[Hiring] Patient Experience Advocate @HARRIS & HARRIS LTD

Role Description

The Patient Experience Advocate will schedule patients, provide insurance information and explanations, while collecting balances of delinquent accounts.

• Schedule: 8:00am to 5:00pm CST, Monday through Friday
• Location: Can work remotely (domestic United States only)
• Salary: $13.50 to $15.00/hour, dependent on experience

DAY TO DAY:

• Update the customer record with new information, record the call result or disposition.
• Make outbound and receive inbound calls via an automated system to gather or clarify information.
• Maintain supporting chronological notes that detail action taken to resolve outstanding account balances.
• Receive research and respond to incoming questions; provide information, explain policies and procedures, and/or facilitate a resolution.
• Schedule appointments in centralized scheduling system, in accordance with patient’s first service standards.
• Communicate information to the patient regarding questions about physician referrals, insurance referrals, and consultations.
• Document (when necessary) account notes in scheduling and registration systems.
• Assess and communicate coverage limitations and payment expectations with patients.
• Facilitate the pre-authorization of diagnostic exams, between referring physicians and insurance carriers.
• Explain financial responsibilities for services received, payment options, and collection procedures.
• Explain insurance benefits, eligibility, requirements, and estimated patient liability based upon analysis and verification of insurance benefits.
• Recommend alternative sources of payment and/or financial assistance when appropriate.
• Persuade consumers to pay and/or set up payment arrangements and settlements on deficient account balances.
• Communicate with insurance carriers, alternative payment sources, and healthcare providers to act as an advocate for the patient.
• Act as liaison between the patients/families, Case Management Department, Insurance companies.
• Comply with and adhere to all regulatory compliance areas, policies and procedures (including HIPAA and PCI compliance requirements), and "leading practices."
• Other duties as required.

Qualifications

• High School Diploma or equivalent required.
• Experience in call center environment.
• Experience with Epic system or similar a plus.
• Excellent phone and written communication skills.
• Knowledge of HIPAA and other governing regulations.

Benefits

• Medical, Dental, and Vision insurances from premium providers.
• 401K with matching.
• Company paid Accident and Disability Insurance, Long Term Disability Insurance, EAP, and Travel Assistance.
• Tuition Reimbursement.
• Paid Time Off and Wellness Days.
• Additional benefits such as identity theft protection, flexible spending accounts, pre-tax commuter benefits, and more.