Patient Advocate I

Job Description:

• Answer incoming telephone calls from patients, insurance companies, physician offices, and facilities
• Respond to inquiries and complaints concerning billing, claims, claim denials, payments, and collection activities
• Record customer contacts, resolutions, and forwarding actions
• Resolve questions directly whenever possible
• Respond to written inquiries and notify patients of resolution delays
• Explain account situations accurately and in simple language
• Complete assigned tasks promptly
• Attend in-service training and stay current with contract and procedure changes
• Identify and communicate complaint patterns to management
• Maintain strict confidentiality
• Document all actions in system notes
• Provide courteous, personal service
• Meet customer satisfaction and productivity/performance standards
• Follow company policies and procedures
• Perform other assigned duties

Requirements:

• High school graduate or equivalent required
• Associate’s degree in health or business administration, or a related field of study preferred
• 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
• Proficient math skills, including calculation of 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 and decision-making skills
• Strong analytical skills
• Ability to maintain confidentiality
• Ability to work effectively and independently with limited supervision
• Willingness and ability to follow direction and company policy
• Candidates residing in California, Hawaii, or Alaska are not eligible for hire

Benefits:

• Quarterly bonus eligibility
• Reasonable accommodations for individuals with disabilities
• Equal employment opportunities