Overview

Patient Advocate Jobs in Boca Raton, FL at Rothenberg Orthopedics, Regenerative and Sports Medicine

PATIENT ADVOCATE

Front Desk & Phone Operations

Job Description & Expectations

Position Overview

Job Title:

Patient Advocate

Department:

Front Desk & Patient Services

Employment Type:

Full-Time

Location:

Boca Raton, Florida

Schedule:

Monday–Friday, clinic hours

The Patient Advocate is the first voice and first impression of Rothenberg Orthopedics, Regenerative & Sports Medicine. This role is responsible for answering all incoming calls with professionalism and warmth, scheduling and managing patient appointments in ECW (eClinicalWorks), and guiding new and returning patients through a structured intake script. The Patient Advocate ensures that every patient interaction — from the first phone call through appointment confirmation — reflects the high standards of care and service that define the practice.

Mission Alignment — Patient Advocate

  • Be the welcoming, knowledgeable first point of contact for every patient who calls the practice.
  • Execute intake script consistently and professionally on every call.
  • Manage the ECW scheduling system with accuracy, minimizing scheduling errors and gaps.
  • Protect patient information and always uphold HIPAA standards during every interaction.
  • Support the care team by gathering complete, accurate patient information before every visit.
  • Represent the Rothenberg Orthopedics brand with empathy, efficiency, and excellence.

CORE RESPONSIBILITIES

1A. Phone Operations & Patient Communication

  • Answer all incoming calls promptly (within 3 rings) in a friendly, professional manner using the approved greeting script.
  • Follow scripted intake protocol on every new patient call — collecting chief complaint, insurance information, referral source, and urgency of appointment need.
  • Triage call urgency appropriately: route clinical questions to the medical assistant or provider, schedule non-urgent visits, and escalate emergencies per practice protocol.
  • Return patient voicemails and missed calls within the same business day.
  • Handle appointment confirmations, cancellation calls, and reschedule requests with accuracy and patience.
  • Manage high call volume efficiently during peak hours without compromising the quality of each interaction.
  • Document call notes and patient communication in ECW as applicable.
  • Maintain a calm, professional tone at all times — even with frustrated or difficult callers.

1B. ECW Scheduling & Appointment Management

  • Schedule, reschedule, and cancel appointments in eClinicalWorks (ECW) with precision and attention to provider availability, visit type, and scheduling rules.
  • Verify correct appointment type is booked for each visit (new patient, follow-up, procedure, injection, imaging, etc.) per practice guidelines.
  • Confirm appointments 24–48 hours in advance via phone or automated reminder system; document all confirmation attempts.
  • Monitor the daily schedule for gaps, double-bookings, or missing information; proactively communicate schedule issues to the clinical team.
  • Manage the recall and waitlist system — contact waitlisted patients promptly when appointment slots open.
  • Enter and update accurate patient demographic information, insurance details, and referral documentation in ECW.
  • Coordinate with the billing team to ensure insurance verification is completed prior to all scheduled appointments.
  • Assist in managing the provider’s daily template to optimize patient throughput and minimize downtime.

1C. New Patient Intake & Scripted Screening

  • Execute new patient intake script on every qualifying call — gathering all required information in the correct sequence.
  • Ask all required screening questions including: reason for visit, duration of symptoms, prior treatments, referring provider, and insurance coverage.
  • Accurately capture patient demographics: full legal name, date of birth, address, phone number, email, and emergency contact.
  • Collect and confirm primary and secondary insurance information; document policy numbers, group numbers, and subscriber details.
  • Identify patients who may require pre-authorization or referral verification before their appointment; flag for the billing team immediately.
  • Explain the check-in process, office location, parking, what to bring (ID, insurance card, imaging), and any new patient forms to complete in advance.
  • Use the script to identify cash-pay or uninsured patients and communicate self-pay options professionally and without judgment.

1D. Patient Experience & Front Desk Support

  • Greet walk-in patients and assist with check-in when needed; support the front desk team during high-volume periods.
  • Maintain a welcoming, organized front desk environment that reflects the professionalism of the practice.
  • Collect and process co-pays, balances, and patient payments at time of service in accordance with practice financial policies.
  • Distribute and explain new patient paperwork; assist patients who need help completing forms.
  • Handle patient complaints or concerns at the front desk with empathy and professionalism; escalate to management when appropriate.
  • Coordinate with medical assistants and the clinical team to manage patient flow and communicate delays or changes to waiting patients.

1E. Administrative & Compliance Duties

  • Maintain strict HIPAA compliance in all patient interactions — phone, in-person, and electronic.
  • Verify patient identity before discussing any protected health information (PHI) over the phone.
  • Maintain accurate records of all patient interactions and scheduling activity within ECW.
  • Adhere to all practice policies, scripts, and protocols as defined by Dr. Rothenberg and the Practice Manager.
  • Participate in team huddles and training sessions; stay current on updated intake scripts, scheduling protocols, and insurance requirements.
  • Assist with general administrative tasks as directed: faxing, scanning, mail distribution, and supply management.

QUALIFICATIONS & REQUIREMENTS

Technical Skills

  • Experience with a medical scheduling or EHR system required; eClinicalWorks (ECW) experience strongly preferred.
  • Proficiency with standard office software: email, Microsoft Office or Google Workspace.
  • Ability to type accurately and navigate multiple computer systems simultaneously while on the phone.
  • Basic knowledge of health insurance terminology: co-pays, deductibles, authorizations, and EOBs.
  • Comfortable using multi-line phone systems and handling high call volumes.

Core Competencies

Communication & Patient Focus

  • Warm, clear, and professional phone presence — patients feel heard and cared for on every call.
  • Active listening skills — able to identify patient needs quickly and respond appropriately.
  • Empathetic under pressure — maintains composure and kindness even with anxious or frustrated patients.
  • Bilingual (English/Spanish) a strong plus given the South Florida patient population.

Organization & Accuracy

  • Detail-oriented — enters data correctly the first time, every time.
  • Strong multitasker — manages simultaneous calls, scheduling, and front desk activity without errors.
  • Follows structured scripts and protocols consistently without shortcuts.
  • Proactively flags scheduling problems before they become patient issues.

Professionalism & Team Fit

  • Punctual, reliable, and accountable — the practice’s phones must always be covered.
  • Team player who supports clinical staff and keeps the patient flow running smoothly.
  • Represents the Rothenberg Orthopedics brand with pride and professionalism in every interaction.
  • Committed to continuous improvement — open to coaching and script updates.

SECTION 4 — WORKING CONDITIONS & PHYSICAL REQUIREMENTS

Work Environment

  • Professional medical office environment in Boca Raton, Florida.
  • Fast-paced front desk setting with frequent phone, in-person, and team interactions throughout the day.
  • Standard clinic hours, Monday–Friday; flexibility for occasional schedule coverage may be required.
  • Interaction with patients of all ages and health conditions, including those experiencing pain or medical distress.

Physical Requirements

  • Ability to sit at a front desk workstation and work on a computer for extended periods.
  • Ability to speak clearly on the phone for extended periods throughout the day.
  • Occasional standing, walking, or light lifting (up to 20 lbs) for administrative tasks.
  • Strong visual and auditory acuity for computer-based and phone work.

Pay: $20.00 – $24.00 per hour

Work Location: In person

Title: Patient Advocate

Company: Rothenberg Orthopedics, Regenerative and Sports Medicine

Location: Boca Raton, FL

 

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