HarmonyCares is a leading national value-based provider of in-home primary care services for people with complex healthcare needs. Headquartered out of Troy, Michigan, HarmonyCares operates home-based primary care practices in 14 states. HarmonyCares employs more than 200+ primary care providers to deliver patient-centered care under an integrated, team-based, physician-driven model.

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 https://careers.harmonycares.com/benefits. 

The Patient Advocate provides exceptional customer service to inbound inquiries and refill requests from external and internal entities. They aim to provide first contact resolution on phone calls they receive while using appropriate judgement on when to escalate. The Patient Advocate adheres tightly to call scripts, policies, and procedures established by the organization. 

Essential Duties and Responsibilities 

• Serves as the first point of contact for callers with non-clinical inbound inquiries and overflow calls from the Patient Advocate – Pharmacy Technicians in regard to refill requests. Uses appropriate judgement and process documentation to determine when the interaction needs to be transferred or escalated to another team
• Documents all phone calls, interactions and Medication refill requests in the EHR promptly by utilizing standard documentation guidelines as required by HarmonyCares
• Provides exceptional customer service to callers, adhering to customer services and call quality standards established by the organization 
• Maintains clear and compassionate communication with patients, family members, providers, and other external entities, representing the company in a professional and courteous manner in all interactions 
• Demonstrates exceptional customer service by addressing all inquiries, concerns, and needs with empathy, professionalism, and a solutions-oriented mindset
• Adheres to all company-established policies, procedures, quality standards, and productivity expectations
• Assist patients and appropriate patient delegates (proxy) with patient portal access, password resets and general patient portal troubleshooting
• Adheres to schedule established by the organization 
• Adheres to all state and federal laws, including HIPAA
• Appropriately identifies, acknowledges, escalates and/or addresses patient complaints, grievances, and concerns in a timely and effective manner
• Collaborates with the care team members to promote quality patient care, satisfaction, and outcomes
• Participates in quality improvements as assigned

In this role you may work with. . .

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

Required Knowledge, Skills and Qualifications

• High school diploma/GED

• Graduated from an accredited CNA, PCT, MA or EMT program or 1+ years of healthcare experience

• Demonstrated experience with multi-tasking

• Strong communication skills (written & spoken)

• Strong organizational skills and attention to detail

• Demonstrate proficiency in using electronic health records (EHR) system, call center technology, and Microsoft Office Suite

• Ability to communicate effectively with HarmonyCares providers and patient care teams

• Ability to communicate effectively with patients and their family members, and facility staff

• Knowledge of basic principles, practices and techniques in primary healthcare

• Ability to read and interpret written information and write clearly and informatively

• Ability to speak clearly and persuasively in positive or negative situations, including listening and getting clarifications, and responding well to questions

Preferred Knowledge, Skills and Experience 

• Familiarity with Medicare and Medicaid insurances and programs

• EMT certification and experience

• Medical Assistant certification and experience

• Experience in Aprima (EHR)