Patient Advocate I - Remote

Overview The Patient Advocate I – RCM promotes favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries. At this time, US Anesthesia Partners does not hire candidates residing in California, Hawaii, or Alaska. The base pay estimate for this role is $15.00 - $23.99 hourly. The final offer will depend on the skills, experience, and qualifications of the selected candidate. This range is for base pay only and does not include bonuses or other compensation. This position is eligible for a quarterly bonus. Bonuses are not guaranteed and are awarded based on company and individual performance. Job Highlights ESSENTIAL DUTIES AND RESPONSIBILITIES : ( The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation) Answers incoming patient, insurance company, physician office, and facility telephone calls. Receives and responds to all inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities. Records all customer contacts, including resolution or forwarding actions taken to refer questions to the proper party. Whenever possible, directly resolves questions so that the patient receives prompt satisfaction. Responds promptly to all written inquiries or notifies the patient if there will be a delay in obtaining a final resolution to the problem. Explains the account situation accurately and in simple language so that the patient can understand the explanation and how it applies to the question. Works assigned tasks in a timely manner. Attends in-service training to improve skills and keep abreast of changes in contracts and procedures. Identifies and communicates complaint patterns to the management team. Maintains strictest confidentiality. Documents all actions in the system’s notes. Demonstrates a positive attitude and serves others with personal service 100% of the time. Uses the phone in a responsible, courteous, and professional manner, keeping personal phone calls to a minimum. Meets customer satisfaction standards set forth by management. Meets productivity/performance standards set forth by management. Adheres to all company policies and procedures. Performs other duties as assigned. Qualifications KNOWLEDGE/SKILLS/ABILITIES (KSAs): High school graduate or equivalent required. Associate’s degree in health or business administration, or a related field of study is preferred. Equivalent combination of education and experience will be considered. Experience in a health care organization is preferred. Minimum of 1 year of customer service or billing collections experience preferred. Bilingual in English and Spanish preferred. Excellent verbal and written English language skills to answer customer concerns in simple, common language. Proficient math skills (i.e. calculation charges, payments, and adjustments). Knowledge of insurance processing, guidelines, and general laws related to all payers. Must be able to establish proficiency using the IDX practice management system. Excellent customer service skills. Ability to multi-task effectively. Data entry skills. Basic knowledge of CPT, ICD-9, and ASA codes. Sound problem solving skills and the ability to make decisions. Strong analytical skills. Must have a pleasant disposition and high tolerance level. Must display a positive “teamwork” attitude and strong interpersonal skills. Ability to work effectively and independently with limited supervision. Ability to maintain confidentiality. Willingness and ability to follow direction and/or company policy as directed by management. *The physical demands described here are representative of those that may need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential

职位概述：患者权益倡导专员I – RCM通过及时、准确且礼貌地解决电话和书面询问，促进公司与患者、医疗服务提供者和付款方之间的良好关系。目前，US Anesthesia Partners不雇用居住在加利福尼亚州、夏威夷州或阿拉斯加州的候选人。该职位的基本薪资估计为每小时15.00至23.99美元。最终录用待遇将取决于入选候选人的技能、经验和资质。该薪资范围仅适用于基本工资，不包括奖金或其他报酬。该职位有资格获得季度奖金。奖金不保证发放，依据公司和个人绩效授予。

职位亮点

基本职责和责任：（理想候选人必须能够在有无合理便利的情况下完成该职位的所有体力要求）

接听患者、保险公司、医生办公室和医疗机构的来电。接收并回应可能与运营各阶段相关的所有询问和投诉，包括账单、索赔、索赔拒付、付款和催收活动。记录所有客户联系情况，包括为解决或转交问题而采取的措施，以便将问题转交给适当方。尽可能直接解决问题，使患者能够及时获得满意答复。及时回复所有书面询问，或通知患者最终解决问题是否会有延迟。以简单明了的语言准确解释账户情况，使患者能够理解解释内容及其与问题的关联。及时完成分配的任务。参加在职培训以提高技能，并及时了解合同和程序的变化。识别并向管理团队传达投诉模式。保持最严格的保密性。在系统备注中记录所有操作。展现积极态度，并始终100%以个人化服务服务他人。以负责任、礼貌和专业的方式使用电话，将私人电话保持在最低限度。达到管理层设定的客户满意度标准。达到管理层设定的生产力/绩效标准。遵守所有公司政策和程序。执行分配的其他职责。

资格

知识/技能/能力（KSAs）：

要求高中毕业或同等学历。优先考虑拥有健康或工商管理或相关研究领域副学士学位的候选人。教育背景和经验的对等组合将被考虑。优先考虑有医疗机构工作经验者。优先考虑至少1年客户服务或账单催收经验。优先考虑英语和西班牙语双语者。具备优秀的英语口头和书面语言能力，能够用简单、通俗的语言回答客户关切。熟练的数学技能（即计算费用、付款和调整）。了解保险处理、指南以及与所有付款方相关的一般法律。必须能够熟练使用IDX实践管理系统。优秀的客户服务技能。能够有效处理多项任务。数据录入技能。具备CPT、ICD-9和ASA代码的基本知识。良好的问题解决能力和决策能力。较强的分析能力。必须性格亲切且具有较高的容忍度。必须展现积极的“团队合作”态度和较强的人际交往能力。能够在有限监督下有效且独立地工作。能够保持保密性。愿意并能够遵循管理层指示的方向和/或公司政策。

*此处描述的体力要求代表员工成功履行该职位基本职能可能需要满足的要求。可为残疾人士提供合理便利，以使其能够履行基本职能。

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