Contact Center Patient Advocate
Behavioral Health Group, Dallas, TX, United States
Contact Center Patient Advocate
Schedule: Monday - Friday Work Hours may fluctuate: 6am - 3pm, 7am - 4pm, or 8am- 5pm
The Contact Center Patient Advocate serves as the primary liaison between patients and the organization, ensuring a positive, compassionate, and seamless experience across all touchpoints. This role focuses on converting inbound inquiries and appointment requests into scheduled visits, resolving patient concerns, supporting navigation of services, ensuring patient satisfaction, and advocating for patient needs while upholding organizational standards for service quality, compliance, and operational efficiency.
The key responsibilities of the Contact Center Patient Advocate include but not limited to:
Access Support & Appointment Conversion
Serve as the first point of contact for patients via phone, chat, or online requests.
Collect and verify patient demographic information accurately.
Convert inbound inquiries into scheduled appointments whenever clinically and operationally appropriate.
Schedule appointments accurately based on provider availability, visit type, and clinical guidelines.
Removing barriers to entry, offering alternative appointment options (different providers, locations, telemedicine visits) to prevent lost opportunities
Use needs?based questioning to understand patient needs and care preferences.
Match patients need to the correct provider, specialty, visit type, and location.
Present and recommend available appointment options confidently to drive conversion.
Reduce "call?only" or "information?only" interactions by proactively offering to schedule.
Barrier Management & Salvage
Identify and overcome common access barriers, including:
Limited provider availability
Location or time constraints
Insurance or referral confusion
Patient hesitation or uncertainty
Offer alternatives such as:
Different providers or locations
Sooner or later appointment times
Telemedicine care options
Escalate unresolved access issues per established workflows.
Patient Advocacy & Support
Serve as the main point of contact for patients needing assistance.
Escalation handling and/or resolution of complex service issues.
Support BHG patients through the appointment show up process.
Listen empathetically to patient concerns, document issues clearly, and coordinate appropriate follow-up actions.
Assist patients in understanding processes such as scheduling, insurance questions, billing inquiries, or care navigation.
Ensure patients feel heard, valued, and supported at every interaction.
Issue Resolution & Escalation Management
Investigate service-related complaints by gathering information from patients, agents, clinical teams, and administrative departments.
Resolve issues within defined SLAs while maintaining an elevated level of professionalism and empathy.
Identify patterns in complaints and collaborate with leadership to address systemic improvements.
Contact Center Collaboration
Partner closely with call center peers, supervisors, and QA teams to provide feedback on service trends.
Stay current on service line offerings, provider changes, and scheduling rules.
Participate in training, system updates, and process improvement efforts.
Documentation & Compliance
Document all cases, actions taken, and resolutions accurately in Salesforce/SAMMS.
Follow HIPAA, privacy, and regulatory guidelines always.
Maintain confidentiality regarding phone calls, patient texts and/or emails with high discretion.
Follow call scripts, verification standards, and escalation protocols.
Patient Experience Improvement
Engage in patient outreach initiatives (follow-up calls, surveys, service recovery efforts).
Act as a voice of the patient, helping shape more patient-centered policies and processes.
Regulatory
Holds a basic understanding of alcohol/drug abuse and addiction
Complies with all federal, state and local regulatory agency requirements
Complies with all accrediting agencies
Marketing and Outreach
Participate in community and public relations activities as assigned.
Professional Development
Demonstrates the belief that addiction is a brain disease, not a moral failing
Demonstrates hope, respect and caring in all interactions with patients and fellow Team Members
Establishes and maintains positive relationships in the workplace
Can work independently and under pressure while handling multiple tasks simultaneously
Makes decisions and uses good judgment with confidential and sensitive issues
Deals appropriately with others in stressful or other undesirable situations and seeks direction from supervisors when necessary
Training
Participate in and provide in-service trainings as required by federal, state, local, and accrediting agencies
Attend conferences, meetings and training programs as directed
Key Skills & Competencies
Strong conversational and consultative communication skills
Understanding of HIPAA and patient rights
Ability to guide patients toward scheduling without pressure.
Comfort balancing empathy with performance expectations.
High attention to detail and system accuracy
Ability to work effectively in a high?volume inbound environment.
Healthcare scheduling or patient access experience
Exceptional communication, active listening, and de?escalation skills
High emotional intelligence and compassion
Strong problem-solving and analytical ability
Professional resilience and calm under pressure
Ability to navigate multiple systems and maintain accurate documentation.
Knowledge of healthcare workflows (BHG policies, scheduling, billing, insurance, etc.)
Minimum Requirements
The Contact Center Patient Advocate must comply with federal and state regulations regarding certification, licensure, and degree.
Qualifications
Education:
High school diploma required; associate or bachelor's degree in healthcare, social work, psychology, or related field preferred.
Experience:
2+ years in a call center, patient access, customer service, or healthcare support role
Experience handling escalations or specialized support preferred.
Technical Skills:
Proficiency with CRM, EHR, call center software, and multi?channel communication tools
Performance Metrics (Example KPIs)
Appointment conversion rate
Schedule utilization
Call handling quality and accuracy.
Patient satisfaction score (CSAT, NPS)
Resolution efficiency (FCR, time to resolution)
Documentation quality
Compliance adherence
In addition to meeting the qualifications, the ideal candidate will embody the following characteristics and possess the knowledge, skills and abilities listed below:
High integrity
Excellent verbal and written communication skills
Sound judgment
Efficient
Self-starter
Ability to work independently and under pressure while handling multiple tasks simultaneously
Ability to make decisions and use proper judgment with confidential and sensitive issues
Must be able to react quickly and make effective decisions
Demonstrate basic computer/word processing skills
Demonstrate basic knowledge and skill in the use of typical office equipment such as calculator, fax machine, copier, computer, telephone, and computer programs
Physical Requirements and Working Conditions
Speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes.
Schedule: Monday - Friday Work Hours may fluctuate: 6am - 3pm, 7am - 4pm, or 8am- 5pm
The Contact Center Patient Advocate serves as the primary liaison between patients and the organization, ensuring a positive, compassionate, and seamless experience across all touchpoints. This role focuses on converting inbound inquiries and appointment requests into scheduled visits, resolving patient concerns, supporting navigation of services, ensuring patient satisfaction, and advocating for patient needs while upholding organizational standards for service quality, compliance, and operational efficiency.
The key responsibilities of the Contact Center Patient Advocate include but not limited to:
Access Support & Appointment Conversion
Serve as the first point of contact for patients via phone, chat, or online requests.
Collect and verify patient demographic information accurately.
Convert inbound inquiries into scheduled appointments whenever clinically and operationally appropriate.
Schedule appointments accurately based on provider availability, visit type, and clinical guidelines.
Removing barriers to entry, offering alternative appointment options (different providers, locations, telemedicine visits) to prevent lost opportunities
Use needs?based questioning to understand patient needs and care preferences.
Match patients need to the correct provider, specialty, visit type, and location.
Present and recommend available appointment options confidently to drive conversion.
Reduce "call?only" or "information?only" interactions by proactively offering to schedule.
Barrier Management & Salvage
Identify and overcome common access barriers, including:
Limited provider availability
Location or time constraints
Insurance or referral confusion
Patient hesitation or uncertainty
Offer alternatives such as:
Different providers or locations
Sooner or later appointment times
Telemedicine care options
Escalate unresolved access issues per established workflows.
Patient Advocacy & Support
Serve as the main point of contact for patients needing assistance.
Escalation handling and/or resolution of complex service issues.
Support BHG patients through the appointment show up process.
Listen empathetically to patient concerns, document issues clearly, and coordinate appropriate follow-up actions.
Assist patients in understanding processes such as scheduling, insurance questions, billing inquiries, or care navigation.
Ensure patients feel heard, valued, and supported at every interaction.
Issue Resolution & Escalation Management
Investigate service-related complaints by gathering information from patients, agents, clinical teams, and administrative departments.
Resolve issues within defined SLAs while maintaining an elevated level of professionalism and empathy.
Identify patterns in complaints and collaborate with leadership to address systemic improvements.
Contact Center Collaboration
Partner closely with call center peers, supervisors, and QA teams to provide feedback on service trends.
Stay current on service line offerings, provider changes, and scheduling rules.
Participate in training, system updates, and process improvement efforts.
Documentation & Compliance
Document all cases, actions taken, and resolutions accurately in Salesforce/SAMMS.
Follow HIPAA, privacy, and regulatory guidelines always.
Maintain confidentiality regarding phone calls, patient texts and/or emails with high discretion.
Follow call scripts, verification standards, and escalation protocols.
Patient Experience Improvement
Engage in patient outreach initiatives (follow-up calls, surveys, service recovery efforts).
Act as a voice of the patient, helping shape more patient-centered policies and processes.
Regulatory
Holds a basic understanding of alcohol/drug abuse and addiction
Complies with all federal, state and local regulatory agency requirements
Complies with all accrediting agencies
Marketing and Outreach
Participate in community and public relations activities as assigned.
Professional Development
Demonstrates the belief that addiction is a brain disease, not a moral failing
Demonstrates hope, respect and caring in all interactions with patients and fellow Team Members
Establishes and maintains positive relationships in the workplace
Can work independently and under pressure while handling multiple tasks simultaneously
Makes decisions and uses good judgment with confidential and sensitive issues
Deals appropriately with others in stressful or other undesirable situations and seeks direction from supervisors when necessary
Training
Participate in and provide in-service trainings as required by federal, state, local, and accrediting agencies
Attend conferences, meetings and training programs as directed
Key Skills & Competencies
Strong conversational and consultative communication skills
Understanding of HIPAA and patient rights
Ability to guide patients toward scheduling without pressure.
Comfort balancing empathy with performance expectations.
High attention to detail and system accuracy
Ability to work effectively in a high?volume inbound environment.
Healthcare scheduling or patient access experience
Exceptional communication, active listening, and de?escalation skills
High emotional intelligence and compassion
Strong problem-solving and analytical ability
Professional resilience and calm under pressure
Ability to navigate multiple systems and maintain accurate documentation.
Knowledge of healthcare workflows (BHG policies, scheduling, billing, insurance, etc.)
Minimum Requirements
The Contact Center Patient Advocate must comply with federal and state regulations regarding certification, licensure, and degree.
Qualifications
Education:
High school diploma required; associate or bachelor's degree in healthcare, social work, psychology, or related field preferred.
Experience:
2+ years in a call center, patient access, customer service, or healthcare support role
Experience handling escalations or specialized support preferred.
Technical Skills:
Proficiency with CRM, EHR, call center software, and multi?channel communication tools
Performance Metrics (Example KPIs)
Appointment conversion rate
Schedule utilization
Call handling quality and accuracy.
Patient satisfaction score (CSAT, NPS)
Resolution efficiency (FCR, time to resolution)
Documentation quality
Compliance adherence
In addition to meeting the qualifications, the ideal candidate will embody the following characteristics and possess the knowledge, skills and abilities listed below:
High integrity
Excellent verbal and written communication skills
Sound judgment
Efficient
Self-starter
Ability to work independently and under pressure while handling multiple tasks simultaneously
Ability to make decisions and use proper judgment with confidential and sensitive issues
Must be able to react quickly and make effective decisions
Demonstrate basic computer/word processing skills
Demonstrate basic knowledge and skill in the use of typical office equipment such as calculator, fax machine, copier, computer, telephone, and computer programs
Physical Requirements and Working Conditions
Speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes.