[Hiring] Patient Advocate II @US Anesthesia Partners

Role Description

The Patient Advocate II promotes favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries.

• 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 action taken to refer question to proper party.
• Whenever possible, resolves question directly so that patient receives prompt satisfaction.
• Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem.
• Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question.
• Works assigned tasks, edits, queues and correspondence as assignment in a timely manner.
• Takes note of recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.
• Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures.
• Identifies and communicates complaint patterns to management team.
• Maintains strictest confidentiality.
• Documents all actions in the system notes.
• Demonstrates a positive attitude and serve 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 as set forth by management.
• Adheres to all company policies and procedures.
• Performs other duties as assigned.

Qualifications

• Bilingual Spanish preferred.
• Excellent verbal and written English language skills to answer customer concerns in simple, common language.
• Proficiency with math skills (i.e., skill in calculation of charges, payments and adjustments).
• Knowledge of insurance processing, guidelines and general laws related to all payers.
• Must be able to establish proficiency in 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 & decision-making ability.
• Strong analytical skills.
• Skill in gathering and reporting information from multiple sources (IDX, internet, electronic records).
• 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.
• Ability to maintain confidentiality.
• Willingness and ability to follow direction and/or company policy as directed by management.

Requirements

• Minimum 1 year of customer service or billing collections experience.
• High-school graduate or equivalent required.
• Associate degree in health or business administration or related field of study preferred.
• Equivalent combination of education and experience will be considered. Prefer experience in a health care organization.

Physical Requirements

• Requires prolonged sitting, some bending, stooping and stretching.
• Must possess sufficient eye-hand coordination/manual dexterity to operate a keyboard, photocopier, telephone, calculator and other office equipment.
• Required normal range of hearing and eyesight to record, prepare, and communicate appropriate reports and evaluations.
• Requires lifting papers and boxes weighing up to 35 pounds occasionally.
• Requires dexterity to type at least 50 wpm.

Working Conditions

• Work performed in office environment.
• Involves frequent contact with professional staff and managed care organizations.
• Work may be stressful at times.
• Interaction with others is frequent and often disruptive.