Job Description

Patient Advocate
Mercy Health - Springfield, MO
ChasmTeam is partnering with a growing national company, to build a team that provides real benefits to patients! We are seeking hard working, self starters who enjoy a challenge as we work together to help patients. The Patient Advocate plays a critical role in identifying, educating, and enrolling eligible hospital patients into the Health Insurance Premium Payment (HIPP) Program. You'll clearly explain program details, gather required documentation, and serve as a compassionate, professional advocate throughout each step of the enrollment process.
This role demands mission-driven advocacy, proactive problem-solving, empathetic communication, and resilience--all while balancing compassion with an urgency to ensure patients receive timely support. By facilitating employer-sponsored health insurance coverage, the Patient Helper Program helps medically complex Medicaid beneficiaries access comprehensive care.
We're looking for driven individuals with a "can-do" spirit, unwavering perseverance, and the capacity to support diverse patient populations navigating complex healthcare systems.
Key Responsibilities
Patient Engagement & Advocacy

• Educate patients and families in a clear, compassionate, and culturally sensitive manner about the HIPP program.
• Assess family dynamics and adapt communication style to effectively meet their needs.
• Obtain necessary authorizations and documentation from patients/families.
• Foster trust with patients while maintaining appropriate professional boundaries.
• Demonstrate cultural competence and empathy when engaging with vulnerable populations.

HIPP Enrollment & Case Management

• Accurately collect all essential data for HIPP applications (e.g., employer information, insurance details).
• Employ proactive problem-solving to overcome barriers and ensure timely, accurate submissions.
• Collaborate seamlessly with the Patient Financial Assistance team to finalize enrollments.
• Consistently deliver against performance metrics such as enrollments completed, case resolution time, and documentation accuracy.

Program Maintenance & Benefit Coordination

• Clarify how employer-provided health insurance works in coordination with Medicaid.
• Verify and update ongoing patient eligibility for HIPP to maintain continuity.
• Assist with resolving insurance-related issues upon request from patients or clients.

Technology & Documentation

• Utilize CRM/case management system to manage referrals and patient records.
• Upload, scan, and securely transmit required documentation.
• Record patient interactions meticulously in compliance with privacy and legal standards.
• Efficiently operate Apple tools such as iPads and iPhones for enrollment-related tasks.

Client & Hospital Relationship Management

• Represent the organization as the onsite contact at the hospital.
• Establish and maintain collaborative relationships with hospital staff, state agency personnel, and community partners.
• Always uphold the organization's values with ethical integrity and professionalism.

Required Qualifications

• High school diploma or GED and completion of formal training in customer service, patient services, healthcare administration, social services, or case management.
• Foundational knowledge of healthcare terminology and insurance processes gained via coursework or certification.
• Ability to pass hospital credentialing, including vaccinations and drug/alcohol screening.

Preferred Qualifications

• Associate's or Bachelor's degree in Social Work, Healthcare Administration, Public Health, or related field.
• Training in motivational interviewing, trauma-informed care, or medical billing/coding.
• Continuing education in Medicaid/Medicare eligibility, health equity, or patient advocacy.
• Three-Five years' experience in patient-facing roles within a healthcare setting.
• Full Bilingual proficiency in Spanish is strongly preferred.

Core Skills & Competencies
Technical Skills-Preferred

• Proficiency with CRM or case management systems.
• Knowledge of Medicaid/Medicare eligibility and benefits coordination.
• Ability to interpret medical billing and insurance documents.
• Strong compliance-based documentation practices.

Interpersonal Skills

• Active listening and empathetic communication.
• De-escalation tactics for emotionally distressed patients.
• Cultural awareness and sensitivity in communication.
• Collaboration with cross-functional teams, including hospital and internal staff.

Key Traits for Success

• Mission-Driven Advocacy - Consistently puts patient needs first.
• Ego Resilience - Thrives amid adversity and changing demands.
• Empathy - Provides compassionate support while ensuring professionalism.
• Urgency - Balances speed and sensitivity in patient interactions.
• Detail Orientation - Ensures accuracy and completeness in documentation.
• Cultural Competence - Demonstrates respect and understanding of diverse experiences.
• Adaptability - Successfully operates in evolving policy and procedural environments.

Why Join Us?
As a Patient Advocate, you'll make a real difference--helping patients navigate complex health and insurance systems, securing critical benefits, and enabling focus on healing and well-being. Join a mission-driven, supportive team where your work matters and your growth is encouraged. Full benefits offered including Health, Dental, Vision, 401(k) with company match, STD/LTD, Life Insurance and more.

Skills Required