Patient Partner Representative (PPR, PH remote)

Job Summary: 

The Patient Partner Representative ensures efficient coordination between patients, providers, and care teams. This role involves confirming visits, reviewing patient records and pending results, documenting concerns, and assisting with provider orders and escalations. The representative monitors service quality through patient feedback and call tracking, prepares performance reports, and maintains accurate documentation in the system. Overall, the role supports a positive patient experience and promotes seamless clinical operations.

Job Responsibilities:

• Call patients to confirm visits, document updates, concerns, and follow-up requests.
• Review medications, lab results, and communicate outstanding provider requests to relevant teams.
• Prepare patient charts with key concerns and recommendations before visits.
• Assist with provider orders, escalations, and urgent patient needs.
• Monitor service quality through patient feedback, chart reviews, and call performance.
• Participate in call monitoring, calibration sessions, and quality improvement initiatives.
• Track and analyze call metrics, maintain dashboards, and provide actionable data to management.
• Record all patient interactions and scripts in the electronic health system, escalating urgent cases as needed.
• Maintain accurate and up-to-date patient information.
• Prepare internal and external quality reports and support operational performance initiatives.

Qualifications 

• Must have an RN license
• USRN License, US MA certification preferred
• Experiences in the healthcare environment for 3-5 years plus. Creating patient notes and working with Doctors or Health Practitioners in patients’ health care plans
• Spanish speaker is a plus
• Experience in EHR is a plus
• Computer skill is a must 
• Strong communication skills