Call Center Patient Advocate; Patient Intake & Admissions

Call Center Patient Advocate (Patient Intake & Admissions)

Department: Patient Access / Admissions

Reports to:

Call Center Manager / Director of Operations

Location: Remote or Hybrid (PRM Clinic Support)

NOTE: Must reside in one of the following states:
California, Florida, Georgia, Illinois, Maryland, Michigan, New Jersey, New York, Ohio, Tennessee, Texas, Virginia

Status: Full‑Time

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• Empathy and professionalism
• Patient‑centered communication
• Confidence guiding decision‑making
• Persistence and follow‑through
• Accountability and teamwork