Patient Advocate Pelvic Rehabilitation Medicine - 2.3 Grand Rapids, MI Job Details Full-time 14 hours ago Qualifications Customer communication Electronic health records (EHR) management CRM system proficiency

Full Job Description Description:

Call Center Patient Advocate (Patient Intake & Admissions)

Department:

Patient Access / Admissions Reports to: Call Center Manager /

Director of Operations Location:

Remote Looking for Candidates with a home office based on West Michigan (Grand Rapids or Lakeshore) area.

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