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Requester Patient Advocate

1 month ago

Nashville, United States MRO Full time

The Requester Advocate will report to the Senior Account Service Analyst with the primary responsibility of managing incoming calls from customers and clients, listening to callers' needs, and providing information and solutions to questions and concerns.

Primary Responsibilities:

  • Receive and manage high volumes of calls from customers and clients.
  • Manages customer/client concerns and questions regarding the status of requests,
    invoice/fee issues, request remediation, etc. Ensures that calls are answered promptly
    and courteously within prescribed standards and metrics.
  • Maintains and ensures positive relationships with clients (hospitals) and ROI requestors
    (attorneys, insurance companies, state disability offices, record copy services, peer
    organizations, doctor's offices, and others).
  • Utilize communication guides when handling specific topics.
  • Understand MediCopy workflows, processes, and policies, and be able to effectively
    communicate these to callers in an easy to comprehend manner.
  • Accurately log all actions and details regarding calls within the MediCopy CarePortal in
    accordance with MediCopy policies.
  • Maintains a positive/professional relationship between MediCopy and customer/client.
  • Effectively work across department lines to manage difficult and complex problems
    related to callers' questions/concerns, and transfer and/or escalate as needed.
  • Provides backup support to other groups in the Account Services department, and
    performs other general administrative duties.
  • Meet qualitative and quantitative targets set for the department.
  • Directly reports to the Director of Operations.


Skills/Qualifications:
•Exceptional communication and customer service skills.
•Knowledge in HIPAA and other regulatory requirements regarding ROI (Release of
Information)
•Ability to define problems, collect data, establish facts and draw conclusions.
•Demonstrate a positive attitude, and be able to interact well with customers and other
team members.
•Confidentiality and discretion is required.
•Sound understanding of computer systems, networks, phone systems, etc.
•Ability to work effectively individually and/or part of a team.
•Ability to work across departmental lines.
•Ability to effectively present information and respond to questions from the Director of
Accounting.
•Ability to perform multifaceted projects in conjunction with day-to-day activities.