Patient Advocate I
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Job Description
Patient Advocate resolving patient, payer, and provider billing and claims inquiries for US Anesthesia Partners. Documenting resolutions and maintaining customer service standards remotely.
Responsibilities:
- Answer incoming telephone calls from patients, insurance companies, physician offices, and facilities
- Respond to inquiries and complaints concerning billing, claims, claim denials, payments, and collection activities
- Record customer contacts, resolutions, and forwarding actions
- Resolve questions directly whenever possible
- Respond to written inquiries and notify patients of resolution delays
- Explain account situations accurately and in simple language
- Complete assigned tasks promptly
- Attend in-service training and stay current with contract and procedure changes
- Identify and communicate complaint patterns to management
- Maintain strict confidentiality
- Document all actions in system notes
- Provide courteous, personal service
- Meet customer satisfaction and productivity/performance standards
- Follow company policies and procedures
- Perform other assigned duties
Requirements:
- High school graduate or equivalent required
- Associate’s degree in health or business administration, or a related field of study preferred
- Equivalent combination of education and experience will be considered
- Minimum of 1 year of customer service or billing collections experience preferred
- Bilingual in English and Spanish preferred
- Excellent verbal and written English language skills
- Proficient math skills, including calculation of charges, payments, and adjustments
- Knowledge of insurance processing, guidelines, and general laws related to all payers
- Must be able to establish proficiency 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 and decision-making skills
- Strong analytical skills
- Ability to maintain confidentiality
- Ability to work effectively and independently with limited supervision
- Willingness and ability to follow direction and company policy
- Candidates residing in California, Hawaii, or Alaska are not eligible for hire
Benefits:
- Quarterly bonus eligibility
- Reasonable accommodations for individuals with disabilities
- Equal employment opportunities
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