The WellFund Patient Advocate builds working relationships, solves problems, and supports patients through the application process and follow-up. A Call Center Patient Advocate exhibits superior customer service skills and provides prompt courteous service to patients.
Handles a high volume of telephone calls
Maintains patient database
Provides technical assistance on agency issues, services, and programs
Sorts, labels, electronically files, and retrieves documents or other materials; including from the HPE overnight process
Completes Medicaid applications online using the FSSA Benefits Portal
Prepares documents and reviews them for accuracy and completeness
Professional attitude and the ability to maintain composure in urgent or confrontational situations
Develops and retains professional relationship with on-site hospital staff
Exemplifies the Mission, Vision, and Core Values of RevOne Companies in all personal and professional behavior and is a role model to all associates
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
Computer Proficiency Skills Are Required Ability to learn multiple databases and EMRs
Ability to multi-task (speaking on the phone, searching databases, and typing)
Epic experience is a plus
Qualifications High School diploma or equivalency
One year of experience as a Patient Advocate or an equivalency of training and experience combined
General knowledge of all agency and community programs and services which could affect the client/applicant
Ability to communicate with clients/applicants, the public at large, and public officials to obtain data, and to explain and interpret rules, regulations and procedures
Ability to perform job functions within structured time frames
The work can include some difficult aspects such as dealing with patients on the phone. A detailed two-week training and then daily guidance is provided. A team leader is seated in the same area as the Patient Advocate to further assist. Calls are recorded and randomly checked for training purposes. Errors may be caught, but not immediately. Personal Work Relationships
