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