A Patient Advocate or Navigator provides direct assistance to patients at a health care or long term care facility. Guides patients in understanding their options and making important decisions about their treatment plans and medical costs; provides emotional support; and serves as a liaison with health care providers.
Patient Advocate Rothenberg Orthopedics, Regenerative and Sports Medicine Boca Raton, FL Job Details Full-time $20 - $24 an hour 4 hours ago Benefits Health insurance Qualifications Spanish Patient scheduling systems Health insurance co-pays Phone communication Practice management software Medical scheduling Administrative experience Medical administrative support Telephone systems Multi-line phone systems Patient interaction Productivity software Technical Proficiency Full Job Description
PATIENT ADVOCATE
Front Desk & Phone Operations Job Description & Expectations Position Overview Job Title:
Patient Advocate Department:
Front Desk & Patient Services Employment Type:
Full-Time Location:
Boca Raton, Florida Schedule:
Monday-Friday, clinic hours The Patient Advocate is the first voice and first impression of Rothenberg Orthopedics, Regenerative & Sports Medicine. This role is responsible for answering all incoming calls with professionalism and warmth, scheduling and managing patient appointments in ECW (eClinicalWorks), and guiding new and returning patients through a structured intake script. The Patient Advocate ensures that every patient interaction — from the first phone call through appointment confirmation — reflects the high standards of care and service that define the practice. Mission Alignment — Patient Advocate Be the welcoming, knowledgeable first point of contact for every patient who calls the practice. Execute intake script consistently and professionally on every call. Manage the ECW scheduling system with accuracy, minimizing scheduling errors and gaps. Protect patient information and always uphold HIPAA standards during every interaction. Support the care team by gathering complete, accurate patient information before every visit. Represent the Rothenberg Orthopedics brand with empathy, efficiency, and excellence.
CORE RESPONSIBILITIES 1A.
Phone Operations & Patient Communication Answer all incoming calls promptly (within 3 rings) in a friendly, professional manner using the approved greeting script. Follow scripted intake protocol on every new patient call — collecting chief complaint, insurance information, referral source, and urgency of appointment need.
Triage call urgency appropriately:
route clinical questions to the medical assistant or provider, schedule non-urgent visits, and escalate emergencies per practice protocol. Return patient voicemails and missed calls within the same business day. Handle appointment confirmations, cancellation calls, and reschedule requests with accuracy and patience. Manage high call volume efficiently during peak hours without compromising the quality of each interaction. Document call notes and patient communication in ECW as applicable. Maintain a calm, professional tone at all times — even with frustrated or difficult callers. 1B. ECW Scheduling & Appointment Management Schedule, reschedule, and cancel appointments in eClinicalWorks (ECW) with precision and attention to provider availability, visit type, and scheduling rules. Verify correct appointment type is booked for each visit (new patient, follow-up, procedure, injection, imaging, etc.) per practice guidelines. Confirm appointments 24-48 hours in advance via phone or automated reminder system; document all confirmation attempts. Monitor the daily schedule for gaps, double-bookings, or missing information; proactively communicate schedule issues to the clinical team. Manage the recall and waitlist system — contact waitlisted patients promptly when appointment slots open. Enter and update accurate patient demographic information, insurance details, and referral documentation in ECW. Coordinate with the billing team to ensure insurance verification is completed prior to all scheduled appointments. Assist in managing the provider's daily template to optimize patient throughput and minimize downtime. 1C. New Patient Intake & Scripted Screening Execute new patient intake script on every qualifying call — gathering all required information in the correct sequence. Ask all required screening questions including: reason for visit, duration of symptoms, prior treatments, referring provider, and insurance coverage.
Accurately capture patient demographics:
full legal name, date of birth, address, phone number, email, and emergency contact. Collect and confirm primary and secondary insurance information; document policy numbers, group numbers, and subscriber details. Identify patients who may require pre-authorization or referral verification before their appointment; flag for the billing team immediately. Explain the check-in process, office location, parking, what to bring (ID, insurance card, imaging), and any new patient forms to complete in advance. Use the script to identify cash-pay or uninsured patients and communicate self-pay options professionally and without judgment. 1D. Patient Experience & Front Desk Support Greet walk-in patients and assist with check-in when needed; support the front desk team during high-volume periods. Maintain a welcoming, organized front desk environment that reflects the professionalism of the practice. Collect and process co-pays, balances, and patient payments at time of service in accordance with practice financial policies. Distribute and explain new patient paperwork; assist patients who need help completing forms. Handle patient complaints or concerns at the front desk with empathy and professionalism; escalate to management when appropriate. Coordinate with medical assistants and the clinical team to manage patient flow and communicate delays or changes to waiting patients. 1E. Administrative & Compliance Duties Maintain strict HIPAA compliance in all patient interactions — phone, in-person, and electronic. Verify patient identity before discussing any protected health information (PHI) over the phone. Maintain accurate records of all patient interactions and scheduling activity within ECW. Adhere to all practice policies, scripts, and protocols as defined by Dr. Rothenberg and the Practice Manager. Participate in team huddles and training sessions; stay current on updated intake scripts, scheduling protocols, and insurance requirements. Assist with general administrative tasks as directed: faxing, scanning, mail distribution, and supply management.
QUALIFICATIONS & REQUIREMENTS
Technical Skills Experience with a medical scheduling or EHR system required; eClinicalWorks (ECW) experience strongly preferred.
Proficiency with standard office software:
email, Microsoft Office or Google Workspace. Ability to type accurately and navigate multiple computer systems simultaneously while on the phone. Basic knowledge of health insurance terminology: co-pays, deductibles, authorizations, and EOBs. Comfortable using multi-line phone systems and handling high call volumes. Core Competencies Communication & Patient Focus Warm, clear, and professional phone presence — patients feel heard and cared for on every call. Active listening skills — able to identify patient needs quickly and respond appropriately. Empathetic under pressure — maintains composure and kindness even with anxious or frustrated patients. Bilingual (English/Spanish) a strong plus given the South Florida patient population. Organization & Accuracy Detail-oriented — enters data correctly the first time, every time. Strong multitasker — manages simultaneous calls, scheduling, and front desk activity without errors. Follows structured scripts and protocols consistently without shortcuts. Proactively flags scheduling problems before they become patient issues. Professionalism & Team Fit Punctual, reliable, and accountable — the practice's phones must always be covered. Team player who supports clinical staff and keeps the patient flow running smoothly. Represents the Rothenberg Orthopedics brand with pride and professionalism in every interaction. Committed to continuous improvement — open to coaching and script updates.
SECTION 4
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WORKING CONDITIONS & PHYSICAL REQUIREMENTS
Work Environment Professional medical office environment in Boca Raton, Florida. Fast-paced front desk setting with frequent phone, in-person, and team interactions throughout the day. Standard clinic hours, Monday-Friday; flexibility for occasional schedule coverage may be required. Interaction with patients of all ages and health conditions, including those experiencing pain or medical distress. Physical Requirements Ability to sit at a front desk workstation and work on a computer for extended periods. Ability to speak clearly on the phone for extended periods throughout the day. Occasional standing, walking, or light lifting (up to 20 lbs) for administrative tasks. Strong visual and auditory acuity for computer-based and phone work.
