Patient Advocate

About the Role

As a Patient Advocate, you'll be part of a dynamic team dedicated to revolutionizing the healthcare landscape. Your day-to-day tasks will involve managing a high volume of patient interactions, resolving billing disputes, and collaborating with healthcare providers to ensure efficient and effective solutions. With a strong focus on patient satisfaction, you'll be expected to consistently deliver exceptional service, empathy, and understanding.

In this role, you'll have the opportunity to work with cutting-edge technology, including electronic medical record systems and data analytics tools. Your ability to toggle between multiple systems, think critically, and solve complex problems will be essential in driving successful outcomes.

What You Will Do

• Manage an average of 60-80 incoming and outgoing patient calls regarding medical bills
• Utilize the Cedar platform to handle patient questions via inbound chats, phone calls, and perform appropriate outbound call campaigns
• 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
• Provide exceptional customer service, ensuring patient satisfaction and loyalty
• Collaborate with healthcare providers to resolve billing disputes and issues
• Stay up-to-date with industry developments, best practices, and regulatory requirements
• Participate in ongoing training and professional development to enhance skills and knowledge

What We Are Looking For

• 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, 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

Nice to Have

• Experience with data analysis and visualization tools
• Knowledge of healthcare regulations and compliance
• Certification in medical billing or a related field
• Familiarity with patient advocacy principles and practices

Benefits and Perks

• Competitive hourly rate
• Opportunity to work with a leading healthcare financial platform
• Unlimited PTO for vacation, sick, and mental health days
• 16 weeks paid parental leave with health benefits
• Diversity initiatives and employee resource groups
• Competitive pay, equity, and health benefits
• 401(k) matching program
• Flexible work arrangements, including remote work options
• Ongoing training and professional development opportunities
• Access to cutting-edge technology and tools

• Ensure you have a quiet, dedicated workspace for remote work, with minimal distractions and interruptions.
• Develop a strong understanding of medical billing and insurance terminology to effectively communicate with patients and healthcare providers.
• Be prepared to provide specific examples of your customer service experience and how you've handled complex patient interactions.
• Highlight your ability to work in a fast-paced environment, prioritizing tasks and managing multiple patient cases simultaneously.
• Consider creating a portfolio or examples of your work in medical billing or patient advocacy to demonstrate your skills and expertise.
• When negotiating salary, be sure to research industry standards and consider factors like location, experience, and education.
• Be cautious of companies with unclear or unrealistic expectations, and prioritize those that demonstrate a clear commitment to patient-centered care and employee well-being.