Patient Services Advocate

Appalachian Regional Healthcare (ARH); Hazard (KY); On-site; USD 32,000 - 46,000; Full time

Job summary

Appalachian Regional Healthcare (ARH) in Hazard, KY seeks a Patient Services Advocate to support patient access across registration, scheduling and communication processes. You will greet patients, direct them to services, and uphold an exceptional patient experience while ensuring accurate information and compliance with policies.

You will verify demographics, insurance, eligibility, and pre-certifications, collect payments when applicable, and coordinate with clinical teams to ensure smooth

Qualifications

• Knowledge of CPT, ICD and Medical Terminology.
• Experience with EMR/EHR systems and HIPAA.
• Strong attention to detail and data entry accuracy.

Responsibilities

• Ensures patient demographic, insurance information, verification and eligibility established.
• Verifies pre-certifications and facilitates changes as needed.
• Coordinates rescheduling if prior-authorization not obtained before treatment or diagnostics.
• Obtains financial clearance and collects deductibles, co-pays, and fees or routes to financial counseling.
• Communicates with clinical staff about insurance problems and discrepancies.
• Answers phones professionally and guides calls appropriately.
• Welcomes patients and families, assists with registration.
• Ensures patient information and rights awareness; HIPAA compliance.

Skills

CPT

ICD

Medical terminology

EMR/EHR systems

HIPAA

Regulatory guidelines

Organizational skills

Verbal communication

Written communication

Detail oriented

Analytical / problem solving

Office software

Customer service

Data entry

Cycle management

Education

Associate degree or equivalent experience

Tools

EMR/EHR systems

Job description

Overview

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.

Special Instructions

Patient Services Advocate for Medical Mall Imaging Center

Responsibilities

• 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.

Education

• Associate degree or equivalent experience preferred.

Experience

• Service industry experience preferred.
• Healthcare experience preferred.

Required Skills, Knowledge & Abilities

• 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.