The goal of the Patient Advocate Specialist is to successfully resolve account balances for medical services provided by multiple healthcare facilities to patients by, contacting the patients by telephone and screen them to determine if the patient is eligible for state, county, and federal assistance programs.
Essential Duties and Responsibilities:
- Screen patients for eligibility of State and Federal programs
- Identify all areas of patients needs and assist them with an application for the appropriate State or Federal agency for assistance
- Initiate the application process when possible
- Advise patients of the appropriate assistance program(s) to best suit their individual needs
- Provide detailed instructions to patients regarding securing all available program benefits
- Advise patients of program time limitations and ensure that all deadlines are met
- Complete all necessary steps in locating patients and involving the outside field staff when necessary
- Obtain all necessary information from patients upon the initial contact when possible
- Record thorough and accurate documentation on patient accounts in the CUBS system
- All documentation in the CUBS system should be clear and concise
- Maintain a positive relationship with patients throughout the entire application process
- Assess the status and progress of applications
- Contact government agencies when necessary
- Follow-up with assigned accounts until every avenue is exhausted in trying to secure benefits for the patients or the patient is approved for a program and billing information is obtained
- Other duties as assigned or required by client contract
Additional Duties and Responsibilities:
- Maintain good working relationships with State and Federal agencies
- Resolve accounts in a timely manner
- Meet daily productivity goals and objectives as assigned by management
- Maintain confidentiality of account information at all times
- Adhere to prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct
- Maintain awareness of and actively participate in the Corporate Compliance Program
- Maintain a neat and orderly workstation
- Assist with other projects as assigned by management
Educational/Vocational/Previous Experience Recommendations:
- High school diploma or equivalent is required
- Prefer previous customer service/call center experience
- Prefer previous experience with medical coding or billing
- Proficient PC knowledge and the ability to type 30-40 wpm
- Ability to effectively work and communicate with coworkers, patients, and outside agencies
- Ability to present oneself in a courteous and professional manner at all times
- Ability to stay on task with little or no management supervision
- Demonstrate initiative and creativity in fulfilling job responsibilities
- Excellent organization skills
- Ability to prioritize multiple tasks in a busy work environment
- Reliability of task completion and follow-up
Working Conditions:
- Must be able to sit for extended periods of time
- For Remote Work from Home – must have a quiet, private area to perform work
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