The Patient Services Advocate functions in a patient communication role. Facilitates patient access to care throughout the registration, scheduling, and communicative processes. This role sets the tone for the entire patient experience by greeting patients and visitors and directing them accordingly, as well as all other patient access responsibilities. Appropriate and courteous facilitation of the patient care process to ensure delivery of an exceptional patient experience. Advocates and meets the needs of all patients and prioritizes the patient experience in response to a wide range of duties including but not limited to registration and pre-registration, adherence to financial and cash control policies, and building and maintaining collaborative relationships with internal and external clients, leading to unmatched services.
Responsibilities
• Ensures that patient demographic, insurance information, verification and eligibility have been established and accurately documented.
• Verifies pre-certifications and facilitates any required changes
• Coordinates rescheduling in the event that prior-authorization is not obtained the day before scheduled treatment or diagnostics
• Obtains financial clearance.
• Collects deductibles, co-pays, and other fees associated with services provided, and/or facilitates referral to financial counseling.
• Advanced Patient Liability Collection Performance and high achievement in productivity
• Documents and communicates with clinical staff, physicians, administrators, and patients regarding insurance problems and/or discrepancies, and verifies all insurance information accurately.
• Answers phones in a timely and professional manner and directs calls accordingly.
• Welcome patients and their families and assist with the registration process.
• Initiates and prepares correspondence as needed.
• Ensures that the patient information is collected and that patients are aware of their rights to make decisions regarding their healthcare, conditions of admission, patient rights and financial responsibilities, hospital policies and procedures.
• Adhere to infection control/ safety guidelines as well as patient confidentiality policies through HIPAA compliance.
• Facilitates exceptional Patient Experience.
• May perform other related duties as assigned.
Education
Associate degree or equivalent experience preferred.
Minimum Work Experience
Service industry experience and healthcare experience is preferred.
Required Skills, Knowledge, and Abilities
Knowledge: Current Procedural Terminology (CPT), Internal Classification of Diseases (ICD), Medical Terminology, EMR/ HER, HIPAA Current Regulatory Guidelines and Requirements.
Skills: Organizational, Verbal and Written Communication, Detail Oriented, Analytical and Problem Solving, Office Software Applications. Customer-Service Oriented, Data Entry, Cycle Management