Call Center Patient Advocate

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

• Exemplifies the Mission, Vision, and Core Values of RevOne Companies in all personal and professional behavior and is a role model to all associates
• Collaborates with manager to identify own learning needs and set goals using available resources to meet these needs and goals
• Maintains working knowledge of departmental and hospital policies and procedures through participation and by reading updates and other provided communication
• Works in collaboration with the Call Center and On-site Patient Advocates, supporting their efforts through teamwork and the acceptance of additional assignments

• Computer proficiency skills are required
• Ability to learn multiple databases and EMRs
• Ability to multi-task (speaking on the phone, searching databases, and typing)
• Excellent verbal and written communication skills
• Ability to work in fast-paced, changing environment
• Epic experience is a plus
• High School diploma or equivalency
• One year of experience as a Patient Advocate or an equivalency of training and experience combined
• Considerable knowledge of Medicaid programs
• Considerable knowledge of the Federal Marketplace
• General knowledge of all agency and community programs and services which could affect the client/applicant
• Good mathematical reasoning and computational skills
• Ability to read, analyze, and interpret rules, regulations, and procedures
• Ability to communicate with clients/applicants, the public at large, and public officials to obtain data, and to explain and interpret rules, regulations and procedures
• Ability to work with others on your team to complete a task
• Ability to perform job functions within structured time frames
• Must have the ability to perform repeated tasks with a high level of accuracy
• Must have working knowledge of HIPAA, FDCPA, and Red Flag regulations

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.