Job Description

Senior Patient Advocate Specialist (Hybrid)

UPMC

ChasmTeam is partnering with a growing national company, to build a team that provides real benefits to patients! We are seeking hard working, self starters who enjoy a challenge as we work together to help patients. The   Senior Patient Advocate   plays a vital role in supporting medically complex Medicaid beneficiaries by facilitating their enrollment into the   Health Insurance Premium Payment (HIPP) Program . This position is responsible for identifying eligible hospital patients, clearly communicating program benefits, collecting necessary documentation, and guiding individuals with empathy and professionalism throughout the entire enrollment process.

In addition to direct patient engagement, the Senior Patient Advocate provides daily support, mentorship, and education to a regional team of   Patient Advocate Specialists (PAS) . This includes leading case review calls, assisting with training during the end phase of PAS onboarding, and helping the team navigate varying state-specific processes.

Success in this role requires mission-driven advocacy, critical thinking, and compassionate yet efficient communication. The ideal candidate demonstrates resilience, initiative, and a collaborative spirit, ensuring patients receive timely access to employer-sponsored health insurance coverage through HIPP.

We are seeking individuals with a proactive mindset, strong leadership abilities, and a commitment to making a difference for underserved patient populations within complex healthcare systems.

Key Responsibilities

Patient Engagement & Advocacy

• Provide clear, compassionate, and culturally sensitive education to patients and families regarding the Health Insurance Premium Payment (HIPP) Program.
• Adapt communication approaches to reflect individual family dynamics and needs.
• Secure all necessary authorizations and documentation from patients and families to support enrollment.
• Build and maintain trust with patients while always upholding professional boundaries.
• Demonstrate empathy and cultural competence when working with vulnerable and diverse populations.

HIPP Enrollment & Case Management

• Accurately gather all required information for HIPP applications, including employer and insurance details.
• Identify and address enrollment barriers through proactive problem-solving strategies.
• Collaborate closely with the Patient Financial Assistance team to ensure complete and timely enrollments.
• Meet or exceed performance benchmarks related to enrollments, resolution timelines, and documentation accuracy.

Program Maintenance & Benefit Coordination

• Clearly explain the coordination between employer-sponsored insurance and Medicaid benefits.
• Monitor and update patient eligibility status to ensure ongoing program participation and coverage continuity.
• Assist with resolving insurance-related concerns as they arise, supporting both patients and client requests.

Technology & Documentation

• Manage patient referrals and case records using internal CRM and case management systems.
• Upload, scan, and transmit documentation securely in accordance with HIPAA and organizational policies.
• Maintain accurate and thorough records of all patient interactions and activities.
• Utilize Apple devices (iPads, iPhones) efficiently for on-site tasks and enrollment processes.

Client & Hospital Relationship Management

• Serve as the primary on-site representative for our company at assigned hospital locations.
• Develop and sustain positive working relationships with hospital staff, state agency representatives, and community partners.
• Uphold the organization’s mission and values through ethical conduct and professional interactions.

Hospital Case Reviews

• Facilitate and lead weekly hospital case review meetings.
• Guide internal support teams in making informed decisions that align with the best interests of Medicaid families and hospital partners.

Patient Advocate Specialist Training

• Lead the final phase of training for  Patient Advocate Specialists (PAS) , ensuring readiness for independent work.
• Refine PAS communication skills ("talk-offs") and conduct bedside interview training when applicable.
• Educate PAS team members on state-specific HIPP program guidelines, policies, and workflows.
• Evaluate each trainee’s performance to confirm they can confidently execute their responsibilities without direct supervision.

Inventory Management & Case Oversight

• Regularly review hospital case inventories to ensure timely and accurate case management in alignment with leadership expectations.
• Communicate findings and performance concerns to supervisors for appropriate follow-up.
• Assign and reassign case inventory as directed by leadership to support workflow efficiency and program objectives.

Additional Responsibilities

• Contribute to weekly  Velocity Report reviews by assessing and documenting progress on select cases.
• Assist in developing and maintaining training documentation, standard operating procedures, and process guides.
• Lead team meetings and facilitate team building or engagement activities as needed.
• Perform other duties and special projects as assigned by leadership.

Required Qualifications

• High school diploma or GED.
• Completion of formal training or coursework in  customer service ,  healthcare administration ,  patient services ,  case management , or  social services .
• Basic understanding of healthcare terminology and insurance processes.
• Ability to pass hospital credentialing requirements, including vaccination compliance and drug/alcohol screening

Preferred Qualifications

• Associate’s or bachelor’s degree in social work, Healthcare Administration, Public Health, or related field.
• Training in motivational interviewing, trauma-informed care, or medical billing/coding.
• Continuing education in Medicaid/Medicare eligibility, health equity, or patient advocacy.
• Three-Five years’ experience in patient-facing roles within a healthcare setting.
• Full Bilingual proficiency in Spanish is strongly preferred.

Core Skills & Competencies

Technical Skills-Preferred

• Proficiency with CRM or case management systems.
• Knowledge of Medicaid/Medicare eligibility and benefits coordination.
• Ability to interpret medical billing and insurance documents.
• Strong compliance-based documentation practices.

Interpersonal Skills

• Active listening and empathetic communication.
• De-escalation tactics for emotionally distressed patients.
• Cultural awareness and sensitivity in communication.
• Collaboration with cross-functional teams, including hospital and internal staff.

Key Traits for Success

• Mission-Driven Advocacy – Consistently puts patient needs first.
• Ego Resilience – Thrives amid adversity and changing demands.
• Empathy – Provides compassionate support while ensuring professionalism.
• Urgency – Balances speed and sensitivity in patient interactions.
• Detail Orientation – Ensures accuracy and completeness in documentation.
• Cultural Competence – Demonstrates respect and understanding of diverse experiences.
• Adaptability – Successfully operates in evolving policy and procedural environments.

Why Join Us?

As a Senior Patient Advocate , you’ll make a real difference—helping patients and Patient Advocate Specialists navigate complex health and insurance systems, securing critical benefits, and enabling focus on healing and well-being, as well as supporting your leadership team with responsibilities that allow the team to function at its greatest level of success. 

Join a mission-driven, supportive team where your work matters and your growth is encouraged. Full benefits offered including Health, Dental, Vision, 401(k) with company match, STD/LTD, Life Insurance and more.

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