Contact Center Patient Advocate

The Contact Center Patient Advocate serves as the primary liaison between patients and the organization, ensuring a positive, compassionate, and seamless experience across all touchpoints. This role focuses on converting inbound inquiries and appointment requests into scheduled visits, resolving patient concerns, supporting navigation of services, ensuring patient satisfaction, and advocating for patient needs while upholding organizational standards for service quality, compliance, and operational efficiency.Summary of Essential Job Functions The key responsibilities of the Contact Center Patient Advocate include but not limited to:Duties and ResponsibilitiesAccess Support & Appointment ConversionServe as the first point of contact for patients via phone, chat, or online requests.Collect and verify patient demographic information accurately.Convert inbound inquiries into scheduled appointments whenever clinically and operationally appropriate.Schedule appointments accurately based on provider availability, visit type, and clinical guidelines.Removing barriers to entry, offering alternative appointment options (different providers, locations, telemedicine visits) to prevent lost opportunitiesUse needs-based questioning to understand patient needs and care preferences.Match patients need to the correct provider, specialty, visit type, and location.Present and recommend available appointment options confidently to drive conversion.Reduce "call-only" or "information-only" interactions by proactively offering to schedule.Barrier Management & SalvageIdentify and overcome common access barriers, including:Limited provider availabilityLocation or time constraintsInsurance or referral confusionPatient hesitation or uncertaintyOffer alternatives such as:Different providers or locationsSooner or later appointment timesTelemedicine care optionsEscalate unresolved access issues per established workflows.Patient Advocacy & SupportServe as the main point of contact for patients needing assistance.Escalation handling and/or resolution of complex service issues.Support BHG patients through the appointment show up process.Listen empathetically to patient concerns, document issues clearly, and coordinate appropriate follow-up actions.Assist patients in understanding processes such as scheduling, insurance questions, billing inquiries, or care navigation.Ensure patients feel heard, valued, and supported at every interaction.Issue Resolution & Escalation ManagementInvestigate service-related complaints by gathering information from patients, agents, clinical teams, and administrative departments.Resolve issues within defined SLAs while maintaining an elevated level of professionalism and empathy.Identify patterns in complaints and collaborate with leadership to address systemic improvements.Contact Center CollaborationPartner closely with call center peers, supervisors, and QA teams to provide feedback on service trends.Stay current on service line offerings, provider changes, and scheduling rules.Participate in training, system updates, and process improvement efforts.Documentation & ComplianceDocument all cases, actions taken, and resolutions accurately in Salesforce/SAMMS.Follow HIPAA, privacy, and regulatory guidelines always.Maintain confidentiality regarding phone calls, patient texts and/or emails with high discretion.Follow call scripts, verification standards, and escalation protocols.Patient Experience ImprovementEngage in patient outreach initiatives (follow-up calls, surveys, service recovery efforts).Act as a voice of the patient, helping shape more patient-centered policies and processes.RegulatoryHolds a basic understanding of alcohol/drug abuse and addictionComplies with all federal, state and local regulatory agency requirementsComplies with all accrediting agenciesMarketing and OutreachParticipate in community and public relations activities as assigned.Professional DevelopmentDemonstrates the belief that addiction is a brain disease, not a moral failingDemonstrates hope, respect and caring in all interactions with patients and fellow Team MembersEstablishes and maintains positive relationships in the workplaceCan work independently and under pressure while handling multiple tasks simultaneouslyMakes decisions and uses good judgment with confidential and sensitive issuesDeals appropriately with others in stressful or other undesirable situations and seeks direction from supervisors when necessaryTrainingParticipate in and provide in-service trainings as required by federal, state, local, and accrediting agenciesAttend conferences, meetings and training programs as directedKey Skills & CompetenciesStrong conversational and consultative communication skillsUnderstanding of HIPAA and patient rightsAbility to guide patients toward scheduling without pressure.Comfort balancing empathy with performance expectations.High attention to detail and system accuracyAbility to work effectively in a high-volume inbound environment.Healthcare scheduling or patient access experienceExceptional communication, active listening, and de-escalation skillsHigh emotional intelligence and compassionStrong problem-solving and analytical abilityProfessional resilience and calm under pressureAbility to navigate multiple systems and maintain accurate documentation.Knowledge of healthcare workflows (BHG policies, scheduling, billing, insurance, etc.)Minimum Requirements The Contact Center Patient Advocate must comply with federal and state regulations regarding certification, licensure, and degree.QualificationsEducation: High school diploma required; associate or bachelor's degree in healthcare, social work, psychology, or related field preferred.Experience:2+ years in a call center, patient access, customer service, or healthcare support roleExperience handling escalations or specialized support preferred.Technical Skills:Proficiency with CRM, EHR, call center software, and multi-channel communication toolsPerformance Metrics (Example KPIs)Appointment conversion rateSchedule utilizationCall handling quality and accuracy.Patient satisfaction score (CSAT, NPS)Resolution efficiency (FCR, time to resolution)Documentation qualityCompliance adherenceIn addition to meeting the qualifications, the ideal candidate will embody the following characteristics and possess the knowledge, skills and abilities listed below:High integrityExcellent verbal and written communication skillsSound judgmentEfficientSelf-starterAbility to work independently and under pressure while handling multiple tasks simultaneouslyAbility to make decisions and use proper judgment with confidential and sensitive issuesMust be able to react quickly and make effective decisionsDemonstrate basic computer/word processing skillsDemonstrate basic knowledge and skill in the use of typical office equipment such as calculator, fax machine, copier, computer, telephone, and computer programsPhysical Requirements and Working Conditions The physical demands described here are representative of the requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions to the extent such accommodation does not create an undue hardship on the business.Speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes.Vision adequate to read correspondence, computer screen, forms, etc.Be able to sit for long periods of time, some bending, stooping and stretchingVariable workload, periodic high stress and activity levelKeyboarding for long periods of timeBHG is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Created: 2026-04-02