Patient Advocate Jobs

About The Position

Requirements

• High school graduate.
• Typically requires 1 year of customer service or clerical/office experience, including answering phones and assisting customers.
• Demonstrated ability to identify and understand issues, examine data, and draw logical conclusions.
• Knowledge of Medicare, HIPAA, and EMTALA rules and regulations, and ability to articulate explanations and comply with insurance pre-certification updates.
• Mathematical aptitude, effective communication skills, and critical thinking skills.
• Understanding of basic human anatomy, medical terminology, and procedures used in patient referral, pre-certification, and authorization processes.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to communicate effectively and maintain a pleasant, professional demeanor.
• Ability to handle sensitive and confidential information in accordance with internal policies.
• Ability to problem-solve in a high-profile, high-stress area, work independently, meet deadlines, and prioritize work.
• Technical proficiency with insurance verification or eligibility tools, EPIC electronic medical record, patient liability estimation tools, Microsoft Office, Internet Explorer, and phone technology.
• Ability to work a flexible schedule to support department needs.
• Ability to sit, stand, walk, lift, carry, squat, bend, twist, rotate, and kneel as required; frequently lift up to 10 lbs. and occasionally lift 20 lbs. or more; and push or pull up to 50 lbs. with assistance.
• Functional speech and hearing, and fine motor skills for keyboard data entry.
• Ability to operate equipment necessary to perform the job.

Responsibilities

• Greet and check in patients, ensuring patient information is complete and accurate.
• Collect patient responsibility identified during pre-registration.
• Register walk-in patients and verify or update demographic and insurance information.
• Verify insurance benefits, calculate or obtain patient responsibility, request payment, and communicate payment expectations.
• Identify patients who may need financial assistance and refer them to a Financial Advocate.
• Coordinate with Financial Advocates regarding patient financial resources and responsibilities, including obtaining Financial Obligation Forms or Advance Beneficiary Notices when needed.
• Monitor patient flow and help ensure patients are served efficiently and courteously.
• Complete visit closure, including checking out patients, collecting additional patient responsibility when applicable, and providing appropriate documents.
• Schedule patient visits using established scheduling system guidelines.
• Assist with new caregiver onboarding.
• Work assigned EPIC work queues according to department workflow.
• Maintain positive relations with patients, families, and clinical staff, and collaborate to support timely information flow.
• Communicate customer service issues and process improvement opportunities to management.
• Maintain knowledge of and reference materials for Medicare, Medicaid, third-party payer requirements, insurance plans requiring pre-authorization or referral, and accepted insurance plans.

Benefits

• Paid time off programs.
• Medical, dental, vision, life, and short- and long-term disability benefits, subject to eligibility.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Adoption assistance and paid parental leave, subject to eligibility.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Educational Assistance Program.
• Premium pay, such as shift or on-call pay, for eligible positions.
• Incentive pay for select positions.
• Opportunity for annual increases based on performance.