Department:
Status:
Benefits Eligible:
Hours Per Week:
Schedule Details/Additional Information:
M-F 10:30 AM - 7:00 PM. ELIGIBLE FOR 2ND SHIFT PREMIUM ($1.50 PER HOUR). TRAINING DURING 1ST SHIFT PREFERRED.
Pay Range
$21.85 - $32.80Major Responsibilities
Answers inbound messages and calls and responds to customer needs in a high-volume call center environment to service and retain customers.
Responds to complaints and resolves problems using established service recovery guidelines. Handles all escalated calls, attempting to resolve issues before they become escalated complaints.
Receives and identifies requests for patient portal proxy access. Reviews and verifies accuracy of proxy signatures. Ensure all proxy authorizations are in compliance with the request, authorization, policies along with federal and state privacy laws and HIPAA regulations. Scans/files all proxy paperwork to the appropriate locations of the legal health record.
Takes action, using appropriate discretion, to address customer needs, resolve issues and provide outstanding customer service. Works with appropriate departments to resolve questions and or issues related to the patient portal, billing, release of information and HIPAA patient requests for amendments. Accurately and timely documents and updates actions taken.
Acts as a resource, assists teams and is able to perform complex issues with resolution, and may assist in providing necessary employee training.
Investigates and responds to all inquiries from patients/proxies and physician offices. Makes calls to outside sources for additional information to ensure all inquiries are resolved.
Gathers and documents information and troubleshoots customer inquiries and issues by recognizing trends and reporting to leaders as needed. Obtains and reports daily, weekly and monthly statistics. May assist with monitoring and auditing work quality.
Proactively follows up with the patient/proxy about information as needed to answer inquiries and resolve issues.
Minimum Job Requirements
Education
High School Graduate or Equivalent
Certification / Registration / License
None required.
Experience
Typically requires 1-2 years of experience in customer service, Healthcare, or Health Information Management
Knowledge / Skills / Abilities
Excellent customer service skills. Ability to speak with customers to resolve issues, along with research and documentation of the call on a computer.
Works with a variety of customers and actively listens and responds with empathy to build rapport and understanding.
Highly skilled with computers, including the use of Microsoft office or similar productions, Outlook, electronic medical record systems and proficient keyboarding skills. Navigates between multiple systems and computer screens.
Demonstrated ability to work well independently and as a team.
Strong multi-tasking, organizations, and time management skills. Adapts well to change. Ability to prioritize workload, and work under pressure in a fast-paced environment with time constraints.
Ability to represent organization values to patients
Excellent spelling, grammar and punctuation skills
Physical Requirements and Working Conditions
This position requires travel, therefore, will be exposed to weather and road conditions.
Operates all equipment necessary to perform the job.
Exposed to a normal office environment.
Preferred Job Requirements
Experience
Preferred experience in customer service, release of information, health information management, or healthcare billing. Ability to read and comprehend medical terminology, human anatomy, and disease processes, and state and federal regulations related to HIPAA and release of medical information.
DISCLAIMER
All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties
Our Commitment to You:
Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:
Compensation
Benefits and more
About Advocate Health
Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.