Patient Advocate

Department: Billing Office | Reports To: Director and Asst Director of Patient Advocacy & Services | FLSA Status: Non-Exempt | Shift: Hybrid

About the Role

The Patient Advocate is responsible for providing effective customer service for all internal and external customers by using excellent in-depth knowledge of the patient’s outstanding balance, resolving patient issues and billing questions, and communicating effectively with team members within the Patient Advocacy Department.

Responsibilities

• Ensure delivery of excellent customer service through communication and coordinating with team or other departments to resolve issues.
• Handle incoming calls from patients with questions regarding their statement, EOB’s, and/or services received at NEC facilities; process patient refunds, process and review account adjustments.
• Conduct outgoing customer service follow-up calls to patients to ensure a positive and pleasant experience with the facility.
• Perform outgoing calls and attempt soft collections on patient’s balances.
• Negotiate payment plans according to specified guidelines.
• Field complaints about facility/clinical care, standards, HIPAA, red flag rules, and other patient issues. Record complaints and forward to the appropriate manager, then follow up with patients to ensure resolution.
• Monitor and run daily and monthly reports on assigned facilities to ensure balance is due to patient’s in-network Emergency Room benefits and update account status.
• Perform other duties as assigned.

Requirements

• High school diploma required.
• 3-4 years’ customer service experience.
• 1-2 years’ experience in medical billing.
• Understanding of EOB’s and patient responsibility.
• Excellent communication skills with internal and external clients.

Skills

• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations.
• Basic arithmetic skills: addition, subtraction, multiplication, and division using units of American money, weight, volume, and distance.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Basic computer skills.

Competencies

• Professional Maturity: The ability to separate emotional feelings from the real issues at hand.
• Responsibility: The ability to accept choices you have made and the results they have led to.
• Communication: The ability to write and speak effectively; actively listens to others and gives feedback.
• Flexibility: Demonstrate responsiveness and adaptability following change initiatives.
• Intelligence: Understand information and apply new knowledge.
• Energetic: Exhibits high levels of energy and enthusiasm.
• Organized: Efficient in structuring tasks to be accomplished.
• Computer Savvy: The ability to use technology efficiently and effectively.
• Customer Service: The ability to enhance customer satisfaction.
• Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization.
• Integrity and Respect: Demonstrates the utmost level of integrity.
• Interpersonal Communication: Writes and speaks effectively based on psychological, relational, situational, environmental, and cultural dynamics.
• Collaboration and Partnership: Encourages participation from team members.
• Manages Change: Demonstrates flexibility with changing environments.
• Problem Solving: Resolves issues in a timely manner.
• Attention to Detail: Follows procedures to ensure accuracy of data entry.
• Organization: Uses time efficiently by prioritizing and planning work activities.
• Judgment: Ability to make independent decisions.
• Teamwork: Works with others to accomplish objectives and shows support for decisions.
• Quality: Sets high standards to ensure quality in work performed.
• Accountability: Takes responsibility for adhering to all company policies, procedures, and performance expectations.

Physical Demands

• Light physical activity performing non-strenuous daily activities of an administrative nature.
• Ascending or descending stairs, ramps, and the like, using feet and legs and/or hands and arms.
• Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner.
• Bending legs downward and forward by bending leg and spine.

Work Environment

Well-lighted, heated, and/or air-conditioned indoor office setting with adequate ventilation.