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.
• 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.
• Associate degree or equivalent experience preferred.
• Service industry experience preferred.
• Healthcare experience preferred.
• Knowledge of Current Procedural Terminology (CPT).
• Knowledge of Internal Classification of Diseases (ICD).
• Knowledge of Medical Terminology.
• Knowledge of EMR/EHR systems.
• Knowledge of HIPAA.
• Knowledge of current regulatory guidelines and requirements.
• Organizational skills.
• Verbal communication skills.
• Written communication skills.
• Detail oriented.
• Analytical and problem-solving skills.
• Proficiency with office software applications.
• Customer-service oriented.
• Data entry skills.
• Cycle management skills.
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