Patient Advocate (Call Center)

The Role

The Patient Advocate position serves as the liaison between the patient and healthcare provider supporting our patients through the following channels: live chat, phone, and email communications. In addition, patient advocates act as account managers to holistically manage the medical billing process and anticipate potential billing issues. We believe that all patients deserve to have a pleasant and efficient healthcare billing experience.

Responsibilities

• Manage on average 60-80 incoming and outgoing patient calls daily regarding medical bills
• Utilize the Cedar platform to handle all patient questions via inbound chats, phone calls and perform appropriate outbound call campaign
• Run and follow through on escalations to the healthcare provider
• Lead the payment posting process and follow up on defaulted payments
• Appropriately follow up with insurance and other third parties
• Meet assigned team and individual metrics related to satisfaction and collections performance

Skills and Experience

• 2-3 years of customer service experience via phone or call center
• 1-2 years of medical billing, insurance or related healthcare experience
• Experience navigating electronic medical record systems (preferably Athena (Centricity Business), eClinicalWorks, Medik, CareVoyant, Nextgen, and Epic)
• Proficiency in Google Suite
• Ability to toggle between multiple systems and efficient typing skills
• Excellent verbal and written communication skills
• Self motivated individual with exceptional attention to detail
• Ability to show empathy and passion for outstanding customer service
• Excellent problem solving and critical thinking skills
• Open to ambiguity and ever changing environment
• We’re looking for someone willing to be flexible with their schedule from time to time
• This is a fully remote position, and as a result will require access to a nice private space.

Compensation Range and Benefits:

• Hourly Rate: $19.47*
• This role offers a competitive benefits and wellness package

*Subject to location, experience, and education

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