Job Description

Patient Financial Health Advocate

Job Details

Description

Qualifications:

Job Specific Core Competencies:

• Interacts with patients in a warm, friendly and professional manner
• Schedule, reschedule and confirm patient appointments using the EMR
• Verify insurance coverage, collect co-pays and process payments accurately
• Accurately register new patients and update existing patient information
• Ensure all necessary forms are completed and scanned into the EMR system
• Respond to patient inquiries, resolve issues or escalate to the manager, if appropriate
• Maintain a clean, organized and welcoming reception area
• Manage incoming faxes, mail and secure messaging communications
• Communicate effectively with providers, and all staff to support patient care
• Maintain confidentiality in accordance with HIPAA and practice policies
• Perform other administrative duties as assigned
• Serve as a preceptor for onboarding new Medical Receptionist staff
• Provide hands-on training in front office procedures, workflows and customer service standards
• Develop or assist in updating training resources and materials
• Offer constructive feedback to new hires and communicate progress to management
• Support a positive and collaborative training environment
• Acts as a point of contact for EMR-related front office questions
• Assist with EMR training for new hires and ongoing education for staff regarding front office operations
• Report issues and track resolutions
• Stay current on system updates and workflow changes and help implement best practices
• Collaborate with leadership to optimize EMR use for front office operations

Prerequisite Skills:

• Clear and professional verbal and written communication skills
• Strong patient rapport and ability to manage sensitive interactions
• Demonstrates knowledge of medical terminology
• Competence with general office equipment (telephones, faxes scanners, etc.)
• HIPAA compliance and understanding of patient privacy laws
• Collaborative mindset with ability to foster a positive team environment
• Working knowledge of EMR, excel/word, email, billing software, etc.
• Demonstrates the knowledge of current resources and programs to assist the patient's needs for financial resources
• Comfort in working with diverse patient populations
• Demonstrates the ability to review accounts and assist patients with payment plans or financial assistance applications
• Ability to prioritize tasks in a faced-paced environment
• Ability to clearly explain workflows and policies to others
• Strong problem-solving and troubleshooting skills
• Quick to adopt new technologies and guide others in their use
• Skilled at explaining workflows, giving feedback and supporting peer development
• Able to collaborate with management on workflow improvements and training strategy

Essential Functions and Responsibilities:

The following list describes the essential duties of this role. Individuals in this role may perform additional, related duties not listed here.

• Use EMR proficiently manage schedule, reschedule, cancel and confirm patient appointments.
• Interacts with patients in a warm, professional and respectful manner.
• Enter data into systems accurately, completely, and timely
• Verify insurance eligibility and coverage.
• Review patient accounts and assist with resolving balance inquiries or billing concerns.
• Transfer phone calls appropriately, using a warm hand-off approach and respond to voicemail and email messages promptly.
• Follow established protocols to prioritize and manage multiple tasks in a fast-paced environment.
• Support a collaborative learning environment that promotes team development and continuous improvement.
• Maintains full compliance with HIPAA and practice confidentiality policies.
• Participates in required departmental meetings, staff training and continuing education.

Competencies:

Demonstrates the following competencies:

Attitude/Customer Competencies:

• Caring, compassionate, and approachable in all customer interaction
• Privacy respects customers' right to privacy and modesty
• Confidentiality maintains customers' confidentiality
• Telephone etiquette speaks professionally and clearly over the phone
• Appearance takes personal ownership in appearance and that of work environment
• Initiative takes necessary action to solve problems and enhance patient experience
• Providing Direction and Customer Acknowledgment provides personalized attention by being courteous, friendly, and helpful when responding to customers' needs
• Timely service recognizes the value of the customers' time and provides prompt service
• Customer information/education provide information in a clear, compassionate manner to ease patient anxiety and foster a supportive, inclusive, caring environment
• Professional relationships maintain and convey relevant information to other members of the healthcare team within facility and any applicable referral agencies

Relationship Competencies/Work Group Competencies:

• Demonstrates advocacy, respect and truth telling
• Demonstrates accountability for own actions
• Demonstrates ability to respectfully address interpersonal conflicts
• Takes initiative to help others
• Demonstrates a learning attitude toward solving problems
• Demonstrates openness to change and new learning
• Reports to work on time and has regular attendance
• Adheres to practice defined dress code
• Attends Staff meetings, in-services, and continuing education
• Accept assignments based on workload, priorities, and the qualifications and competencies of self and of other staff members

Ethical Decision-Making:

• Respects the needs, expectations and rights of all individuals
• Advocates the rights of all to a safe environment
• Uses sensitivity to interact with patients and families with a variety of developmental and socio-cultural backgrounds to guide decision-making

Performance Improvement:

• Identifies work processes and strives to reduce cost and increase satisfaction
• Identifies customers and demonstrates understanding of customers' expectations
• Actively works to increase satisfaction of all
• Monitors customers' satisfaction
• Takes active role in department process improvement efforts; demonstrates understanding of outcomes
• Demonstrates an understanding of responsibilities
• Demonstrates diagnostic thinking/reasoning
• Utilizes feedback from peers, supervisor, customers to drive performance and behaviors
• Prioritizes workplace safety

Certification/License:

• None required

Licensure/Credential Requirements:

• High school diploma or general equivalency diploma (GED).

Additional Education and Experience Requirements: Mandatory Annual Continuing Education: Customer Service, Fire and Safety, Confidentiality-HIPAA, Infection Control, Corporate Compliance. Annual Unit Specific Competencies, and all education required by regulatory, accreditation bodies and/or Hancock Health.

• Knowledge of medical office practices and procedures.
• Knowledge and experience with office equipment, multifunction copiers and phone systems.
• Customer service experience and ability to work in a fast-paced high stress environment.
• Excellent communication skills, spelling, and grammar.
• Attention to detail.
• Good keyboarding skills.
• Prefer two plus years of experience in a healthcare setting.

Work Conditions:

• Lift and carry up to 40 pounds or greater lbs. at waist level for distances up to 30 ft. occasionally.
• Standing, walking, bending, grasping, pushing, pulling, squatting, kneeling, up

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