Patient Advocate I 2024-25

The NHC member will provide unique support to our patients, staff and clinic through an array of activities. Currently, over 90% of Birmingham Clinic (BFC) patients are chronically uninsured, and the remainder have coverage that is either not affordable or does not meet their needs. Most of our patients fall well below the federal poverty level, and nearly half do not have permanent or stable housing. Between one-third and one-half of our patients are over 50 years old. The majority of BFC patients also struggle due to disparities created by structural racism and other oppressive policies, as well as other social and political determinants such as citizenship and language barriers, transportation, health literacy, etc. NHC members’ service with our organization is instrumental in helping us work to mitigate these barriers.

Members can have some of the most direct and regular engagement with our patients. They have a crucial and unique niche of supportive case management, facilitating pharmaceutical assistance program applications, screening for opioid overdose risk, and coordinate our food pantry. They assist patients in scheduling COVID-19 immunizations and testing, provide health screenings and health education, support chronic disease care efforts, address Social Determinants of Health, and facilitate connection to community health workers and insurance navigation.

The member will help the PHCUP and NHC fulfill its missions to the community in the following ways:

The member will facilitate Pharmaceutical Manufacturer’s Assistance Program (PMAP) applications and medications to help our uninsured patients receive non-formulary, and life-sustaining medications at no charge. They are medications not available by any other means for our patients, and thus help us to manage our patient’s disease states, improve their quality of life, and aid them in being as independent as possible for as long as they are able.

During active clinic sessions, the member duties will include:
-Orienting new health professional students to their role at clinic
-Under direction of clinic staff and providers, member may conduct patient health screenings and point of care testing, including blood pressure, blood sugar, basic urinalysis, pregnancy tests, and patient histories for overflow patients. Member will assess screenings for period pantry and food pantry supplies (food insecurity), as well as assess screenings for interest in Narcan.
-Member will evaluate assessments for, and facilitate, social service/social determinant of health assessments, and refer for case management and medical care (both care we provide on-site, and other care only done through outside agencies).
-The member will coordinate patient referrals to our Community Health Workers and insurance navigators based on social determinant of health screenings and direct patient communication and observation.
-The member will utilize the clinic's EHR assist patients with after and between-visit instructions and health system navigation, including scheduling patient follow-up appointments, lab work, and other associated care needs as directed by the clinic providers and nurse; and member will guide patients on their after-visit instructions.

Members will provide patients with information on COVID-19 vaccines and testing options and may assist patients in obtaining appointments for these services.

For patients with certain chronic disease states, the member will assist in pre- and inter-visit planning to help our adult patients, particularly those 50 and older, with chronic disease maintain their ability to remain in their home and stabilize or improve their health status. To this end, member duties may include:
(1) Prior to the patient’s visit, utilize the EMR and patient registries to assess each patient for recommended health maintenance statuses, and note which activities need to be completed at their next visit. (2) Contact patients prior to their appointments to relay pre-appointment reminders such as completing needed lab work or bringing needed documentation for PMAP applications (3) Assist pharmaceutical staff with identifying patients who could benefit from continuous glucose monitoring devices; help patients with setup and monitoring, and with outcomes and challenges.

To address the opioid crisis, the member will assess intake screening tools for patient or family use of opiates and interest in overdose prevention education and Narcan and can assist our staff in helping patients receive Narcan on site.

• Self-starter
• Team-oriented
• Flexible
• Able to communicate effectively with individuals or diverse backgrounds and identities
• Creative problem-solving skills
• Willingness to learn new things, take direction and feedback; mature
• Interest in public health
• Excellent phone and person-to-person skills and ability to disseminate information and problem solve
• Ability to adhere to a flexible schedule to accommodate weekend and evening clinic times is required.
• Previous customer service experience helpful, but not required.

• Skill with Microsoft Office or other software for a variety of data processing operations involving a range of problem solving, record keeping, correspondence, and service tracking options.
• Skilled in Microsoft Office software, (primarily Word, Excel and PowerPoint, Outlook, and Teams) and Google Documents.
• Strong computer and phone skills overall. Will be working with patients in person and on the phone.

• Member uses initiative in carrying out recurring assignments following set procedures, independently
• The supervisor assigns service activities, advises on changes in procedures, and is available for assistance when required
• The supervisor assigns service activities in terms of project objectives and basic priorities and is available for consultation in resolving controversial issues.

• The service activities are reviewed for accuracy through spot checks, through complaints from customers, and through observation of the member at service.
• The member independently plans and carries out the projects and selects the approaches and methods to be used in solving problems
• Completed projects are reviewed very generally to determine that objectives have been met and are in compliance with policies and regulations.

• Written and oral guides provide specific instructions for doing service
• Detailed guidelines exist, including regulations and directives, handbooks, precedents, industry standards, and files of previous projects
• We also expect members to problem solve, use their training and resources with us, and be independent thinkers.

• Member has to develop, analyze, or evaluate information before the service position can progress

• Unusual service hours, involving evenings, weekends, or long shifts
• Spanish language proficiency is NOT required, but very helpful!
• We will strive to work with any member who is a great fit but may need flexibility due to childcare or other requirements - insofar as it does not block the member from adequately participating in service requirements.

• Spanish language helpful but NOT required

In addition to NHC Standard Checks, all NHC Pittsburgh members are required to
complete and pass criminal history checks for Great Lakes Behavioral Research
Institute/Diversified Care Management (DCM). Great Lakes/DCM is a third party
vendor contracted with the Allegheny County Health Department (operating site for
NHC Pittsburgh) to distribute NHC Pittsburgh member stipends. NHC Pittsburgh
members are onboarded to Great Lakes/DCM system only when the checks have
been completed and the member has passed those checks. Along with these checks,
ALL NHC Pittsburgh Members Are Required to be Vaccinated against COVID-19.
The checks that all NHC Pittsburgh members would be required to complete and pass
for Great Lakes/DCM are the following: 1) Act 33 (Pennsylvania Child Abuse
Clearance), 2) National Sex Offender Registry Clearance, 3) Act 34 (Pennsylvania
Criminal History Clearance, and 4) Act 73 (FBI Criminal History Clearance - ONLY
completed via Identogo PA).