Call Counselor II

Patient Advocate Foundation•Hampton, VA

About The Position

The Call Counselor II works directly with patients and providers contacting Non-Profit Program Administration (NPPA) Patient Financial Assistance programs. The position answers incoming calls, explains program purposes and application processes, responds to questions and concerns, and conducts initial intake. It requires professional, compassionate customer service, accurate data entry, timely follow-up, and maintaining the confidentiality of information obtained through employment with Patient Advocate Foundation (PAF). The role is full-time and non-exempt, with no staff reporting to it, and reports to the Director of NPPA.

Requirements

At least 3 years of professional experience in a healthcare environment, social work, or health insurance is preferred.
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.
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.
Knowledge of Microsoft Office products and operating systems.
Commitment to compassionate, thorough, and timely customer service.
Ability to maintain confidentiality and comply with applicable laws, regulations, and PAF policies.

Nice To Haves

Healthcare-related certifications.
Medical terminology and knowledge.
Professional experience in a healthcare environment, social work, or health insurance.

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 program intent, purpose, and requirements to callers.
Conduct initial application intake to determine eligibility under program standards.
Complete applications for eligible patients and fax diagnosis verification forms to treating physicians’ offices when required.
Enter patient information accurately into program databases.
Create and maintain patient files that 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 situations require additional guidance or supervisory assistance.
Abide by PAF policies, procedures, and department Standard Operating Procedures.
Attend PAF-sponsored events if requested.
Perform other duties as assigned.