Patient Advocate FT

Patient Advocate

The patient advocate is responsible for providing excellent customer service and patient support to all incoming and outgoing patient calls. The main focus is to follow up with patients after their visit to Exceptional Healthcare facilities. Outgoing follow up calls are to ensure that the experience with the facility was positive and pleasant. The calls will also discuss and inform the patient of the Explanation of Benefits they will receive. The patient advocate must be familiar with EOB's in order to assist all patients with questions and concerns.

Essential duties and responsibilities include the following:

• Ensure delivery of excellent customer service through communication and coordinating with team and billing departments to resolve issues.
• Conducting outgoing follow up calls to patients in effort to ensure their visit with the facility was a pleasant and positive one.
• Informing the patient of the Explanation of Benefits they will receive and explaining the billing process to clear up any questions or concerns.
• Responsible for hearing, recording and typing all complaints and submitting them to the complaint sheet.
• Report or escalate complaints or patient concerns when needed to facility director.
• Performing outgoing follow up calls daily to ensure all patient calls are current for assigned facilities.
• Submitting a daily call report to the patient advocate supervisor.

The Patient Advocate position has no supervisory responsibilities. The position is full-time. Days and hours of work are determined and communicated by the department manager. The work environment is typically loud. The physical demands include talking or hearing, ascending or descending ladders, stairs, scaffolding, ramps, poles, etc., remaining stationary often standing or sitting for prolonged periods, using hands to finger, handle, or feel; and reach with hands and arms. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. No travel is expected for this position.