Patient Advocate I - Remote

U.S. Anesthesia Partners; Austin (TX); Remote; USD 21,000 - 33,000; Full time

Job summary

U.S. Anesthesia Partners is seeking a Patient Advocate I – RCM to handle inquiries from patients, providers, and payers with prompt, accurate, and courteous responses.

This role emphasizes resolving billing questions, claims, denials, and collection activities while maintaining confidentiality. The position requires at least a high school diploma, healthcare or business knowledge, and strong English communication.

Qualifications

• High school diploma or equivalent required.
• Associate degree preferred in health or business administration.
• Experience in a health care setting and customer service helpful.

Responsibilities

• Answers incoming patient, insurance, physician office, and facility calls.
• Responds to inquiries and complaints about billing, claims, denials, payments, and collections.
• Records all customer contacts and resolutions in the system notes.
• Resolves questions directly when possible to ensure prompt satisfaction.
• Explains account situations in simple language for patient understanding.
• Maintains confidentiality and adheres to policies.

Skills

Bilingual English/Spanish

Excellent verbal and written English

Data entry skills

Strong analytical skills

Ability to multi-task

Education

High school graduate

Associate's degree in health or business administration

Tools

IDX practice management system

Job description

Overview

The Patient Advocate I – RCM promotes favorable company relationships with patients, providers, and payers through prompt, accurate, and courteous resolution of telephone and written inquiries.

At this time, US Anesthesia Partners does not hire candidates residing in California, Hawaii, or Alaska.

The base pay estimate for this role is $15.00 - $23.99 hourly. The final offer will depend on the skills, experience, and qualifications of the selected candidate. This range is for base pay only and does not include bonuses or other compensation. This position is eligible for a quarterly bonus. Bonuses are not guaranteed and are awarded based on company and individual performance.

Job Highlights

ESSENTIAL DUTIES AND RESPONSIBILITIES: (The ideal candidate must be able to complete all physical requirements of the job with or without a reasonable accommodation)

• Answers incoming patient, insurance company, physician office, and facility telephone calls.
• Receives and responds to all inquiries and complaints that may pertain to all phases of operations including billing, claims, claim denials, payments, and collection activities.
• Records all customer contacts, including resolution or forwarding actions taken to refer questions to the proper party.
• Whenever possible, directly resolves questions so that the patient receives prompt satisfaction.
• Responds promptly to all written inquiries or notifies the patient if there will be a delay in obtaining a final resolution to the problem.
• Explains the account situation accurately and in simple language so that the patient can understand the explanation and how it applies to the question.
• Works assigned tasks in a timely manner.
• Attends in-service training to improve skills and keep abreast of changes in contracts and procedures.
• Identifies and communicates complaint patterns to the management team.
• Maintains strictest confidentiality.
• Documents all actions in the system’s notes.
• Demonstrates a positive attitude and serves others with personal service 100% of the time.
• Uses the phone in a responsible, courteous, and professional manner, keeping personal phone calls to a minimum.
• Meets customer satisfaction standards set forth by management.
• Meets productivity/performance standards set forth by management.
• Adheres to all company policies and procedures.
• Performs other duties as assigned.

Qualifications

KNOWLEDGE/SKILLS/ABILITIES (KSAs):

• High school graduate or equivalent required.
• Associate’s degree in health or business administration, or a related field of study is preferred.
• Equivalent combination of education and experience will be considered. Experience in a health care organization is preferred.
• Minimum of 1 year of customer service or billing collections experience preferred.
• Bilingual in English and Spanish preferred.
• Excellent verbal and written English language skills to answer customer concerns in simple, common language.
• Proficient math skills (i.e. calculation charges, payments, and adjustments).
• Knowledge of insurance processing, guidelines, and general laws related to all payers.
• Must be able to establish proficiency using the IDX practice management system.
• Excellent customer service skills.
• Ability to multi-task effectively.
• Data entry skills.
• Basic knowledge of CPT, ICD-9, and ASA codes.
• Sound problem solving skills and the ability to make decisions.
• Strong analytical skills.
• Must have a pleasant disposition and high tolerance level.
• Must display a positive “teamwork” attitude and strong interpersonal skills.
• Ability to work effectively and independently with limited supervision.
• Ability to maintain confidentiality.
• Willingness and ability to follow direction and/or company policy as directed by management.

*The physical demands described here are representative of those that may need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Occasional Standing
• Occasional Walking
• Frequent Sitting
• Frequent hand, finger movement
• Use office equipment (in office or remote)
• Communicate verbally and in writing

US Anesthesia Partners, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, status as a parent, national origin, age, disability (physical or mental), family medical history or genetic information, political affiliation, military service, or other non-merit based factors.