Call Center Patient Advocate

The WellFund, LLC•Greenwood, IN

12d•Onsite

About The Position

The WellFund Patient Advocate builds working relationships, solves problems, and supports patients through the application process and follow-up. They work as part of a team in a call center environment. A Call Center Patient Advocate exhibits superior customer service skills and provides prompt courteous service to patients.

Requirements

Computer proficiency skills are required
Ability to learn multiple databases and EMRs
Ability to multi-task (speaking on the phone, searching databases, and typing)
Excellent verbal and written communication skills
Ability to work in fast-paced, changing environment
High School diploma or equivalency
One year of experience as a Patient Advocate or an equivalency of training and experience combined
Considerable knowledge of Medicaid programs
Considerable knowledge of the Federal Marketplace
General knowledge of all agency and community programs and services which could affect the client/applicant
Good mathematical reasoning and computational skills
Ability to read, analyze, and interpret rules, regulations, and procedures
Ability to communicate with clients/applicants, the public at large, and public officials to obtain data, and to explain and interpret rules, regulations and procedures
Ability to work with others on your team to complete a task
Ability to perform job functions within structured time frames
Must have the ability to perform repeated tasks with a high level of accuracy
Must have working knowledge of HIPAA, FDCPA, and Red Flag regulations

Nice To Haves

Epic experience is a plus

Responsibilities

Handles a high volume of telephone calls
Maintains patient database
Maintains daily work queues
Provides technical assistance on agency issues, services, and programs
Maintains and/or creates files for record keeping systems
Sorts, labels, electronically files, and retrieves documents or other materials; including from the HPE overnight process
Ensures adequate documentation is maintained
Collects and reviews patient information to determine patients’ eligibility
Completes Medicaid applications online using the FSSA Benefits Portal
Prepares documents and reviews them for accuracy and completeness
Communicates clearly, timely, and positively with patients, coworkers, and clients
Good communication and interpersonal skills
Ability to learn quickly and navigate effectively through multiple systems and EMRs.
Professional attitude and the ability to maintain composure in urgent or confrontational situations
Effective critical thinking, problem solving, and conversational skills
Display strong organization and time management skills
Work independently and must be multi-task oriented
Team player attitude
Develops and retains professional relationship with on-site hospital staff
Maintains confidentiality at all times (i.e. PHI, HIPAA, and HITEC)
Supports the mission and goals of the company
Exemplifies the Mission, Vision, and Core Values of RevOne Companies in all personal and professional behavior and is a role model to all associates
Collaborates with manager to identify own learning needs and set goals using available resources to meet these needs and goals
Maintains working knowledge of departmental and hospital policies and procedures through participation and by reading updates and other provided communication
Works in collaboration with the Call Center and On-site Patient Advocates, supporting their efforts through teamwork and the acceptance of additional assignments