The patient advocate is a lead role in revenue management that helps guide the patient through the healthcare system, focusing on accurately and compassionately explaining to the patient their financial obligations, as well as working to overcome obstacles and barriers presented to the patient. The advocate works enterprise wide educating patients; responding to patient and/or patient family complaints; resolving a variety of patient issues; and reports unresolved issues to leadership.
- Associate’s Degree in business, healthcare, or related area. High School Diploma or equivalent and two (2) years of directly related work experience may also substitute for the Associate’s degree (in addition to the requirements listed in the Experience section).
- Strong written and verbal communication skills. Strong computer skills.
- Thorough knowledge of multi-specialty ICD-9, ICD-10, and CPT coding.
- Five (5) years of experience in combination of revenue cycle management, patient accounting, commercial insurance billing, and accounts receivable.
- Two (2) years of direct customer contact experience in healthcare environment.
- Extensive knowledge of collections and revenue cycle management processes.
- Handles complaints and patient concerns and develop and execute action plans to prevent errors and customer service issues in the future.
- Proactively partners with all appropriate departments to ensure a positive patient experience in all services provided and smooth transitions between care settings.
- Resolves complaints by listening to patients and their families; helping them with facts as it relates to the hospital and/or physician or ancillary account(s); developing acceptable resolutions; following-up on outcomes.
- Exercise exceptional communication and listening skills when dealing with team members, customers and patients.
- Plan, organize and coordinate work efficiently, meet assigned deadlines.
- Regularly and consistently follow up on cases when dealing with billing sources/collections.
- Define problems, collect data, establish facts, and draw valid conclusions in the performance of job duties.
- Determines an individual’s ability to pay and seeks additional assistance either through governmental programs or uncompensated care programs.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
- Maintains compliance with all Orlando Health policies and procedures