Short Description

3-5 years’ direct experience in customer service and direct patient care model, the ability to exercise sound administrative judgement when needed, a forward thinker and embrace innovation to creatively problem solve and serves as the subject matter expert for high quality concierge customer service. He/she assumes responsibility to ensure access to care is met within the Cooper Integrated Specialist Network. The clinical/admin DPC advocate is the liaison for the DPC clinicians and work directly with patients to schedule appointments and answering/addressing all incoming emails to the DPC practice.
The Clinical/Admin DPC Advocate will provide MA support to include EKG, vital screening, hearing, and additional requests when needed. Ordering bloodwork script for physicians. Responsible for maintaining EHR database, confirming appointments, registration of patients, printing documents for visits and ensuring patient completes them. After visit ensure scanning and uploading of documents into the EHR program.
The Clinical/Admin DPC Advocate handles and triages all DPC phone calls. Routine checking throughout the day of voicemail system to ensure all calls are returned quickly. All calls are considered high priority and voicemails must be checked AM/PM to ensure all calls have been properly addresses before end of business day. This position will be responsible for providing both check-in/out and MA services in the DPC model. This will include handling of all patient matters including walk-ins, phone calls, and scheduling of patients in Epic. This role requires ALL recertifications, referrals, and prior authorizations to be completed in the office. This role will oversee all scanning of documents, CDL physicals, and management of medication samples. Processing of record requests through MRO processing all new patient contracts and questions. Patient care to include rooming, vitals, injections of flu vaccine, PPD and B12. Performing testing to include EKG, hearing and vision.
This role is responsible for processing and/or printing incoming faxes through OnBase/fax and routing to provider for signatures or information. To ensure proper uploading into chart and category in a timely and efficiently. This role is responsible for ordering of supplies and stocking of the office.
Must have excellent time management, leadership aptitude, and organizational skills. Excellent listening and communication skills are required. Excellent escalation skills in handling customer complaints independently and assist clinicians with patient escalations. Must have experience with an EHR, computer skills, knowledge of patient scheduling and scheduling templates, the ability to work independently, creatively problem solve, compassionate and establish effective relationships. Knowledge of medical terminology required. Experience with hospital outpatient registration.

Experience Required

Provides concierge level customer service while interacting with patients, referring offices, and team members over the phone, in person, or via electronic communication.

Work with DPC clinicians and patients to schedule high-priority appointments

Must have efficient analytical skills, and computer literacy to manage tasks well.  Strong medical terminology and EHR

The liaison for the DPC clinicians and work directly with patients to schedule appointments and answering/addressing all incoming emails to the DPC practice. 

Provide MA support to include EKG, vital screening, hearing, and additional requests when needed.

Responsible for maintaining EHR database, confirming appointments, printing documents for visits and ensuring patient completes them.

Ensure scanning and uploading of documents into the EHR program.

Handles and triages all DPC phone calls

Responsible for providing both check-in/out and MA services in the DPC model. 

Resolve conflicts in the best possible manner.

ALL recertifications, referrals, and prior authorizations to be completed in the office

Develop the processes to run and manage the DPC model/program smoothly and efficiently.

Resolve conflicts in the best possible manner.

Should also demonstrate leadership and team-building skills.

Obtain and verify personal, demographic, and financial information for each patient and enter all necessary information into the practice management system

Delivers an exceptional experience to patients, customers and physicians/clinicians on a consistent and timely manner.

Oversee all scanning of documents, CDL physicals, and management of medication samples. Processing all new patient contracts and questions

Responsible to ensure all paperwork are aligned to make sure collections are consistent in terms of monthly/semi-annually, and/or annually based on agreements.

All other duties as assigned by the DPC model

Education Requirements

MA Certification

BLS Certification

High School Diploma