Customer Service Advocate
- Employer
- Altru Health System
- Location
- Grand Forks, ND
- Salary
- Join our team!
View more
- Industry
- Healthcare
- Role
- Customer Service
- Job Type
- Long-Term
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Job Details
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
Driving Requirements
Driving Category
Infrequent Driver
Degree/Diploma
Program of Study
Required/Preferred
Associate's
Business
Or
Associate's
Related Field
Education & Experience
Experience
Required/Preferred
Or
A minimum of 2 years of related experience
Required
Knowledge & Skills
Title
Required/Preferred
Demonstrates excellent customer service skills.
Required
Physical Demands
Frequency 8 Hour Shift 10 Hour Shift 12 Hour Shift Rarely (1-4%) 1-19 min 1-24 min 1-29 min Occasionally (5-33%) 19 min-2.6 hrs 24 min-3.3 hrs 29 min-3.9 hrs Frequently (34-66%) 2.6-5.3 hrs 3.3-6.6 hrs 3.9-7.9 hrs Continuously (67-100%) 5.3-8 hrs 6.6-10 hrs 7.9-12 hrs
Activity
Frequency
Sit
Frequently (34-66%)
Stand
Occasionally (5-33%)
Walk
Occasionally (5-33%)
Stoop/Bend
Occasionally (5-33%)
Reach
Frequently (34-66%)
Climb
Not Applicable
Crawl
Not Applicable
Squat/Crouch/Kneel
Occasionally (5-33%)
Twist
Occasionally (5-33%)
Handle/Finger/Feel
Continuously (>67%)
See
Continuously (>67%)
Hear
Continuously (>67%)
Weight Demands
Activity
Amount
Lift - Floor to Waist Level
Sedentary (
Carry
Sedentary (
Push/Pull
Sedentary (
Slide/Transfer
Not Applicable
Working Conditions
Condition
Frequency
Indoor
Continuously (>67%)
Outdoor
Not Applicable
Extreme Temperature
Not Applicable
Employee Health
Functional Assessment
Hazardous Drug Exposure
Fit Testing Required
Not Applicable
No
No
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.
- Demonstrates understanding and follows infection control policies and procedures according to standard operating procedure.
- Maintains requirements for age specific competencies for the position and demonstrates the knowledge or principles of growth and developments and the skills necessary to provide patient/customer care/services.
- Demonstrates knowledge and understanding of and compliance with:
- All pertinent safety, health and environmental policies, procedures and guidelines.
- Working safely, without causing harm or risk to self, others or property.
- The work environment safety procedures and prompt reporting of unsafe practices, procedures, accidents, injuries or other safety violations to the Leader.
- The use of all safety equipment and personal protective equipment.
Driving Requirements
- Professional Drivers: Persons who drive as their main responsibility OR transport passengers or hazardous materials.
- Frequent Drivers: Persons whose main responsibility is not driving, but drive daily or almost daily.
- Occasional Drivers: Persons who drive from once per month to as frequently as once per week.
- Infrequent Drivers: Persons who are generally not expected to drive.
Driving Category
Infrequent Driver
Degree/Diploma
Program of Study
Required/Preferred
Associate's
Business
Or
Associate's
Related Field
Education & Experience
Experience
Required/Preferred
Or
A minimum of 2 years of related experience
Required
Knowledge & Skills
Title
Required/Preferred
Demonstrates excellent customer service skills.
Required
Physical Demands
Frequency 8 Hour Shift 10 Hour Shift 12 Hour Shift Rarely (1-4%) 1-19 min 1-24 min 1-29 min Occasionally (5-33%) 19 min-2.6 hrs 24 min-3.3 hrs 29 min-3.9 hrs Frequently (34-66%) 2.6-5.3 hrs 3.3-6.6 hrs 3.9-7.9 hrs Continuously (67-100%) 5.3-8 hrs 6.6-10 hrs 7.9-12 hrs
Activity
Frequency
Sit
Frequently (34-66%)
Stand
Occasionally (5-33%)
Walk
Occasionally (5-33%)
Stoop/Bend
Occasionally (5-33%)
Reach
Frequently (34-66%)
Climb
Not Applicable
Crawl
Not Applicable
Squat/Crouch/Kneel
Occasionally (5-33%)
Twist
Occasionally (5-33%)
Handle/Finger/Feel
Continuously (>67%)
See
Continuously (>67%)
Hear
Continuously (>67%)
Weight Demands
Activity
Amount
Lift - Floor to Waist Level
Sedentary (
Carry
Sedentary (
Push/Pull
Sedentary (
Slide/Transfer
Not Applicable
Working Conditions
Condition
Frequency
Indoor
Continuously (>67%)
Outdoor
Not Applicable
Extreme Temperature
Not Applicable
Employee Health
Functional Assessment
Hazardous Drug Exposure
Fit Testing Required
Not Applicable
No
No
Company
Do what you love. Make a difference. Join our team of over 4,000 health professionals and support staff committed to caring for the region for more than 100 years.
At Altru Health System, we are serious about providing an exceptional patient experience and positively impacting the communities we serve. Our physician-led, community-owned, not-for-profit health system serves over 225,000 residents in northeast North Dakota and northwest Minnesota. We are a proud member of the Mayo Clinic Care Network.
If reasonable accommodation is needed to apply or interview for a position, please contact careers@altru.org or 701.780.5123.
Company info
- Website
- http://www.altru.org/careers/
- Telephone
- 701-780-5123
- Location
-
Grand Forks
North Dakota
US
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