Pelvic Rehabilitation Medicine
Patient Advocate
Pelvic Rehabilitation Medicine, West Palm Beach, Florida, United States, 33412
Job Type
Full-time
Description
JOB TITLE:
Patient Advocate
LOCATION:
West Palm Beach, FL
DEPARTMENT:
Operations
BENEFITS:
Health, Vision and Dental, Paid holiday and PTO, FSA.
ROLE OVERVIEW:
At
Pelvic Rehabilitation Medicine (PRM) , we believe that every patient interaction is an opportunity to make someone feel heard, cared for, and respected. As a
Patient Advocate , you'll be the frontline connection between our practice and the individuals we serve - guiding existing patients through their care journey with clarity, compassion, and professionalism.
This role is more than answering phones - it's about solving problems, building trust, and supporting patients during vulnerable moments. You'll handle a high volume of inbound, outbound calls, and chat requests ensuring patients' needs are addressed promptly - whether it's rescheduling appointments, relaying messages to clinical teams, or helping them feel more confident in the care they're receiving.
If you thrive in a fast-paced environment, love helping people, and are laser-focused on detail without losing your human touch, you're exactly who we're looking for.
Duties and Responsibilities :?
Serve as the first point of contact for existing patients, referring providers, and healthcare partners - managing 50 to 100 patient interactions, per day, via phone/chat/sms/email. Reschedule appointments, provide appointment prep details, and respond to patient questions with empathy and accuracy. Triage calls efficiently to appropriate departments (clinical, billing, operations) based on urgency and subject matter. Screening and routing patient calls to other departments efficiently, ensuring accurate patient data is routed into scheduling software (eCW). Document detailed call notes, patient demographics, and insurance data accurately within our scheduling platform (eCW). Send electronic messages ("telephone encounters") to internal clinical teams, ensuring timely follow-through. Handle patient concerns with professionalism and care, aiming for first-call resolution whenever possible. Monitor and contribute to internal performance goals by tracking call outcomes and assisting with reporting metrics. Maintain strict compliance with HIPAA regulations when handling sensitive health information. Send electronic messages (telephone encounters) to clinical staff according to workflows Recognize an emergent situation and triage calls to appropriate departments (Billing, Clinical, Operations). Participate in ongoing training, process improvement efforts, and collaboration with your team. Provide support for the Intake Team or other business initiatives. What does success look like?
Success in this role means confidently and compassionately guiding patients from first contact to scheduled appointment - efficiently, consistently, and with high satisfaction. You'll be evaluated on your ability to manage patient inquiries, meet responsiveness benchmarks, and uphold PRM's high standard of service excellence. Your performance will be measured based on KPIs such as CSAT, NPS, QA score, among other KPIs via a balanced scorecard.
Why Join Us?
Working at PRM means joining a team that believes in the power of empathy, clinical excellence, and personalized care. We're more than a medical practice, we're a community of professionals who believe every patient deserves to feel heard, respected, and cared for from the very first phone call.
Requirements
Required Qualifications
:
A clear, confident communicator who knows how to listen actively and speak with empathy. A multitasking pro who can document while engaging in real-time conversations - no sweat. Calm under pressure and comfortable with high call volumes in a service-driven environment. A stickler for accuracy and follow-through. Collaborative, coachable, and always ready to jump in where needed. Respectful of patient privacy and fully committed to HIPAA compliance. High school diploma or equivalent required. Minimum 1 year of experience in healthcare or customer-facing roles. Preferred Qualifications
:
Experience in a medical office, front desk, or call center environment. Familiarity with EHR platforms (especially eCW) and medical terminology. Background in sales-influenced customer service or performance-driven roles. Strong written communication and time management skills. Ability to pivot quickly and adapt to new processes.
Full-time
Description
JOB TITLE:
Patient Advocate
LOCATION:
West Palm Beach, FL
DEPARTMENT:
Operations
BENEFITS:
Health, Vision and Dental, Paid holiday and PTO, FSA.
ROLE OVERVIEW:
At
Pelvic Rehabilitation Medicine (PRM) , we believe that every patient interaction is an opportunity to make someone feel heard, cared for, and respected. As a
Patient Advocate , you'll be the frontline connection between our practice and the individuals we serve - guiding existing patients through their care journey with clarity, compassion, and professionalism.
This role is more than answering phones - it's about solving problems, building trust, and supporting patients during vulnerable moments. You'll handle a high volume of inbound, outbound calls, and chat requests ensuring patients' needs are addressed promptly - whether it's rescheduling appointments, relaying messages to clinical teams, or helping them feel more confident in the care they're receiving.
If you thrive in a fast-paced environment, love helping people, and are laser-focused on detail without losing your human touch, you're exactly who we're looking for.
Duties and Responsibilities :?
Serve as the first point of contact for existing patients, referring providers, and healthcare partners - managing 50 to 100 patient interactions, per day, via phone/chat/sms/email. Reschedule appointments, provide appointment prep details, and respond to patient questions with empathy and accuracy. Triage calls efficiently to appropriate departments (clinical, billing, operations) based on urgency and subject matter. Screening and routing patient calls to other departments efficiently, ensuring accurate patient data is routed into scheduling software (eCW). Document detailed call notes, patient demographics, and insurance data accurately within our scheduling platform (eCW). Send electronic messages ("telephone encounters") to internal clinical teams, ensuring timely follow-through. Handle patient concerns with professionalism and care, aiming for first-call resolution whenever possible. Monitor and contribute to internal performance goals by tracking call outcomes and assisting with reporting metrics. Maintain strict compliance with HIPAA regulations when handling sensitive health information. Send electronic messages (telephone encounters) to clinical staff according to workflows Recognize an emergent situation and triage calls to appropriate departments (Billing, Clinical, Operations). Participate in ongoing training, process improvement efforts, and collaboration with your team. Provide support for the Intake Team or other business initiatives. What does success look like?
Success in this role means confidently and compassionately guiding patients from first contact to scheduled appointment - efficiently, consistently, and with high satisfaction. You'll be evaluated on your ability to manage patient inquiries, meet responsiveness benchmarks, and uphold PRM's high standard of service excellence. Your performance will be measured based on KPIs such as CSAT, NPS, QA score, among other KPIs via a balanced scorecard.
Why Join Us?
Working at PRM means joining a team that believes in the power of empathy, clinical excellence, and personalized care. We're more than a medical practice, we're a community of professionals who believe every patient deserves to feel heard, respected, and cared for from the very first phone call.
Requirements
Required Qualifications
:
A clear, confident communicator who knows how to listen actively and speak with empathy. A multitasking pro who can document while engaging in real-time conversations - no sweat. Calm under pressure and comfortable with high call volumes in a service-driven environment. A stickler for accuracy and follow-through. Collaborative, coachable, and always ready to jump in where needed. Respectful of patient privacy and fully committed to HIPAA compliance. High school diploma or equivalent required. Minimum 1 year of experience in healthcare or customer-facing roles. Preferred Qualifications
:
Experience in a medical office, front desk, or call center environment. Familiarity with EHR platforms (especially eCW) and medical terminology. Background in sales-influenced customer service or performance-driven roles. Strong written communication and time management skills. Ability to pivot quickly and adapt to new processes.