The Patient Advocate is to promote favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries.  All new hires must submit to and pass a pre-employment drug screen and background check.

ESSENTIAL DUTIES AND RESPONSIBILITIES (include but not limited to):

• Answers incoming patient, insurance company, physician office and facility telephone calls.
• Receives and responds to all inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.
• Records all customer contacts, including resolution or forwarding action taken to refer question to proper party.
• Whenever possible, resolves question directly so that patient receives prompt satisfaction.
• Responds promptly to all written inquiries or notifies patient if there will be a delay in obtaining a final resolution to the problem.
• Explains account situation accurately in simple language so that patient can understand the explanation and how it applies to the particular question.
• Works assigned tasks in a timely manner.
• Attends in-service training to improve skills and to keep abreast of changes in contracts and procedures.
• Identifies and communicates complaint patterns to management team.
• Maintains strictest confidentiality.
• Documents all actions in the system notes.
• Demonstrates a positive attitude and serve others with personal service 100% of the time.
• Uses the phone in a responsible, courteous and professional manner; keeping personal phone calls to a minimum.  
• Meets customer satisfaction standards set forth by management
• Meets productivity/performance standards as set forth by management.
• Adheres to all company policies and procedures.
• Performs other duties as assigned.

REPORTING TO THIS POSITION:  No direct reports

JOB REQUIREMENTS (Knowledge, Skills and Abilities):

• Bilingual Spanish preferred.
• Excellent verbal and written English language skills to answer customer concerns in simple, common language.
• Proficiency with math skills (i.e., skill in calculation of charges, payments and adjustments).
• Knowledge of insurance processing, guidelines and general laws related to all payers.
• Must be able to establish proficiency in using the IDX practice management system.
• Excellent customer service skills.
• Ability to multi-task effectively.
• Data entry skills.
• Basic knowledge of CPT, ICD-9 and ASA codes.
• Sound problem solving skills & decision-making ability.
• Strong analytical skills.
• Must have a pleasant disposition and high tolerance level.
• Must display a positive “teamwork” attitude and strong interpersonal skills.
• Ability to work effectively and independently with limited supervision.
• Ability to maintain confidentiality.
• Willingness and ability to follow direction and/or company policy as directed by management.

EDUCATION/TRAINING/EXPERIENCE:

• Minimum 1 year of customer service or billing collections experience preferred.
• High-school graduate or equivalent required.
• Associate degree in health or business administration or related field of study preferred.
• Equivalent combination of education and experience will be considered.  Prefer experience in a health care organization.

PHYSICAL REQUIREMENTS:

• Requires prolonged sitting, some bending, stooping and stretching.
• Must possess sufficient eye-hand coordination/manual dexterity to operate a keyboard, photocopier, telephone, calculator and other office equipment.
• Required normal range of hearing and eyesight to record, prepare, and communicate appropriate reports and evaluations. 
• Requires lifting papers and boxes weighing up to 35 pounds occasionally.
• Requires dexterity to type at least 50 wpm.

WORKING CONDITIONS (environment and safety):

• Work performed in office environment.
• Involves frequent contact with professional staff and managed care organizations.
• Work may be stressful at times.
• Interaction with others is frequent and often disruptive.

disclaimer:  The above job description has been written to indicate the general nature and level of work performed by employees within this classification.  It is not written to be inclusive of all duties, responsibilities and qualifications required of employees assigned to this job.

US Anesthesia Partners, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors.