Patient Financial Advocate

Description

As a Patient Financial Advocate, you will serve as a crucial link between Athena Care and our patients by effectively communicating the value of our services and facilitating enrollments. You will educate potential and existing patients about their healthcare financial options, including their out-of-pocket expenses and available payment plans. Through clear and empathetic communication, you will build trust, create positive experiences, and guide patients in making informed decisions that align with their financial needs. You will leverage persuasive communication, dynamic interpersonal skills, and a metrics-driven approach to achieve outreach goals and enrollments.

Key Responsibilities:

• Patient Communication & Enrollment:
  • Serve as the primary point of contact for prospective and existing patients, providing them with detailed information about Athena Care’s services and their associated costs.
  • Guide patients through the process of understanding their out-of-pocket expenses, financial options, and payment plans available to them.
  • Facilitate patient enrollment into the Athena Care program, ensuring that the process is smooth, informative, and efficient.
  • Utilize persuasive language and effective engagement techniques to encourage patients to choose Athena Care as the best financial option for their healthcare needs.
  • Educate patients about the benefits of their current healthcare plans, and when appropriate, suggest cost-effective alternatives that highlight Athena Care’s advantages.
• Relationship Building:
  • Connect authentically with patients and their families, establishing trust and rapport in a non-judgmental, respectful, and empathetic manner.
  • Demonstrate strong emotional intelligence and an understanding of diverse patient backgrounds and needs.
  • Provide support and reassurance to patients, addressing any financial concerns or questions with clarity and professionalism.
• Outreach:
  • Conduct high-volume outbound calls to both prospective and current patients, following a structured outreach strategy.
  • Take a creative approach to outreach by exploring innovative ways to engage patients and offer personalized financial assistance.
  • Maintain a strong focus on meeting or exceeding established goals for enrollments and outreach.
  • Track and report on outreach metrics, patient interactions, and conversion rates to ensure that targets are met.
• Compliance & Documentation:
  • Adhere to all organizational procedures, workflows, and scripts while engaging with patients, ensuring HIPAA compliance and confidentiality of patient information.
  • Ensure accurate communication regarding patient eligibility for Athena Care services, as well as any pertinent details related to their healthcare plans.
  • Maintain thorough and up-to-date records of patient interactions, enrollments, and follow-up actions in our system.

Requirements

Qualifications:

• Proven experience in sales, customer service, or a similar role that requires persuasive communication and relationship-building skills.
• Strong understanding of healthcare financial services, billing practices, or medical insurance plans is preferred.
• Excellent verbal and written communication skills, with the ability to speak clearly and persuasively.
• Dynamic interpersonal skills with the ability to connect with a wide range of individuals in various healthcare and financial situations.
• Metrics-driven and goal-oriented, with a strong desire to achieve results.
• Comfortable with high-volume outbound calls and a proactive approach to outreach.
• Ability to follow scripts, procedures, and workflows while ensuring patient satisfaction.
• Strong attention to detail, organizational skills, and the ability to handle multiple tasks in a fast-paced environment.
• Familiarity with HIPAA regulations and maintaining patient confidentiality is essential.

Additional Skills & Attributes:

• Empathy and compassion for patients and their families.
• Ability to handle sensitive financial discussions with tact and professionalism.
• Persuasive and confident with a focus on educating and supporting the patient’s decision-making process.
• Self-motivated, reliable, and able to work independently or within a team environment.

Work Environment:

• Fast-paced, patient-focused office setting with a focus on achieving high outreach goals.
• Comfortable with working in a high-volume call environment.