Customer Service Advocate

Job Summary

The Customer Service Advocate is responsible for answering incoming calls for patient financial services. This position demonstrates exceptional customer service skills, such as responsiveness, empathy, and willingness to assess and respond to individual patient needs. The Customer Service Advocate maintains confidentiality of all patient information in accordance with Organization Policies, HIPAA and PCI regulations and ensures compliance with all regulatory requirements as identified by OIG, JCAHO, CMS, etc.

Essential Job Functions

Performs account analysis and educates guarantors in regards to payment issues on outstanding patient balances.

Addresses patient complaints, financial concerns and any other issues in a courteous and professional manner using resources available both internally and externally. Reviews, verifies and evaluates demographic and third party payer information as they are related to patient accounts.

Coordinates the application process for Community care and other assistance programs to ensure accurate and timely completion.

Manages all incoming internal and external customer phone calls, e-mails and written correspondence by researching, resolving and documenting all issues and concerns that are received.

Receives and responds to patient, professional and clinical inquiries in person or by telephone and provides accurate processing and billing support. Explains insurance benefits, payments, claim submission, billing and general Business Office procedures.

Resolves problems, concerns, insurance, coding and billing questions as the primary contact for customers, clinical and support staff.

Performs other duties as assigned or needed to meet the needs of the department/organization.



Education & Experience

Associate's -Business

Or

Associate's -Related Field

Or

A minimum of 2 years of related experience -Required