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Patient Support Specialist

2 months ago

Greenwood, Indiana, United States RevOne Companies Full time

Job Type

Full-time

Position Overview

The Patient Advocate at RevOne Companies is responsible for establishing effective relationships, resolving issues, and guiding patients through the application process and subsequent follow-ups. This role is integral to a collaborative team within a call center setting, where exceptional customer service is paramount.

Key Responsibilities

  • Manage a significant volume of incoming calls
  • Update and maintain patient records
  • Organize daily work tasks efficiently
  • Provide assistance regarding agency-related inquiries, services, and programs
  • Maintain and create documentation for record-keeping purposes
  • Sort, label, and electronically file documents, including those from the HPE overnight process
  • Ensure thorough documentation practices are upheld
  • Collect and evaluate patient data to assess eligibility
  • Complete Medicaid applications through the FSSA Benefits Portal
  • Prepare and verify documents for accuracy and completeness
  • Communicate effectively and positively with patients, colleagues, and stakeholders
  • Exhibit strong communication and interpersonal skills
  • Demonstrate the ability to learn quickly and navigate various systems and electronic medical records (EMRs)
  • Maintain professionalism and composure in high-pressure or challenging situations
  • Utilize critical thinking and problem-solving skills effectively
  • Showcase strong organizational and time management abilities
  • Work autonomously while being oriented towards multitasking
  • Foster a collaborative team environment
  • Build and sustain professional relationships with hospital staff
  • Uphold confidentiality standards at all times (i.e., PHI, HIPAA, and HITEC)
  • Support the overarching mission and objectives of RevOne Companies
Essential Functions
  • Embody the Mission, Vision, and Core Values of RevOne Companies in all professional interactions
  • Work with management to identify personal development needs and set achievable goals
  • Stay informed about departmental and hospital policies through active participation and communication
  • Collaborate with Call Center and On-site Patient Advocates to enhance teamwork and support
Qualifications
  • Proficient in computer skills
  • Ability to learn and navigate multiple databases and EMRs
  • Capable of multitasking (handling calls, searching databases, and typing simultaneously)
  • Excellent verbal and written communication abilities
  • Aptitude for working in a dynamic, fast-paced environment
  • Experience with Epic systems is advantageous
  • High School diploma or equivalent required
  • Minimum one year of experience as a Patient Advocate or equivalent training
  • Strong understanding of Medicaid programs
  • Familiarity with the Federal Marketplace
  • General knowledge of agency and community services affecting clients/applicants
  • Good mathematical reasoning and computational skills
  • Ability to read, analyze, and interpret regulations and procedures
  • Effective communication with clients, the public, and officials to gather data and explain rules
  • Collaborative team player with the ability to complete tasks efficiently
  • Capability to perform tasks within designated timeframes
  • High level of accuracy in repeated tasks
  • Working knowledge of HIPAA, FDCPA, and Red Flag regulations
Work Environment

This role may involve challenging interactions with patients over the phone. Comprehensive training is provided, along with ongoing support from a team leader situated in close proximity. Sound judgment is essential when addressing patient concerns.

Impact of Role

While working independently, the Patient Advocate plays a crucial role in enhancing patients' lives. Therefore, maintaining accuracy, empathy, and efficiency in all interactions is of utmost importance.