Patient Advocacy Program Manager at Texas Health Action

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

07 May, 26

Salary

33.89

Posted On

06 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Patient Advocacy, Healthcare Experience, Financial Navigation, Insurance Billing, Leadership, Communication, Cultural Sensitivity, Team Building, Time Management, Problem Solving, Data Analysis, Policy Development, Quality Improvement, Staff Development, Confidentiality, Customer Service

Industry

Non-profit Organizations

Description

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV. Kind Clinic proudly serves Texas with four vibrant locations: two in Austin, one in San Antonio, and another in Dallas plus virtual care services available to all residents across Texas. Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state. Read more about THA here: http://texashealthaction.org. Texas Health Action is seeking a Patient Advocacy Program Manager to beresponsible for the day-to-day management of the Kind Clinic Patient Advocacy program and directly oversee Patient Advocate Supervisors across all Kind Clinic locations. The Program Manager will work closely with Kind Clinic clinical staff, the Patient Support Center, Retention, Care Navigation, Revenue Cycle Management, and pharmacy teams to enhance and maximize the patient experience. This role provides leadership and oversight of patient financial navigation and internal patient assistance program operations to support patient affordability, continuity of care, and compliance with all local, state, and federal funding requirements. This position reports to the Director of Patient Support Services. Up to 25% of travel is required to Kind Clinic locations in other cities. What you would do: Supports status-neutral engagement activities that promote access to HIV biomedical interventions for prevention and care services by identifying and addressing psychosocial and financial barriers to care, including those related to insurance billing, patient financial responsibility, and assistance programs, and ensuring linkage to appropriate supportive services and resources. Oversees patient financial navigation activities, ensuring Patient Advocacy staff are equipped to educate patients on anticipated costs of care, out-of-pocket responsibility, insurance billing processes, and available financial assistance options Monitors issues affecting client access, adherence, retention in care, and affordability; maintains up-to-date knowledge of internal and external resources to support a seamless continuum of care Provides guidance and escalation support for complex patient situations involving insurance billing questions, affordability concerns, or financial hardship, in coordination with Revenue Cycle Management or billing staff Oversees the success, sustainability, and budget compliance of internal patient assistance programs, including patient eligibility and utilization monitoring Collects, analyzes, and utilizes programmatic and operational data related to access, insurance billing outcomes, patient assistance utilization, and cost-related barriers to care to inform quality improvement and program planning Organizes and plans program operations and facilitates solutions to system and workflow issues in collaboration with Patient Support Services leadership Acts as a liaison between local agencies and internal departments across all Kind Clinic locations to support coordinated services and effective program operations Assists the Director of Patient Support Services with program-specific policy and procedure development, key performance indicator tracking, and implementation of strategies to achieve departmental goals Participates in Continuous Quality Improvement (CQI) processes, including annual policy review, quarterly CQI meetings, and development and monitoring of program-specific performance measures Provides supervision, direction, and guidance to assigned Patient Advocacy staff, including responsibility for hiring, training, performance management, and staff development Ensures understanding of grant requirements and deliverables, including DSHS/Ryan White and 340B, and supports compliance monitoring, audits, and reporting improvements Oversees 340B-related patient support functions, including coordination with contract pharmacies, monitoring utilization trends, and addressing patient concerns in collaboration with pharmacy partners Supports organizational growth and change initiatives by maintaining program effectiveness during operational transitions and educating stakeholders on Patient Advocacy program functions Maintains confidentiality of protected health information and ensures staff compliance with HIPAA and organizational policies and procedures Contributes to a collaborative, inclusive, and patient-centered environment that promotes teamwork, accountability, staff development, and care that is sex positive and free of shame, stigma, or judgment How you would describe your skills: You have a passion and connection to the communities we serve You “love” what you do, you seek to serve mission Listening is one of your key strengths You love team building You feel comfortable with technology and learning new software You are the model of the organization’s values and people can readily point to you as an example of how to ‘be’ You balance People and Process You have an attention to detail but can see the big picture You value great benefits and a mission driven work culture Knowledge, Skills, and Abilities: Must have basic PC skills that include a combination of working in a Windows Operating System and Microsoft Outlook, Word, and Excel. Understands the importance of maintaining confidentiality; able to maintain confidentiality under HIPAA standards. Must have the ability to exercise a high degree of diplomacy and tact; excellent customer services and interpersonal communication skills; Cultural sensitivity and demonstrated ability to work with diverse people groups. Well-developed verbal and written communication skills in English; Additional language abilities desirable. Ability to work well under pressure with minimal supervision. Ability to effectively interact with persons of widely diverse roles, backgrounds, cultures, and socio-economic classes, those in crises or resistant or negative toward organizations. Ability to apply time management practices to prioritize, schedule and complete work effectively to comply with mandated policies and deadlines. Ability to work on multiple tasks or parts of tasks simultaneously to ensure timely completion of work activities. Must be able to work productively with other departments and employees. Ability to work with professionals from various partners and organizations. Usually works forty (40) hours per week, some weekends may be required. Ability to successfully manage conflict, negotiating “win-win” solutions. Must be able to multi-task, prioritize with strong time management skills. Exceptional follow through on tasks and assignments Must possess leadership qualities and be able to supervise and secure the cooperation of staff. Compensation – Based on job duties and requirements, this position has a hourly rate of $33.89. Education and/or Licensure – Bachelor’s Degree in humanities or social services or experience that supports knowledge and abilities of service delivery within a healthcare setting required. No licensure required. Experience: Demonstrated understanding of patient needs in safety-net healthcare settings, including the financial, insurance, and revenue cycle factors that impact access to care. Must be compassionate and knowledgeable about the healthcare process, with the ability to support patients with questions related to cost of care, insurance billing, patient financial responsibility, and financial assistance options. Experience monitoring medication access and treatment adherence, identifying cost- or billing-related barriers, and collaborating with clinical, pharmacy, billing, or Revenue Cycle Management teams to support patient affordability and continuity of care. Proficiency in Microsoft Office and ability to learn systems that support patient financial navigation and revenue cycle workflows. Minimum of three (3) years of healthcare experience, including at least two (2) years of management or supervisory experience, and two (2) years in a patient advocacy, case management, or health navigation role. Additional Preferred Requirements – Bi-lingual (English/Spanish) a plus. Experience with LGBTQIA+ and/or other marginalized communities a strong plus. Experience with HIV and/or sexual health programs, or in an organization providing comparable services to similar populations preferred. Experience with 340b and Ryan White grant requirements preferred. Physical Requirements/Environmental Conditions – Perform the following with or without reasonable accommodations: Ability to stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, grasp, and be able to perceive the attributes of objects such as size, shape, temperature, and/or texture by touching with skin, particularly that of the fingertips. Ability to express and exchange ideas via spoken word during activities in which they must convey detail or important spoken instructions to others accurately, sometimes quickly and loudly. Hearing to perceive the nature of sound with no less than 40 db loss @ Hz, 1000 Hz, and 2000 Hz with or without correction; ability to perceive detailed information orally and make fine discriminations in sound. Perform repetitive motions with wrists, hands, and fingers. Individual must be able to exert up to 100 pounds of force occasionally and to be able to lift, carry, push, pull, or otherwise move objects. Work requires a minimum standard of visual acuity with or without correction that will enable people in the role to complete administrative and clerical tasks, as well as inspect and analyze. Must be able to work and concentrate amidst distractions such as noise, conversation, and foot traffic; ability to handle interruptions often and be able to move from one task to another. While worker may possibly be subjected to temperature changes, the worker is generally not substantially exposed to adverse environmental conditions as the work is predominantly inside. Applicant Information: Submitting official transcripts, diplomas, certifications and licenses may be required prior to final offer. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance. Information regarding employment history as it relates to the qualifications of the position may be needed for employment verification. The applicant selected for employment is subject to a pre-employment background check. A history of conviction may not automatically disqualify an applicant. Applicants with a history of conviction may be considered on a case-by-case basis, after individualized assessment of factors including the nature of the conviction, the job duties and responsibilities, the length of time since the conviction, and evidence of mitigation or rehabilitation. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted. EEO Statement – Texas Health Action is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Health Care Plan (Medical, Dental & Vision) Retirement Plan (403b) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off (Vacation, Sick & Holidays) Disability (Short Term & Long Term) Training & Development

Responsibilities

The Patient Advocacy Program Manager will manage the Kind Clinic Patient Advocacy program and oversee Patient Advocate Supervisors. This role involves enhancing the patient experience by addressing psychosocial and financial barriers to care and ensuring compliance with funding requirements.