Patient Advocate

Altus Community Healthcare•Houston, TX

8h•Hybrid

About The Position

The Patient Advocate is responsible for providing effective customer service for all internal and external customers by using excellent in-depth knowledge of the patient’s outstanding balance, resolving patient issues and billing questions as well as communicating effectively with team members within the Patient Advocacy Department.

Requirements

High school diploma required
3-4 years’ customer service experience a must
1-2 years’ experience in medical billing
Understanding of EOB’s and patient responsibility
Excellent communication skills with internal and external clients.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to write simple correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
Ability to add and subtract two-digit numbers and to multiply and divide with 10's and 100's.
Ability to perform these operations using units of American money and weight measurement, volume, and distance
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations
Basic computer skills

Responsibilities

Ensure delivery of excellent customer service through communication and coordinating with team or other departments to resolve issues.
Handle incoming calls from patient with questions regarding their statement, EOB’s and/or services received at NEC facilities; process patient refunds, process and review account adjustments.
Conduct outgoing customer service follow up calls to patients in an effort to ensure that the experience with the facility was positive and pleasant.
Perform outgoing calls and attempt soft collections on patient’s balances
Negotiate payment plans according to specified guidelines.
Responsible for fielding complaints about facility/clinical care, standards as well as HIPAA, red flag rules, and other problems that patients may have.
Must record complaints and forward to appropriate manager.
Follow up with patients to ensure that appropriate changes were made to resolve customers’ complaints or issues.
Responsible for monitoring and running daily and monthly reports on assigned facilities to ensure balance is due to patient’s in-network Emergency Room benefits and update account status.
Perform other duties as assigned.