Patient Advocate- Customer Service- Bolingbrook

Basic Summary of Position:

The qualified candidate will be an energetic, friendly person, ready to work in a fast-paced, rapidly changing environment. This individual is responsible for receiving all incoming calls to the Patient Advocate team. The position requires the ability to accurately assess and problem solve caller needs to fully resolve the caller needs and create a positive experience for the caller. Strong customer service skills, ability to multi-task with strong computer skills are necessary with good critical thinking and problem solving abilities.

Essential Functions:

1.Answers calls, voice mail and correspondence within department standards for information or account resolution in a friendly and upbeat manner.

2.Communicates effectively with Front Office Coordinators and Clinic Directors to assist in resolving patient questions and concerns about statements and charges.

3.Reviews patient statements, patient account details, and Insurance Explanation of Benefits (EOB's) in order to answer patient questions and resolve their issues.

4.Reviews and determines accuracy of insurance and billing data and corrects or initiates corrections as errors are identified.

5.Sets up payment plans and financial assistance plans and needed and according to defined policies and procedures.

6. Processes patient payments in the payment posting application.

7.Enters or updates notes on accounts as they are worked in the billing system.

8.Appropriately escalates requests for medical records.

9.Upholds the highest level of customer service, while handling a large number of inbound calls.

10.Is a team player, a self-starter and has a strong work ethic. Works well independently or as part of a team.

11.Appropriately identifies calls that should be escalated in order to successfully resolve a patient's concerns.

12.Works with patient account specialists on Workers Comp, auto PI and Balance Inquiry issues.

13.Complies with ATI standards of operations

14.Adheres to the Core Values of the Company

Non-Essential Functions:

1.Utilize proper response letters on computer for various incoming correspondence.

2.Perform other duties as assigned by management

Supervisory Responsibilities:

No direct reports

Knowledge, Skills and Abilities:

Basic Requirements:

Education:

High School Diploma or Equivalent

Prefer college degree in healthcare related field

AND

Experience:

• At least 1 year of experience in a customer service role.

• OR

• At least 1 year of experience in a customer service role with a firm knowledge of healthcare

insurance.

Current License or Certification:

None

Skills and Abilities:

• Computer literate with good keyboarding skills:

• Action oriented;

• Empathetic

• Critical Thinking:

• Integrity and trust;

• Priority setting;

• Problem solving;

• The ability to organize and manage competing priorities;

• Strong customer focus

• Excellent interpersonal and communication (both oral and written) skills;

• Friendly and upbeat

• Strong team player; and

• Commitment to company values.

Working Conditions:

Travel Required:None

Hours Required:Hourly position up to 40 hours a week; overtime as approved by management

ATI is an Affirmative Action/Equal Opportunity Employer. We welcome job applications from qualified individuals without regard to race, color, religion, sex, national origin, age, disability, ancestry, family care status, veteran status, marital status, sexual orientation or any other lawfully protected status. Minorities, women, disabled persons, and veterans are encouraged to apply. It is the policy of ATI, as an equal opportunity employer, to attract and retain the best qualified individuals available, without regard to race/ethnicity, color, religion, national origin, gender, sexual orientation, age, disability or veteran status. Rev Cycle PT Advocate


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