Patient Advocate Specialist

Firstsource

11d•Remote

About The Position

This position is responsible for efficiently addressing outstanding account balances related to medical services offered by various healthcare facilities to patients. This is achieved by contacting patients via phone and assessing their eligibility for state, county, and federal assistance programs. Firstsource Solutions is a leading provider of customized Business Process Management(BPM) services. Firstsource specialises in helping customers stay ahead of the curve throughtransformational solutions to reimagine business processes and deliver increased efficiency,deeper insights, and superior outcomes.We are trusted brand custodians and long-term partners to 100+ leading brands withpresence in the US, UK, Philippines, India and Mexicosolutions covering complete customer lifecycle across Healthcare, Telecommunications &Media and Banking, Financial Services & Insurance verticals.Our clientele includes Fortune 500 and FTSE 100 companies.

Requirements

High school diploma or equivalent required.
Proficiency in PC usage and the ability to type at a rate of 30-40 words per minute.
Effective communication and collaboration skills with coworkers, patients, and external agencies.
Consistent demonstration of courtesy and professionalism.
Self-motivated and capable of staying on task with minimal supervision.
Display initiative and creativity in fulfilling job responsibilities.
Strong organizational skills.
Ability to prioritize multiple tasks in a fast-paced work environment.
Reliable in completing tasks and follow-up activities.
Ability to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements
Ability to pass a pre-employment background investigation based on client requirements, including but not limited to, criminal history, motor vehicle report, work authorization verification and medical screenings. The medical screenings may include one or more of the following: drug test, bloodwork for TB and titers, nicotine testing, physical exam, color-blind testing, vaccines such as Hepatitis B and C, MMR, Varicella, Tdap, Influenza and Covid-19.

Nice To Haves

Previous customer service or Call Center experience is preferred.
Experience in medical coding or billing is preferred.

Responsibilities

Assess patient eligibility for State and Federal programs.
Identify patients' specific needs and guide them through the application process for the relevant State or Federal agencies.
Initiate the application process when feasible.
Advise patients on the most suitable assistance program(s) tailored to their individual requirements.
Provide comprehensive instructions to patients on accessing all available program benefits.
Inform patients of program time constraints and ensure all deadlines are met.
Execute all required steps in patient location and involve external field staff when needed.
Gather essential information from patients during the initial contact, whenever possible.
Ensure clarity and precision in all CUBS system documentation.
Foster a positive rapport with patients throughout the entire application process.
Evaluate the status and progress of applications.
Communicate with government agencies when necessary.
Pursue follow-ups on assigned accounts until all available options are exhausted in the effort to secure patient benefits or until patients are approved for a program and billing information is obtained.
Maintain good working relationships with State and Federal agencies.
Resolve accounts in a timely manner.
Meet daily productivity goals and objectives as assigned by management.
Maintain confidentiality of account information at all times.
Adhere to prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct.
Maintain awareness of and actively participate in the Corporate Compliance Program.
Maintain a neat and orderly workstation.
Assist with other projects as assigned by management.
Uphold a strong commitment to business ethics, including confidentiality and data privacy.
Maintain consistent performance to achieve predefined performance metrics.
Strictly adhere to compliance regulations and security policies.
Ensure compliance with all federal, state and local laws.
Attain exceptional levels of Customer Satisfaction (CSAT), Net Promoter Scores (NPS), and other relevant metrics.
Maintain strict compliance with regulatory requirements.
Achieve high-quality scores to ensure exceptional service.
Successfully meet the specific metrics defined for each process.
Adhere to process Standard Operating Procedures (SOPs).
Maintain schedule adherence to optimize workflow efficiency.