Patient Advocate
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Job Description
Remote Requester Patient Advocate for MRO Clinics, handling healthcare records request calls and client concerns. Logging cases, explaining workflows, and escalating complex issues.
Responsibilities:
- Manage incoming calls from customers and clients
- Listen to callers’ needs and provide information and solutions
- Receive and manage high volumes of calls
- Address questions and concerns about request status, invoice/fee issues, and request remediation
- Answer calls promptly and courteously within prescribed standards and metrics
- Maintain positive relationships with hospital clients and ROI requestors
- Use communication guides for specific topics
- Understand and communicate MRO Clinics workflows, processes, and policies
- Log call actions and details accurately in the MRO Clinics CarePortal
- Maintain a positive and professional relationship between MRO Clinics and customers/clients
- Work across departments to resolve difficult and complex caller issues; transfer or escalate as needed
- Provide backup support to Account Services groups and perform general administrative duties
- Meet qualitative and quantitative departmental targets
- Report directly to the Director of Operations
Requirements:
- Exceptional communication and customer service skills
- Knowledge of HIPAA and other regulatory requirements regarding ROI (Release of Information)
- Ability to define problems, collect data, establish facts, and draw conclusions
- Positive attitude and ability to interact well with customers and team members
- Confidentiality and discretion
- Sound understanding of computer systems, networks, and phone systems
- Ability to work effectively individually and as part of a team
- Ability to work across departmental lines
- Ability to present information and respond to questions from the Director of Accounting
- Ability to perform multifaceted projects alongside day-to-day activities
- Flexibility to adapt to frequent changes in the industry and organization
Benefits:
- Annual cash bonus eligibility
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- 401(k) plan
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