Patient Services Advocate

Unity MSK•Los Angeles, CA

7d•$21 - $25

About The Position

The Patient Services Advocate (PSA) helps resolve patient issues involving claims, benefits, referrals, physicians, and access. The role manages a high volume of inbound calls, enters patient information into information systems, and resolves callers’ issues while providing outstanding customer service. The PSA coordinates center activities, advises patient flow, and supports medical providers in delivering patient care, particularly during patient intake and registration. As an ambassador for the center, the PSA welcomes patients, responds attentively to their needs, and creates a positive front-office experience by managing expectations with compassion and respect. The PSA also contributes to the healthcare team by supporting patient-focused care through effective communication and problem-solving.

Requirements

Strong service mentality and focus on meeting defined service standards.
Excellent telephone and personal etiquette.
Warm, positive, and energetic demeanor.
Effective oral and written communication skills.
Tactful and diplomatic communication style.
Outstanding professional demeanor and respectful conduct.
Ability to handle sensitive and confidential information, including HIPAA and PHI, in accordance with federal and state laws and company policies.
Strong organizational skills.
Ability to coordinate and prioritize multiple tasks and work on multiple projects or tasks simultaneously in a fast-paced environment without direct supervision.
Ability to identify opportunities for improvement, develop and implement an action plan, and evaluate its effectiveness.
Ability to resolve colleague, client, and patient issues effectively and promptly.
Strong interpersonal skills, especially in patient and physician relations.

Nice To Haves

Three or more years of experience in a medical setting.
Proficient computer skills.

Responsibilities

Greet patients and verify the purpose of their visit to determine patient priority.
Enter patient information into the practice management system.
Verify eligibility and perform financial screenings.
Monitor patient wait times and proactively communicate patients’ status during visits.
Schedule appointments.
Review and prepare charts in advance of visits.
Manage telephone calls and ensure they are answered and resolved as expected.
Communicate with medical assistants, providers, and other team members to support seamless hand-offs and meet patient needs.
Collect patient co-pays and payments and reconcile collections daily.
Monitor waiting rooms and ensure waiting areas are kept clean.
Coordinate center activities and advise patient flow throughout the center.
Support medical providers in patient care, especially during intake and registration.
Perform other related duties as assigned.