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About the Role
The Patient Advocate II promotes favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries. All new hires must submit to and pass a pre-employment drug screen and background check.
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 action taken to refer question to proper party.
- Resolves questions directly to ensure prompt patient satisfaction.
- Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution.
- Explains account situation accurately in simple language.
- Works assigned tasks, edits, queues and correspondence in a timely manner.
- Notes recurring questions or problems that may be resolved or alleviated by changes in policy or procedures.
- Attends in-service training to improve skills and stay updated on changes in contracts and procedures.
- Identifies and communicates complaint patterns to the management team.
- Maintains strictest confidentiality.
- Documents all actions in the system 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, keeping personal phone calls to a minimum.
- 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
- Must be able to establish proficiency in using the IDX practice management system.
- Must have a pleasant disposition and high tolerance level.
- Must display a "teamwork" attitude and strong interpersonal skills.
- 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.
- Requires 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.
- Work performed in an 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.
Skills
- Bilingual Spanish preferred.
- Excellent verbal and written English language skills.
- Proficiency with math skills.
- Knowledge of insurance processing, guidelines and general laws related to all payers.
- 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).
- Ability to work effectively and independently.
- Ability to maintain confidentiality.
- Willingness and ability to follow direction and/or company policy as directed by management.
Location
- Remote (excluding California, Hawaii, or Alaska)
Work Type
- Full-time
Experience Level
- Minimum 1 year of customer service or billing collections experience.
Education Level
- 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.
Salary/Compensations
- $16.49 - 26.39 hourly
- Eligible for a quarterly bonus
About the Company
- US Anesthesia Partners 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.