Patient Services Advocate

Appalachian Regional Healthcare, Inc.•Hazard, KY

About The Position

The Patient Services Advocate functions in a patient communication role and facilitates patient access to care throughout registration, scheduling, and communication processes. The role sets the tone for the patient experience by greeting and directing patients and visitors and completing other patient access responsibilities. The advocate supports courteous facilitation of patient care and an exceptional patient experience through registration and pre-registration, adherence to financial and cash control policies, and collaborative relationships with internal and external clients.

Requirements

Knowledge of Current Procedural Terminology (CPT).
Knowledge of International Classification of Diseases (ICD).
Knowledge of medical terminology.
Knowledge of EMR/EHR systems.
Knowledge of HIPAA regulations.
Knowledge of current regulatory guidelines and requirements.
Organizational skills.
Verbal communication skills.
Written communication skills.
Attention to detail.
Analytical skills.
Problem-solving skills.
Proficiency in office software applications.
Customer-service orientation.
Data-entry skills.
Cycle-management skills.

Nice To Haves

Associate's degree or equivalent experience preferred.

Responsibilities

Ensure patient demographic and insurance information, verification, and eligibility are established and accurately documented.
Verify pre-certifications and facilitate required changes.
Coordinate rescheduling when prior authorization has not been obtained by the day before scheduled treatment or diagnostics.
Obtain financial clearance.
Collect deductibles, co-pays, and other fees, and/or facilitate referrals to financial counseling.
Demonstrate advanced patient-liability collection performance and high achievement in productivity.
Document and communicate insurance problems or discrepancies with clinical staff, physicians, administrators, and patients, and verify insurance information accurately.
Answer phones promptly and professionally and direct calls appropriately.
Welcome patients and families and assist with registration.
Initiate and prepare correspondence as needed.
Collect patient information and ensure patients are aware of their healthcare decision-making rights, conditions of admission, patient rights, financial responsibilities, and hospital policies and procedures.
Follow infection-control and safety guidelines and patient-confidentiality policies, including HIPAA compliance.
Facilitate an exceptional patient experience.
Perform other related duties as assigned.