Patient Advocate II - Remote

US Anesthesia Partners, Inc.•Austin, TX

7d•$16 - $26•Remote

About The Position

The Patient Advocate II promotes favorable company relationships with patients, providers, and payers by promptly, accurately, and courteously resolving telephone and written inquiries. The role handles questions and complaints about billing, claims, denials, payments, and collections; documents contacts and actions; and resolves questions directly whenever possible. The advocate explains account information in clear language, completes assigned tasks and correspondence promptly, identifies recurring issues and complaint patterns, attends training, and maintains confidentiality and service, productivity, and company-policy standards. This position has no direct reports. The role is described as remote, although the working-conditions section states that work is performed in an office environment. Candidates residing in California, Hawaii, or Alaska are not eligible to be hired. New hires must pass a pre-employment drug screen and background check. The estimated base pay is $16.49–$26.39 per hour, with eligibility for a quarterly bonus based on company and individual performance; bonuses are not guaranteed.

Requirements

At least 1 year of customer service or billing collections experience.
High school graduation or equivalent.
Excellent verbal and written English skills, including the ability to explain concerns 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.
Problem-solving, decision-making, and 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 meet the physical requirements, including prolonged sitting; occasional lifting of papers and boxes up to 35 pounds; and typing at least 50 words per minute.

Nice To Haves

Bilingual Spanish.
Associate degree in health or business administration, or a related field.
Experience in a health care organization.

Responsibilities

Answer incoming calls from patients, insurance companies, physician offices, and facilities.
Receive and respond to inquiries and complaints about operations, including billing, claims, claim denials, payments, and collection activities.
Record customer contacts, resolutions, and actions taken to refer questions to the appropriate party.
Resolve questions directly whenever possible to provide prompt patient satisfaction.
Respond promptly to written inquiries or notify patients when final 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 may be addressed through policy or procedure changes.
Attend in-service training to improve skills and stay current with contracts and procedures.
Identify and communicate complaint patterns to the management team.
Maintain strict confidentiality and document all actions in system notes.
Provide service with a positive attitude and use the telephone responsibly and professionally.
Meet customer satisfaction and productivity/performance standards set by management.
Adhere to company policies and procedures and perform other duties as assigned.