Job Description

Job Description

Job Description

PATIENT ADVOCATE - Revenue Cycle/Clinic

Full-Time: Monday through Friday

Department: Revenue Cycle/Clinic

Location : Erlanger
Responsible To: Clinic Manager

Position Summary:

The patient advocate serves as an active member of the clinic care team supporting the providers and staff with patient management and administrative tasks. The patient advocate acts as a liaison between patients, their healthcare providers, and insurance companies to ensure that the patients are receiving the best possible healthcare service. The goal of the position is to improve: 1. Access to care 2. Quality of care 3. Patient satisfaction

Position Responsibilities/Standards:

Job Duties

• On site patient relations
• Handles daily clinic deposit and distribution of change envelopes to front desk staff
• Acts as liaison between front desk, physicians and patients.
• Utilizes phreesia to collect balances and verify insurance eligibility
• Assists in verification of patients’ health insurance eligibility and benefits
• Assists patients in understanding their insurance coverage
• Secures payments from self-pay patients for services, counsels self-pay patients on options available if unable to pay such as insurance or other family outreach programs to obtain payment assistance
• Review next day appointments and notify front desk of patients that need to be seen in order to address larger balances.
• Counsel patients on bad debt and facilitate removal of block once debt has been paid.
• Assists patients with FMLA/Disability paperwork and collect fee
• Secures ABN signature and pre-payment for clinic procedures not covered by insurance; Anthem Viscosupplementation, PRP, Regenexx, Tenex and Stem Cell
• Meets with in-office patients to discuss billing questions. Assist patients with reconciling billing statements.
• Prints detailed statements for patients as needed
• Listens to patient complaints and takes appropriate action to resolve them

Job Knowledge/skills/abilities

• Maintains patient confidentiality standards for both medical and financial information.
• Keeps job related skills current through facility and other training programs.
• Participates in any facility compliance program.
• Participates in loss prevention by protecting company assets and maintaining a safe environment.
• Provides all appropriate documentation to third party payors.
• Keeps familiar with and follows billing requirements of local and national PPO’s, HMO’s, government agencies and insurance companies. Knowledge of legal and regulatory government provisions.
• Responds timely to requests for information from all third-party payors.
• Performs all other duties as assigned.

• Completes all documentation to ensure the availability of accurate and up to date information in accordance with established standards.
• Adheres to established facility safety requirements and procedures to ensure a safe working environment. Identifies potentially unsafe situations and notifies supervisor.
• Completes appropriate financial management responsibilities.
• Adheres to facility standards of business conduct.
• Communicates patient information to assure confidentiality (includes proper documentation, discussing patient information with other staff in an appropriate environment and documents patient’s or family’s response to teaching interventions)
• Interacts with all patients, families, visitors and fellow employees in a mature, responsible manner to ensure a positive and professional facility environment (maintains confidentiality, fosters positive and professional environment, diffuses/resolves conflicts through communication, accepts constructive criticism and gives suggestions in a professional manner, considers age specific needs in communication.)
• Effective communication (internally and externally) to ensure proper handling of the patient’s account. Excellent communication skills are required when dealing with the patient or patient’s family
• Ability to review all patient account information in systems and explain to patient in a concise manner

General

• Attend department, clinic or company meetings as required
• Demonstrate sound judgment by taking appropriate actions regarding questionable findings or concerns
• Consistently work in a positive and cooperative manner with fellow staff members.
• Consistently demonstrate ability to respond to changing situations in a flexible manner in order to meet current needs, such as reprioritizing work as necessary.
• Attend required annual in-service programs.
• Demonstrate knowledge and understanding of all company policies and procedures. Adheres to established facility safety requirements and procedures to ensure a safe working environment. Identifies potentially unsafe situations and notifies supervisor.

Education/Experience Required:

• High school diploma or equivalent. Bachelor degree preferred or Associates degree and equivalent experience
• Minimum 2 years of medical office financial counseling and collections experience
• Must be self-directed and able to work with minimal direction.
• Must be detail oriented with good organization skills and able to maintain accuracy while meeting daily deadlines.
• Good interpersonal skills.
• Good personal credit report.
• Ability to organize time well.
• Effective communication skills, both oral and written.
• Good telephone communication skills.
• Able to work well with numbers (mathematically)
• Effective positive interpersonal and customer relation skills via telephone and face-to-face interaction are required.

Physical Requirements:

Physical requirements for the position include the ability to frequently hear and communicate orally, see up close and at a distance, read and comprehend, stand, sit, walk, reach, handle, and/or feel objects. Maximum unassisted lift = 25 lbs. Average lift less than 10 lbs.

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