Call Center Patient Advocate

Position Summary

The WellFund Patient Advocate builds working relationships, solves problems, and supports patients through the application process and follow-up. They work as part of a team in a call center environment. A Call Center Patient Advocate exhibits superior customer service skills and provides prompt courteous service to patients.

Essential Duties of the Position

• Handles a high volume of telephone calls
• Maintains patient database
• Maintains daily work queues
• Provides technical assistance on agency issues, services, and programs
• Maintains and/or creates files for record keeping systems
• Sorts, labels, electronically files, and retrieves documents or other materials; including from the HPE overnight process
• Ensures adequate documentation is maintained
• Collects and reviews patient information to determine patients’ eligibility
• Completes Medicaid applications online using the FSSA Benefits Portal
• Prepares documents and reviews them for accuracy and completeness
• Communicates clearly, timely, and positively with patients, coworkers, and clients
• Good communication and interpersonal skills
• Ability to learn quickly and navigate effectively through multiple systems and EMRs.
• Professional attitude and the ability to maintain composure in urgent or confrontational situations
• Effective critical thinking, problem solving, and conversational skills
• Display strong organization and time management skills
• Work independently and must be multi-task oriented
• Team player attitude
• Develops and retains professional relationship with on-site hospital staff
• Maintains confidentiality at all times (i.e. PHI, HIPAA, and HITEC)
• Supports the mission and goals of the company

Responsibilities of the Position

• Exemplifies the Mission, Vision, and Core Values of RevOne Companies in all personal and professional behavior and is a role model to all associates
• Collaborates with manager to identify own learning needs and set goals using available resources to meet these needs and goals
• Maintains working knowledge of departmental and hospital policies and procedures through participation and by reading updates and other provided communication
• Works in collaboration with the Call Center and On-site Patient Advocates, supporting their efforts through teamwork and the acceptance of additional assignments