Job Description
Job Title: Patient Care Advocate
Classification: Staff | Member of Patient Care Team
Reports to: Patient Care Manager
Primary Function
The Patient Care Advocate plays a main role in the patient journey at AWC. Under the direction of the Patient Care Manager, the Advocate provides consistent compassionate support in the role of scheduler, in-appointment patient advocate and follow-up coordinator.
This team member is expected to model the highest standards of professional and ethical care, reflecting the mission and values of A Woman's Concern.
Job Duties
Patient Care Services:
- Using the FOCUS model, the Advocate ensures that each patient is welcomed with professionalism, receives accurate and truthful information, and experiences a high standard of emotional support. This role is essential in equipping women facing planned or unplanned pregnancies with life-affirming information, leading to greater peace of mind and confident decision-making.
- The Patient Care Advocate is responsible for maintaining confidentiality, upholding patient dignity, and ensuring that every interaction reflects the organization's commitment to excellence and love.
- This role manages patient interactions through phone, email, and live chat, ensuring each communication is timely, compassionate, and professional.
- Following the FOCUS Model and training provided, the Advocate offers care and support to each patient with controlled professionalism.
- Scheduler: Answers phone calls, emails and live chats from
prospective patients and provides guidance using scripts
provided.
- Patient Advocate: Navigates the patient through the entire medical
appointment collaborating with Nurse and Sonographer to provide
insight and next steps.
- Follow Up Coordinator: Maintains contact with patients between
appointments to ensure continuum of care.
Administrative:
- Maintains knowledge of CRM database and other technology systems that are essential to the patient care and documentation process.
- Seeks to understand key metrics that ensure success with scheduling, patients showing and choosing life. Assists Patient Care Manager in creating relevant reports and continuously seeking ways to reach the abortion determined and uniquely meet her needs.
- Works as part of a team to support both patients and medical staff; understands that every role is vital to A Woman's Concern ministry and takes pride in making sure each facet of the job is done with attention to detail and consistency.
Professional Development:
- Continually enhances professional and personal knowledge of pregnancy and abortion related information through formal training, seminars, programs, literature search, and networking.
- Complies with annual background check and clearance renewals and trainings.
- Attends all staff, departmental, and any other relevant meetings and events.
Qualifications:
- Passionately pro-life; expresses full agreement with and acts in concert with A Woman's Concern's Mission Statement.
- Respects confidentiality and privacy per applicable laws and regulations.
- Demonstrates behaviors that align with A Woman's Concern's values.
- Complies with the policies and procedures of A Woman's Concern.
- Excellent oral and written communication skills.
- Excellent problem solving and organization skills.
- Dependable, stable and capable of following through on commitments.
- Committed to arriving early for each shift and/or staff meeting.
- Maintains positive attitude and self-care.
- Excellent team oriented and relationship skills.
- Flexible, self-starter and ability to work independently and develop and execute plans with minimal supervision.
- Adept with current technology and able to learn new skills.
- Spanish speaking highly valuable.
Upon hire, ability to secure Child Abuse Clearance, State Police Clearance and FBI Fingerprinting and Criminal Background Check. On a bi-annual basis, participate in training for mandated reporting of child abuse.
Physical Demands:
Activities in performance of duties include sitting, standing, walking, climbing stairs, lifting up to 10lbs, kneeling, reaching, pushing, pulling, keystroking on a keyboard or similar device, talking, hearing and seeing.
Job Tags
Part time, Flexible hours, Early shift