Patient Advocacy Specialist I - Digitech - Remote

Sarnova

1d•Remote

About The Position

The Patient Advocacy Specialist I serves as the primary point of contact for patients seeking assistance with their medical claim needs. This role is responsible for addressing patient inquiries, resolving concerns, and guiding patients through the medical claims process. The Specialist ensures patients have a positive experience and are well-informed about their claim options, benefits, and available services, while thriving in a fast-paced environment.

Requirements

High School Diploma or equivalent required
Familiarity with insurance processes, medical terminology, and healthcare regulations
Proficiency with call center software, CRM systems, and Microsoft Office Suite (Word, Excel, Outlook)
Excellent verbal and written communication skills
Strong interpersonal skills with a professional demeanor
Strong analytical and problem-solving abilities
Time management and organizational skills, with the ability to prioritize effectively
Ability to multitask and handle multiple responsibilities efficiently
Customer service–focused, with a commitment to both internal and external clients
Positive, patient-centered attitude
Adaptability in a fast-paced environment
Ability to work independently with minimal supervision
Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment

Nice To Haves

Associates Degree preferred
1–2 years of experience in customer service, healthcare, or patient advocacy (preferred)
Bilingual skills preferred (e.g., fluency in English and Spanish)

Responsibilities

Handle a variety of inbound and outbound calls from patients regarding healthcare questions and concerns
Provide first-call resolution whenever possible
Navigate multiple systems to gather and verify information, resolving questions, issues, and requests
De-escalate tense situations and turn them into constructive, solution-focused conversations
Build rapport with callers using a friendly, courteous, and professional approach
Verify and update patient demographic information in the system as needed
Maintain full compliance with all laws and regulations, including HIPAA
Manage calls in a timely manner while maintaining quality and accuracy standards
Provide timely and empathetic assistance to patients regarding medical claim concerns, insurance questions, and general inquiries
Actively listen to patient concerns and offer appropriate solutions while navigating complex healthcare and insurance systems
Guide patients in understanding payment options, insurance claim status, and required forms for the claims process
Accurately document patient interactions and maintain detailed case records
Gather and record patient feedback to help improve services and identify opportunities for process improvements
Collaborate with internal and external stakeholders to ensure efficient problem resolution and accurate communication
Follow up with patients to confirm resolution of issues and satisfaction with services
Resolve complaints, problems, and inquiries to ensure patient satisfaction
Adhere to all HIPAA privacy policies and procedures, ensuring the confidentiality and security of sensitive patient information at all times
Maintain consistent compliance with company attendance policies
Additional job duties as assigned