AGC PEDIATRICS

204 PROFESSIONAL COURT

CALHOUN, GA 30701
STANDARD OF PERFORMANCE
JOB TITLE:

Patient Advocate

REPORTS TO:

EMPLOYEE:

DATE OF EVAL:

DATE OF HIRE:

OFFICE: CALHOUN
CARTERSVILLE
ANNUAL EVALUATION

NEW HIRE TRAINING

90 DAY EVALUATION

Training/Evaluation Due Date:

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Training/Evaluation Completion Date:

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Employees Signature

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Date

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Evaluators Signature

___________________________
Date

Rating Score: E = Exceeds Standards

M = Meets Standard
NI = Needs Improvement

Evaluator
Rating Score

AREAS OF
PERFORMANCE

EVIDENCE/RESPONSIBILITIES OF
STANDARD COMPLIANCE

EVALUATION
TOOLS USED

ASSESSMENT

Promptly gathers patient data and identifies physical and cultural

needs of individual cases
Identifies urgent patient requests, addresses promptly
Understands situations which require physician input
Addresses prescription requests to appropriate provider
Understands which medications require prior authorization
Knowledgeable regarding generic substitutes for prescription
medicines
Assesses patient needs to determine patient assistance programs for
medications
Checks fax inboxes and addresses documents to the appropriate
provider
Obtains up-to-date contact information on all calls
Confirms patient insurance and demographics are in compliance
with practice policy regarding patient insurance
Communicates needs of patient clearly and politely to office staff
Obtains all information needed for the patient prior to appointment
Communicates needs of providers clearly and politely to patient,
addresses any questions or concerns from parent
Delivers all necessary information to parent
Blocks schedule according to provider and patient needs, allots
sufficient time for consult appointments
Emphasizes necessity of keeping appointments
Communicates no-show and cancellation policies

Observation
Record Review

Familiar with the needs of all vulnerable patient populations

Counsels parents of ADD and ADHD patients according to
physician specifications and parent concerns
Addresses psychological needs of patients diagnosed with
depression, anger, and other behavior disorders
Relays all necessary information from physicians to parents

Observation
Record Review

CREATING AND
CONFIRMING
APPOINTMENTS

ADDRESSING
PATIENT NEEDS

Observation
Record Review

Self
Evaluation
Rating

Rating Score: E = Exceeds Standards

M = Meets Standard
NI = Needs Improvement

Evaluator
Rating Score

AREAS OF
PERFORMANCE

EVIDENCE/RESPONSIBILITIES OF
STANDARD COMPLIANCE

EVALUATION
TOOLS USED

TECHNICAL
KNOWLEDGE IN
ECLINICALS

Navigates all areas of eClinicals proficiently including labs,

prescriptions, referrals, scheduling, messages, and telephone
encounteres
Able to send and receive faxes electronically
Records all actions taken on referrals, documents, and telephone
encounters in a way that others can understand and reproduce
Understands circumstances which allow for addressing documents,
labs, and referrals, and when they should be left open
Locates and files records in appropriate areas of patient documents
Communicates clearly with physicians, nurses, and front office staff
Able to perform multiple tasks simultaneously

Observation
Record Review

EDUCATION

Participates in continuing education programs and completes all

mandatory programs annually
Completes departmental clinic competency evaluations including
annual competency testing

Education Review

PROFESSIONALISM

Demonstrates agreement and behaviors consistent with the clinics

philosophy, mission, goals, policy, and procedures
Demonstrates behaviors that promote positive customer relations
with physician, staff, patients, and visitors
Follows Patients Rights Policies at all times
Comes to work as scheduled and consistently demonstrates
dependability and punctuality
Always guards patient privacy according to HIPAA regulations

COMMUNICATION
AND
DOCUMENTATION

Self
Evaluation
Rating

Observation
Record Review

Responds to voicemails promptly and effectively

Communicates the minimum required patient information in all
interactions with outside facilities
Obtains all necessary durable medical equipment for patients
Effectively assists home health nurses in obtaining medical
equipment, medications, and services for patients
Communicates effectively with providers regarding scheduling
needs
Addresses all calls within expertise
Understands issues that must be brought before a provider

1. ASSESSMENT: Include areas identified as needing improvement as well as areas that exceed expectations
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2. CREATING AND CONFIRMING APPOINTMENTS: Include areas identified as needing improvement

as well as areas that exceed expectations
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3. ADDRESSING PATIENT NEEDS: Include areas identified as needing improvement as well as areas that
exceed expectations
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4. TECHNICAL KNOWLEDGE IN ECLINICALS: Include areas identified as needing improvement as

well as areas that exceed expectations
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5. EDUCATION: Include areas identified as needing improvement as well as areas that exceed expectations
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6. PROFESSIONALISM: Include areas identified as needing improvement as well as areas that exceed
expectations
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7. COMMUNICATION AND DOCUMENTATION: Include areas identified as needing improvement as

well as areas that exceed expectations
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Educational plan for areas needing improvement:

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