Clinical Operations - Concierge Advocate

MHC Healthcare is seeking a Concierge Advocate to join the MHC team at the Marana Main Health Center, located in the heart of Marana, AZ. The Concierge Advocate oversees patient care situations that require higher-level monitoring to ensure patients receive timely information and services related to their care. MHC Healthcare is a Federally Qualified Community Health Center (FQHC), with 17 sites in Tucson and Pima County. Our mission is to improve our Community by providing exceptional, whole-person healthcare.

The following qualifications are required:

• High school diploma or equivalent
• 2 years' experience in patient-facing healthcare, patient relations, or hospitality concierge roles
• 1 year experience using an Electronic Health Records (EHR) system
• Experience handling sensitive information
• Fingerprint Clearance Card through the Arizona Department of Public Safety (or ability to obtain upon hire)
• Current Arizona driver's license with clean driving record and proof of current vehicle insurance (39-month MVR will be run by MHC)

The following qualifications are preferred:

• Associate degree in business, healthcare, quality, or related field
• Crisis Prevention (CPI) certification or other de-escalation skills training
• Relevant patient or customer service experience certifications
• Relevant clinical certification(s)
• Bilingual (English-Spanish)

Equivalent combination of education and experience may be considered if applicable and must be directly related to the functions and body of knowledge required to successfully perform the job.

This position has the following supervisory responsibility:

• Does not direct or supervise others.

The ideal candidate will also possess the following knowledge, skills, and abilities:

• Excellent communication skills and the ability to deliver information clearly and tactfully, both verbally and in writing.
• Ability to listen to clients and distill key data relevant to finding solutions.
• Knowledge of motivational interviewing techniques.
• Excellent problem-solving skills and the ability to collaboratively engage with others to reach timely solutions.
• Ability to work in partnership with team members in a way that spurs action on their part.
• Familiarity with chain of command principles and the ability to determine which level to engage with to reach opportune results.
• Ability to express empathy and compassion to patients while also setting appropriate expectations.
• Ability to identify trends and offer process improvement suggestions in order to resolve recurring issues.
• Critical thinking skills with the ability to determine information-sharing limitations and make well-informed decisions.
• Excellent customer service, organizational, and communication skills with emphasis on responsiveness, building trust, mutual respect, and courtesy.
• Demonstrates cultural competence and commitment to supporting and promoting diversity, equity, and inclusion through work performance and professional interactions.

Duties and Responsibilities:

• Builds and maintains productive working relationships with clinicians, site leadership, patients, and support staff.
• Engages in learning activities to fully understand the job roles of staff that impact patient service and treatment.
• Serves as a resource to clinicians for complex patient care circumstances that require close follow-up.
• Utilizes knowledge of MHC services, locations, departments, and patient-facing processes that impact patients and how they connect to one another.
• Assists patients who have struggled to obtain information or services, and follows through to resolution.
• Serves as the voice of MHC when advocating on behalf of patients with third parties.
• Provides individualized customer service based on unique customer needs.
• Documents patient care actions and communications in the EHR system according to organization and regulatory guidelines.
• Analyzes information to extract patterns and provide suggestions for process improvements to positively impact the customer experience.
• Utilizes established tracking tools to document patient concerns, steps taken to achieve resolutions, and the final outcomes.
• Help patients navigate various programs such as Patient Portal and other digital tools so they may actively participate in their healthcare activities and outcomes.
• Educates patients on MHC lines of service and healthcare cost reduction programs.
• Works to positively impact customer care outcomes and patient satisfaction measures.
• Identifies opportunities to improve services and the customer experience.
• Assists patients with finding connections to the services they seek or have been directed to access by their healthcare provider.
• Follows up to ensure the loop is closed on issues and patient goals are achieved.
• Provides appropriate additional support to patients who are high service utilizers, high risk, or high complexity to ensure their needs are being met.
• Communicates with patients while protecting their confidential health and medication information according to Health Insurance Portability and Accountability Act (HIPAA) and other relevant regulations.
• Participates in service improvement efforts to increase patient satisfaction levels.

Benefits:

MHC Healthcare's vision is to be the premier provider and employer in community health. To support our mission and vision in our community, MHC Healthcare believes health and well-being must start at home. Therefore, employees have many opportunities to care for our own health and wellness with benefits such as:

• Medical, Dental, and Vision
• 403(b) with employer contribution
• Short-term disability and other benefits
• Paid time off including 11 holidays plus vacation and sick leave accrual
• Paid bereavement, jury duty, and community service time
• Employee discount for medical services ($500 per year for full-time)
• Education reimbursement ($3,000 per year for full-time)