Job Title: Patient Advocate
Department: Billing Office
Reports To: Director and Asst Director of Patient Advocacy & Services
FLSA Status: Non-Exempt
Shift: Hybrid
Position Summary
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.
Essential Duties & 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.
