Patient Advocacy Specialist - Digitech - Remote

Essential Duties And Responsibilities

• Handle a variety of inbound and outbound calls from patients regarding healthcare questions and concerns
• Navigate multiple systems to gather and verify information, resolving questions, issues, and requests
• De-escalate tense situations and turn them into constructive, solution-focused conversations
• Build rapport with callers using a friendly, courteous, and professional approach
• Verify and update patient demographic information in the system as needed
• Maintain full compliance with all laws and regulations, including HIPAA
• Manage calls in a timely manner while maintaining quality and accuracy standards
• Provide timely and empathetic assistance to patients regarding medical claim concerns, insurance questions, and general inquiries
• Accurately document patient interactions and maintain detailed case records
• Gather and record patient feedback to help improve services and identify opportunities for process improvements
• Collaborate with internal and external stakeholders to ensure efficient problem resolution and accurate communication
• Follow up with patients to confirm resolution of issues and satisfaction with services
• Resolve complaints, problems, and inquiries to ensure patient satisfaction
• Adhere to all HIPAA privacy policies and procedures, ensuring the confidentiality and security of sensitive patient information at all times
• Maintain consistent compliance with company attendance policies

Skills/Experience Required

• Education: High School Diploma or equivalent required; Associates Degree preferred
• Experience: 1–2 years of experience in customer service, healthcare, or patient advocacy (preferred)
• Familiarity: Familiarity with insurance processes, medical terminology, and healthcare regulations
• Technical Skills: Proficiency with call center software, CRM systems, and Microsoft Office Suite (Word, Excel, Outlook)
• Bilingual Skills: Bilingual skills preferred (e.g., fluency in English and Spanish)
• Communication: Excellent verbal and written communication skills
• Interpersonal Skills: Strong interpersonal skills with a professional demeanor
• Problem-Solving: Strong analytical and problem-solving abilities
• Time Management: Strong analytical and problem-solving abilities
• Organizational Skills: Time management and organizational skills, with the ability to prioritize effectively
• Customer Service: Ability to multitask and handle multiple responsibilities efficiently
• Client Focus: Customer service–focused, with a commitment to both internal and external clients
• Attitude: Positive, patient-centered attitude
• Adaptability: Ability to work independently with minimal supervision
• Technology Skills: Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Sarnova

The Sarnova Family of companies includes Digitech Computer, Bound Tree Medical, Tri-anim Health Services and Cardio Partners. Digitech is a leading provider of advanced billing and technology services to the EMS transport industry. Since its founding in 1984, Digitech has refined its software platform to create a cloud-based billing and business intelligence solution that monitors and automates the entire EMS revenue lifecycle. Digitech leverages its proprietary technology to offer fully outsourced services that maximize collections, protect compliance, and deliver results for clients.

Benefits

Sarnova offers a competitive salary, commensurate with experience, along with a comprehensive benefits package, including 401(k) Plan. Sarnova is an Equal Opportunity Employer. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.