Call Center Patient Advocate

5 months ago

Greenwood, United States RevOne Companies Full time

Job Type Full-timeDescriptionPosition SummaryThe WellFund Patient Advocate builds working relationships, solves problems, and supports patients through the application process and follow-up. They work as part of a team in a call center environment. A Call Center Patient Advocate exhibits superior customer service skills and provides prompt courteous service to patients.Essential Duties of the PositionHandles a high volume of telephone callsMaintains patient databaseMaintains daily work queuesProvides technical assistance on agency issues, services, and programsMaintains and/or creates files for record keeping systemsSorts, labels, electronically files, and retrieves documents or other materials; including from the HPE overnight processEnsures adequate documentation is maintainedCollects and reviews patient information to determine patients' eligibilityCompletes Medicaid applications online using the FSSA Benefits PortalPrepares documents and reviews them for accuracy and completenessCommunicates clearly, timely, and positively with patients, coworkers, and clientsGood communication and interpersonal skillsAbility to learn quickly and navigate effectively through multiple systems and EMRs.Professional attitude and the ability to maintain composure in urgent or confrontational situationsEffective critical thinking, problem solving, and conversational skillsDisplay strong organization and time management skillsWork independently and must be multi-task orientedTeam player attitudeDevelops and retains professional relationship with on-site hospital staffMaintains confidentiality at all times (i.e. PHI, HIPAA, and HITEC)Supports the mission and goals of the companyResponsibilities of the PositionExemplifies the Mission, Vision, and Core Values of RevOne Companies in all personal and professional behavior and is a role model to all associatesCollaborates with manager to identify own learning needs and set goals using available resources to meet these needs and goalsMaintains working knowledge of departmental and hospital policies and procedures through participation and by reading updates and other provided communicationWorks in collaboration with the Call Center and On-site Patient Advocates, supporting their efforts through teamwork and the acceptance of additional assignments Requirements Computer proficiency skills are requiredAbility to learn multiple databases and EMRsAbility to multi-task (speaking on the phone, searching databases, and typing)Excellent verbal and written communication skillsAbility to work in fast-paced, changing environmentEpic experience is a plusHigh School diploma or equivalencyOne year of experience as a Patient Advocate or an equivalency of training and experience combinedConsiderable knowledge of Medicaid programsConsiderable knowledge of the Federal MarketplaceGeneral knowledge of all agency and community programs and services which could affect the client/applicantGood mathematical reasoning and computational skillsAbility to read, analyze, and interpret rules, regulations, and proceduresAbility to communicate with clients/applicants, the public at large, and public officials to obtain data, and to explain and interpret rules, regulations and proceduresAbility to work with others on your team to complete a taskAbility to perform job functions within structured time framesMust have the ability to perform repeated tasks with a high level of accuracyMust have working knowledge of HIPAA, FDCPA, and Red Flag regulationsDifficulty of WorkThe work can include some difficult aspects such as dealing with patients on the phone. A detailed two-week training and then daily guidance is provided. A team leader is seated in the same area as the Patient Advocate to further assist. Judgment in addressing patients is required.ResponsibilityThe incumbent works in a team environment, but takes calls on his or her own. Calls are recorded and randomly checked for training purposes. Errors may be caught, but not immediately. Work is mostly independent in nature. The incumbent makes a substantial impact on patients' lives. For this reason, it is vital to maintain accuracy, empathy, and efficiency when working with the patients.Personal Work RelationshipsThe incumbent must deal with a variety of staff levels, conditions, and circumstances. The incumbent works with colleagues, team leads, supervisors and management staff. A professional demeanor and tone are required at all times.

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