Call Center Patient Advocate (Patient Intake & Admissions)
Pelvic Rehabilitation Medicine · Centralia, WA
Job description
Job Type Full-time Description Call Center Patient Advocate (Patient Intake & Admissions) Department: Patient Access / Admissions Reports to: Call Center Manager / Director of Operations Location: Remote orHybrid (PRM Clinic Support) NOTE: Must reside in one of the following states: California, Florida, Georgia, Illinois, Maryland, Michigan, New Jersey, New York, Ohio, Tennessee, Texas, Virginia Status: Full-Time Role Overview Our Patient Advocate serves as the first point of contact for prospective and existing Pelvic Rehabilitation Medicine (PRM) patients. This role blends high-touch patient advocacy with a consultative admissions approach, guiding patients through education, qualification, and scheduling with the goal of converting qualified inquiries into completed consultations and admissions. The ideal candidate is empathetic, confident, patient-focused, and motivated by helping patients take the next step in their care journey. Key Responsibilities Patient Advocacy & Experience • Educate patients on chronic pelvic pain conditions and PRM's treatment approach. • Actively listen to patient concerns and provide clear, supportive guidance. • Ensure every patient interaction reflects PRM's standards of excellence and care. Admissions & Conversion • Handle inbound and outbound calls, texts, and emails from new and existing patient leads. • Qualify patients based on clinical appropriateness and readiness for consultation. • Address hesitations and objections using a patient-centered, educational approach. Documentation & Systems • Accurately document and navigate all patient interactions in CRM/EHR systems. • Track lead status, outcomes, and follow-up activity. • Always Maintain compliance with HIPAA and PRM policies. Requirements Required Qualifications • 2+ years of experience in healthcare contact center, patient intake, admissions, or patient-facing customer service. • Strong verbal communication and active listening skills. • Ability to guide conversations toward next steps while maintaining a patient-first mindset. • Proficiency with CRM, EHR, and softphone systems. • High attention to detail and strong organizational skills. • Self-motivated, ability to work remotely. Preferred Qualifications • Experience in specialty healthcare, medical intake, or patient coordination. • Background in women's health, pain management, or specialty clinics. • Familiarity with medical terminology. • Experience in goal-oriented or performance-driven environments. Key Competencies • Empathy and professionalism • Patient-centered communication • Confidence guiding decision-making • Persistence and follow-through • Accountability and teamwork
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