Customer Service Advocate

Customer Service Advocate

Job Summary:

The Customer Service Advocate in Admissions and Registration at Refugio County Memorial Hospital plays a pivotal role in providing exceptional customer service to patients during the check-in and registration process. This position is responsible for ensuring accurate patient information, verifying insurance details, collecting co-pays, and creating a positive patient experience from the moment they arrive at the hospital or clinic.

Qualifications:

• High school diploma or equivalent; some college coursework in healthcare administration or related field is preferred.
• Excellent interpersonal and communication skills, with a friendly and approachable demeanor.
• Previous experience in a customer service or front desk role, preferably in a healthcare setting.
• Knowledge of medical terminology, insurance policies, and billing procedures is a plus.
• Proficiency in using electronic health record (EHR) systems and basic computer applications.
• Strong attention to detail and ability to maintain accurate records.
• Ability to handle stressful situations with patience and professionalism.
• Respect for patient confidentiality and understanding of HIPAA regulations.

Responsibilities:

• Patient Check-In and Registration:

• Greet patients and visitors with a welcoming demeanor as they arrive at the hospital.
• Collect and input accurate patient information into the hospital's electronic health record (EHR) system.
• Verify patient identification and ensure HIPAA compliance when handling sensitive data.

• Insurance Verification and Financial Procedures:

• Verify patient insurance coverage and accurately document insurance details in the system.
• Explain insurance policies, benefits, and coverage to patients as needed.
• Collect co-pays, deductibles, and outstanding balances from patients, ensuring accuracy in financial transactions.
• Provide information about self-pay options, financial assistance programs, and payment plans.

• Appointment Scheduling and Coordination:

• Assist patients in setting up appointments and coordinating with appropriate departments.
• Ensure appointment slots are scheduled efficiently, taking into account patient preferences and medical requirements.

• Patient Communication:

• Answer incoming phone calls and provide assistance to patients inquiring about appointments, services, and general information.
• Respond to patient inquiries, address concerns, and provide information about hospital services.

• Self-Pay Collections:

• Collect payments from patients who are self-pay or uninsured, explaining payment options and providing receipts.

• Financial Counseling: Discuss financial obligations with patients, explain insurance coverage and co-pays, and provide assistance with financial aid applications or payment plans as necessary.

• Data Entry and Record Keeping:

• Assist with administrative duties, such as filing, data entry, and updating patient records.
• Maintain accurate and up-to-date patient records, ensuring compliance with privacy regulations and hospital policies.

• Customer Service Excellence:

• Provide exceptional customer service, demonstrating empathy and patience when interacting with patients.
• Handle difficult or frustrated patients with professionalism and problem-solving skills.
• Address patient concerns and feedback in a constructive and helpful manner.

• Other Duties as Assigned.

Pay: $12.60 - $15.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Evening shift
• Morning shift

Work Location: In person

Salary : $13 - $15