Call Center Patient Advocate

Job Description

Job Description

Description : Position Summary

The WellFund Patient Advocate builds working relationships, solves problems, and supports patients through the application process and follow-up. They work as part of a team in a call center environment. A Call Center Patient Advocate exhibits superior customer service skills and provides prompt courteous service to patients.

Essential Duties of the Position

• Handles a high volume of telephone calls
• Maintains patient database
• Maintains daily work queues
• Provides technical assistance on agency issues, services, and programs
• Maintains and / or creates files for record keeping systems
• Sorts, labels, electronically files, and retrieves documents or other materials; including from the HPE overnight process
• Ensures adequate documentation is maintained
• Collects and reviews patient information to determine patients’ eligibility
• Completes Medicaid applications online using the FSSA Benefits Portal
• Prepares documents and reviews them for accuracy and completeness
• Communicates clearly, timely, and positively with patients, coworkers, and clients
• Good communication and interpersonal skills
• Ability to learn quickly and navigate effectively through multiple systems and EMRs.
• Professional attitude and the ability to maintain composure in urgent or confrontational situations
• Effective critical thinking, problem solving, and conversational skills
• Display strong organization and time management skills
• Work independently and must be multi-task oriented
• Team player attitude
• Develops and retains professional relationship with on-site hospital staff
• Maintains confidentiality at all times (i.e. PHI, HIPAA, and HITEC)
• Supports the mission and goals of the company

Responsibilities of the Position

Requirements :

Difficulty of Work

The work can include some difficult aspects such as dealing with patients on the phone. A detailed two-week training and then daily guidance is provided. A team leader is seated in the same area as the Patient Advocate to further assist. Judgment in addressing patients is required.

Responsibility

The incumbent works in a team environment, but takes calls on his or her own. Calls are recorded and randomly checked for training purposes. Errors may be caught, but not immediately. Work is mostly independent in nature. The incumbent makes a substantial impact on patients’ lives. For this reason, it is vital to maintain accuracy, empathy, and efficiency when working with the patients.

Personal Work Relationships

The incumbent must deal with a variety of staff levels, conditions, and circumstances. The incumbent works with colleagues, team leads, supervisors and management staff. A professional demeanor and tone are required at all times.