Patient Advocate I - Remote

Overview

Job Highlights

• Answers incoming patient, insurance company, physician office, and facility telephone calls.
• Receives and responds to all inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.
• Records all customer contacts, including resolution or forwarding actions taken to refer questions to the proper party.
• Whenever possible, directly resolves questions so that the patient receives prompt satisfaction.
• Responds promptly to all written inquiries or notifies the patient if there will be a delay in obtaining a final resolution to the problem.
• Explains the account situation accurately and in simple language so that the patient can understand the explanation and how it applies to the question.
• Works assigned tasks in a timely manner.
• Attends in-service training to improve skills and keep abreast of changes in contracts and procedures.
• Identifies and communicates complaint patterns to the management team.
• Maintains strictest confidentiality.
• Documents all actions in the system’s notes.
• Demonstrates a positive attitude and serves others with personal service 100% of the time.
• Uses the phone in a responsible, courteous, and professional manner, keeping personal phone calls to a minimum.
• Meets customer satisfaction standards set forth by management.
• Meets productivity/performance standards set forth by management.
• Adheres to all company policies and procedures.
• Performs other duties as assigned.

Qualifications

KNOWLEDGE/SKILLS/ABILITIES (KSAs):

• High school graduate or equivalent required.
• Associate’s degree in health or business administration, or a related field of study is preferred.
• Equivalent combination of education and experience will be considered. Experience in a health care organization is preferred.
• Minimum of 1 year of customer service or billing collections experience preferred.
• Bilingual in English and Spanish preferred.
• Excellent verbal and written English language skills to answer customer concerns in simple, common language.
• Proficient math skills (i.e. calculation charges, payments, and adjustments).
• Knowledge of insurance processing, guidelines, and general laws related to all payers.
• Must be able to establish proficiency using the IDX practice management system.
• Excellent customer service skills.
• Ability to multi-task effectively.
• Data entry skills.
• Basic knowledge of CPT, ICD-9, and ASA codes.
• Sound problem solving skills and the ability to make decisions.
• Strong analytical skills.
• Must have a pleasant disposition and high tolerance level.
• Must display a positive “teamwork” attitude and strong interpersonal skills.
• Ability to work effectively and independently with limited supervision.
• Ability to maintain confidentiality.
• Willingness and ability to follow direction and/or company policy as directed by management.
• The physical demands described here are representative of those that may need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasional Standing
• Occasional Walking
• Frequent Sitting
• Frequent hand, finger movement
• Use office equipment (in office or remote)
• Communicate verbally and in writing