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About the Role
The Patient Advocate I – RCM promotes favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries.
Responsibilities
- 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 actions taken to refer questions to the proper party.
- Directly resolves questions to ensure prompt patient satisfaction.
- Responds promptly to all written inquiries or notifies the patient if there will be a delay in obtaining a final resolution.
- Explains the account situation accurately and in simple language.
- Works assigned tasks in a timely manner.
- Attends in-service training to improve skills and stay updated on contract and procedure changes.
- Identifies and communicates complaint patterns to the management team.
- Maintains strictest confidentiality.
- Documents all actions in the system’s notes.
- Demonstrates a positive attitude and serves others with personal service 100% of the time.
- Uses the phone in a responsible, courteous, and professional manner.
- Meets customer satisfaction standards set forth by management.
- Meets productivity/performance standards set forth by management.
- Adheres to all company policies and procedures.
- Performs other duties as assigned.
Requirements
- High school graduate or equivalent required.
- Equivalent combination of education and experience will be considered.
- Minimum of 1 year of customer service or billing collections experience preferred.
- Bilingual in English and Spanish preferred.
- Excellent verbal and written English language skills to answer customer concerns in simple, common language.
- Proficient math skills (i.e. calculation charges, payments, and adjustments).
- Knowledge of insurance processing, guidelines, and general laws related to all payers.
- Must be able to establish proficiency 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 and the ability to make decisions.
- Strong analytical skills.
- 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 with limited supervision.
- Ability to maintain confidentiality.
- Willingness and ability to follow direction and/or company policy as directed by management.
- Occasional Standing
- Occasional Walking
- Frequent Sitting
- Frequent hand, finger movement
- Use office equipment (in office or remote)
- Communicate verbally and in writing
Skills
- Customer service
- Billing collections
- English
- Spanish
- Verbal communication
- Written communication
- Math skills
- Insurance processing
- IDX practice management system proficiency
- Multi-tasking
- Data entry
- CPT codes
- ICD-9 codes
- ASA codes
- Problem solving
- Decision making
- Analytical skills
- Teamwork
- Interpersonal skills
Location
- Remote (excluding California, Hawaii, or Alaska)
Work Type
- Full-time
Experience Level
- Minimum of 1 year of customer service or billing collections experience preferred
Education Level
- High school graduate or equivalent
- Associate’s degree in health or business administration, or a related field of study is preferred
Salary/Compensations
- $15.00 - $23.99 hourly
- Eligible for quarterly bonus
Benefits
- Quarterly bonus
About the Company
- US Anesthesia Partners, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors.
Equal Opportunity
- US Anesthesia Partners, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors.