Mental Health Customer Service Representative (Remote)

Patient Advocate

The Patient Advocate will be on the front lines and will act as the face of the organization for our customers including clinics, physicians, medical staff, and patients. The Patient Advocate will handle a variety of complex inbound and outbound inquiries to assist and empathize with our customers.

Responsible for coordinating testing services for patients by:

1. Reviewing test request forms and additional documentation submitted with a patient specimen to ensure accurate and timely testing.
2. Working with healthcare providers to complete the required documentation and sample submission.
3. Confirming insurance eligibility and benefit levels.
4. Communicating with patients to explain insurance coverage benefits and test information including process and turnaround time.
5. Employee will be on the phone approximately 60-80% of the time.
6. Independently manage assigned work and meet production and quality metrics.
7. Be the hub across all departments: work with the technology, revenue cycle, field sales, and lab teams on prompt handling of orders and billing processes.
8. Identify issues and trends and collaborate with your team and leadership to develop best practices to ensure we are providing the best service and experience to all customers.
9. Participate in the Quality Assurance plan.
10. Comply with applicable CLIA and HIPAA regulations.

Qualifications

1. High School diploma or equivalent required with at least 1 year of relevant experience, or associate or bachelor's degree.
2. Fluent in Spanish is preferred/encouraged.
3. Excellent interpersonal and communication skills.
4. Preference given to higher net typing speed applicants.
5. Excellent listening, transcribing, and self-review skills.
6. PC experience, including familiarity with Excel, Word, Internet, and e-mail.
7. Able to manage several tasks simultaneously, often under pressure.
8. Excellent organizational and task management skills and professional judgment.
9. Enjoys problem solving and identifying patterns.
10. Hardworking individual who loves working on a team and supporting others.

Physical Requirements

Lifting Requirements – sedentary work or exerting up to 10 pounds of force occasionally. Physical Requirements – stationary positioning, moving, operating, ascending/descending, communicating, observing, pushing or pulling, and reaching. Use of equipment and tools necessary to perform essential job functions.