Description

This position is responsible for speaking to patients on incoming/outgoing calls and assisting with the resolution of their accounts. The MED-1 Solutions Patient Advocate handles account inquiries, payment disputes and negotiates payment arrangements while exhibiting superior customer service skills to patients. They also resolve and coordinate complaints promptly and professionally and are required to provide excellence in all areas of customer service. The MED-1 Solutions Patient Advocate must ensure that methodologies, policies and procedures are followed to guarantee the highest quality standards with “patient friendly collections” as a goal.

Supervisor

MED-1 Solutions Team Lead

Department

MED-1 Solutions Call Center

Essential Duties of the Position

• Adhere to all local, state and federal laws, regulations and guidelines as well as company standards of Patient Friendly Collections
• Handle a high volume of both inbound and outbound calls meeting a minimum daily goal of 200 calls
• Maintain acceptable update; talk time and no-account-up percentages
• Communicate clearly, timely, and positively with patients
• Good communication skills and interpersonal skills
• Professional attitude, and able to maintain composure in urgent or confrontational situations
• Effective critical thinking, problem solving and decision-making skills
• Display strong organizational/time management skills
• Work independently and must be multi-task oriented
• Develops and retains professional relationship with co-workers
• Maintains confidentiality at all times
• Team player attitude
• Any other duties as assigned by management

Responsibilities of the Position

• Exemplifies the Mission/Vision/Core Values of RevOne Companies in all personal and professional behavior
• Collaborates with manager to identify own learning needs and achieve goals using available resources to meet these needs/goals
• Works in collaboration with other departmental associates when applicable to ensure the continued success of RevOne Companies
• Initiates behavior changes, as necessary based upon performance feedback
• Accepts responsibility for own actions, while taking ownership of departmental outcomes
• Escalates patient complaints to management as applicable

Requirements

• Computer proficiency skills are required
• Must be comfortable asking people to pay their medical bills
• Must be available to work between the hours of 8:00 AM to 6:00 PM Monday through Friday. Current schedule is 40 hours per week Monday through Friday – schedule is either 8:00 AM to 5:00 PM or 9:00 AM to 6:00 PM.
• Must be organized, detail oriented and flexible
• Must communicate clearly and concisely
• Must have the ability to perform tasks and multi-task with a high level of accuracy
• Excellent verbal communication skills
• Ability to work in fast-paced, changing environment
• Must be flexible and adaptive to change
• Demonstrates attention to detail and organization
• Must have the ability to perform repeated tasks with a high level of accuracy
• Must have working knowledge of HIPAA, FDCPA, and Red Flag regulations

Difficulty of Work

Work activities are performed independently, utilizing basic guidelines as standards of performance. The employee must deal with a variety of clients, patients, guidelines and must utilize good judgment in carrying out job duties. Advice and guidance may be sought from the department’s Manager/Team Lead as warranted to ensure the provision of quality service.

Responsibility

The employee works in a team concept, but takes calls on his/her own. Work is somewhat independent in nature. The employee must utilize all guidelines given to ensure compliance with company standards.

Personal Work Relationships

The employee must deal with a variety of staff levels, conditions and circumstances. Routine contacts are to be expected from incoming calls, outgoing calls, management, and interdepartmental associates.