental, calming presence and relaying feedback or patient issues to appropriate clinical or patient experience staff.
• Investigate and resolve patient/provider inquiries and concerns in a timely manner.
• Performs duties in compliance with Health Insurance Portability and Accountability Act (HIPAA) and understands the importance of protecting patient information.
• Develops expertise in insurance benefits and exclusions related to treatment.
• Maintains documentation of all client encounters in appropriate software applications or tools; completes reporting requirements according to program standards.
• Enter detailed information into company proprietary software while conversing with patients.
• Fully discloses relevant training, experience, and credentials to ensure patients understand the services the Navigator is qualified to provide and refrains from any activity that could be construed as clinical in nature.
• Analyze patient data to identify care gaps and initiate outreach based on performance metrics.
• Collaborate with AI tools to streamline patient interactions, focusing on higher acuity cases.
• Meets key performance indicators including service levels, call volumes, adherence and quality standards.
• Attends team meetings regularly with active engagement and collaboration.
• Support training and mentorship of Level I navigators in managing large patient populations and data
  

Technology Integration

• Test and utilize new tools or product features.
• Provides constructive, comprehensive, honest feedback regarding product and operational enhancements in a timely matter.
• Regularly engage with and integrate new technology solutions into the virtual care navigation process to enhance job efficiency and ensure seamless patient experiences.
• Remain adaptable and responsive to the continuous evolution of healthcare technology solutions, including software updates, new tools and digital communication platforms.
• Participate in regular training sessions and workshops to ensure proficiency in all adopted technology platforms.
• Utilize technology platforms to monitor and communicate with patients via education and screening tools, initiate or provide appointment coordination and provide timely reminders.

Requirements

• High school diploma or GED
• Experience in customer service.
• Ability to maintain a high level of productivity autonomously
• Experience working in a call center environment
• Healthcare Experience

• Caregiver experience.
• Experience working with individuals within hospitals or public health settings.
• Experience with underserved populations.
• Knowledge of Medicare, Medicaid and commercially insured payer common practices and policies
• Individuals with lived experience.
• 40+ wpm typing proficiency
• Experience documenting in electronic health record system or similar
• Experience using technology, apps, software

• Knowledge of medical terminology.
• Knowledge of Health Insurance Portability and Accountability Act (HIPAA) and Protected Health Information (PHI) rules and practices.
• Working knowledge of computer skills using MacOS systems, the internet, Microsoft Word, Excel, Outlook, Google Workspace tools (e.g., Drive, Docs, Sheets, Slides, Calendar, Meet), video conferencing platforms, and other browser-based tools.
• Demonstrated strong customer service orientation skills, digital communication (text, email), and telephone etiquette.
• Ability to communicate effectively and accurately in both verbal and written forms.
• Ability to remain organized and manage competing priorities.
• Ability to work within established timeframes as part of a care team or independently.
• Ability to develop relationships with patients and care team members.
• Ability to respectfully listen to patient and care team without interruption to understand patient needs, expectations, values, and perspectives; ask appropriate questions to ensure understanding; and respond appropriately.
• Ability to use logic and reasoning to approach problems and identify alternative solutions.
• Flexible and creative problem solver.
• Non-judgmental and energetic.

Rely Health does not discriminate against any person on the basis of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information (including family medical history), veteran status, marital status, pregnancy or related condition, or any other basis protected by law. Rely Health is committed to complying with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.

Working Conditions
Work is performed in an office call center setting . Requires frequent use of the telephone and computer. Prolonged periods of sitting at the desk, computer work and reading can be anticipated.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this job. They are not exhaustive lists of all duties, responsibilities, knowledge, skills, abilities, and working conditions associated with it.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance
• LT/ST Disability and Life Insurance
• Technology reimbursement
• Paid time off (Vacation, Sick, Holiday)
• Paid Parental leave
• Professional development
• Technology Reimbursement

• Target Start Date: Rolling start dates beginning mid-May 2025, based on staffing needs.
• Location: Burr Ridge, IL - In Office
• FLSA Status: Non-Exempt
• Job Status: Full Time
• Work Schedule: Monday - Friday 8 hour shifts
• Vehicle Required: No
• Amount of Travel Required: None
• Reports To: Regional Program Manager
• Compensation: $20-$23/hour. Pay is determined by various factors, including but not limited to job-specific requirements, individual experience, internal pay equity, and organizational needs/budget considerations, all in alignment with our compensation philosophy.