Call Counselor II
About The Position
The Call Counselor II works directly with patients and providers contacting Patient Advocate Foundation’s Non-Profit Program Administration (NPPA) Patient Financial Assistance programs. The role answers incoming calls, explains program purposes and application procedures, responds to questions and concerns, and conducts initial application intake. It also includes accurately entering patient information, maintaining current patient files, completing applications for eligible patients, and following up with patients and providers. The position requires professional, compassionate customer service and maintaining the confidentiality of information obtained through employment with PAF.
Requirements
- Excellent oral and written communication skills.
- Ability to enter accurate data while speaking with a patient simultaneously.
- Strong interpersonal skills and ability to work well with individuals across organizational levels.
- Ability to handle pressure while remaining focused on operational goals.
- Knowledge of Microsoft Office products and operating systems.
- Ability to change tasks on short notice and focus on a new task or project.
- Detail-oriented and attentive to quality.
- Ability to work independently, remain flexible, and maintain composure under pressure.
- Ability to follow proper organizational lines of communication.
- Ability to work in an environment of continuous process and outcome improvement.
- At least 3 years of professional experience in healthcare, social work, or health insurance is preferred.
Nice To Haves
- Healthcare-related certification.
- Professional experience in a healthcare environment, social work, or health insurance.
- Medical terminology knowledge.
Responsibilities
- Answer incoming program phone calls and assist callers with questions, requests, and concerns.
- Respond to and process patients’ requests for assistance through the various programs.
- Explain the intent, purpose, and requirements of programs to callers.
- Conduct initial application intake to determine eligibility according to program standards.
- Complete applications for eligible patients and fax diagnosis verification forms to treating physicians’ offices when required.
- Accurately enter patient information into program databases.
- Create and maintain patient files, ensuring they reflect the most current information.
- Follow up with patients and providers in a timely manner.
- Meet established quality, data collection, and production benchmarks, with a score of 90% or higher.
- Communicate with Floor Supervisors when additional guidance or supervisory assistance is needed.
- Follow PAF policies, procedures, and departmental Standard Operating Procedures.
- Attend PAF-sponsored events if requested.
- Perform other duties as assigned.
- Maintain confidentiality of information obtained through employment with PAF.
- Follow applicable compliance standards in daily work.
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
