Patient Advocate II

US Anesthesia Partners•Austin, TX

5d•Onsite

About The Position

The Patient Advocate II promotes positive relationships between the company, patients, providers, and payers by promptly, accurately, and courteously resolving telephone and written inquiries. The role addresses questions and complaints involving billing, claims, denials, payments, and collections; explains account situations in clear language; and documents contacts and actions. The position requires maintaining confidentiality, meeting customer satisfaction and productivity standards, following company policies, and attending training to stay current on contracts and procedures. This position has no direct reports. The work is performed in an office environment and involves frequent interaction with professional staff and managed care organizations. Work may be stressful, and interactions are frequent and sometimes disruptive. The stated base pay estimate is $16.49–$26.39 per hour, with eligibility for a quarterly bonus based on company and individual performance. Candidates must pass a pre-employment drug screen and background check. US Anesthesia Partners does not hire candidates residing in California, Hawaii, or Alaska.

Requirements

At least 1 year of customer service or billing collections experience.
High school graduate or equivalent.
Excellent verbal and written English skills, including the ability to explain matters in simple, common language.
Math proficiency, including calculating charges, payments, and adjustments.
Knowledge of insurance processing, guidelines, and general laws related to payers.
Ability to establish proficiency using the IDX practice management system.
Excellent customer service skills and ability to multitask effectively.
Data entry skills.
Basic knowledge of CPT, ICD-9, and ASA codes.
Sound problem-solving and decision-making ability; strong analytical skills.
Ability to gather and report information from multiple sources, including IDX, the internet, and electronic records.
Pleasant disposition, high tolerance level, positive teamwork attitude, and strong interpersonal skills.
Ability to work effectively and independently, maintain confidentiality, and follow management direction and company policy.
Ability to type at least 50 words per minute.
Ability to pass a pre-employment drug screen and background check.
Must not reside in California, Hawaii, or Alaska.

Nice To Haves

Bilingual Spanish preferred.
Associate degree in health or business administration or a related field preferred.
Experience in a health care organization preferred.
Equivalent combination of education and experience will be considered.

Responsibilities

Answer incoming calls from patients, insurance companies, physician offices, and facilities.
Receive and respond to inquiries and complaints concerning billing, claims, claim denials, payments, and collection activities.
Record customer contacts and document resolutions or referral actions.
Resolve questions directly whenever possible to provide prompt patient satisfaction.
Respond promptly to written inquiries or notify patients when resolution will be delayed.
Explain account situations accurately in simple language.
Complete assigned tasks, edits, queues, and correspondence in a timely manner.
Identify recurring questions or problems that might be alleviated through policy or procedure changes.
Attend in-service training to improve skills and stay current on contracts and procedures.
Identify and communicate complaint patterns to the management team.
Maintain strict confidentiality and document all actions in system notes.
Provide courteous, professional telephone service and keep personal calls to a minimum.
Meet customer satisfaction and productivity/performance standards established by management.
Adhere to company policies and procedures and perform other duties as assigned.