Requester Patient Advocate

Penn Medicine Lancaster General Health; Nashville (TN); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading healthcare organization seeks a Requester Advocate in Nashville to manage incoming customer calls. The role emphasizes exceptional customer service skills while ensuring compliance with regulations such as HIPAA. The successful candidate will work collaboratively across departments and meet performance targets, making a significant impact on client relationships.

Qualifications

• Exceptional communication and customer service skills required.
• Ability to work effectively individually and as part of a team.
• Knowledge in HIPAA and other regulatory requirements preferred.

Responsibilities

• Manage high volumes of calls from customers and clients.
• Maintain positive relationships with clients and manage concerns.
• Log all calls and actions according to company policy.

Skills

Communication

Customer Service

Confidentiality

Problem Solving

Job description

The Requester Advocate will report to the Senior Account Services Analyst with the primary responsibility of managing incoming calls from customers and clients, listening to callers' needs, and providing information and solutions to questions and concerns.

Primary Responsibilities:

• Receive and manage high volumes of calls from customers and clients.
• Manages customer/client concerns and questions regarding status of requests,
  invoice/fee issues, request remediation, etc. Ensures that calls are answered promptly
  and courteously within prescribed standards and metrics.
• Maintains and ensures positive relationships with clients (hospitals) and ROI requestors
  (attorneys, insurance companies, state disability offices, record copy services, peer
  organizations, doctor’s offices, and others).
• Utilize communication guides when handling specific topics.
• Understand MediCopy workflows, processes, and policies, and be able to effectively
  communicate these to callers in an easy to comprehend manner.
• Accurately log all actions and details regarding calls within the MediCopy CarePortal in
  accordance with MediCopy policies.
• Maintains a positive/professional relationship between MediCopy and customer/client.
• Effectively work across department lines to manage difficult and complex problems
  related to callers’ questions/concerns, and transfer and/or escalate as needed.
• Provides backup support to other groups in the Account Services department, and
  performs other general administrative duties.
• Meet qualitative and quantitative targets set for the department.
• Directly reports to the Director of Operations.

Skills/Qualifications:
● Exceptional communication and customer service skills.
● Knowledge in HIPAA and other regulatory requirements regarding ROI (Release of
Information)
● Ability to define problems, collect data, establish facts and draw conclusions.
● Demonstrate a positive attitude, and be able to interact well with customers and other
team members.
● Confidentiality and discretion is required.
● Sound understanding of computer systems, networks, phone systems, etc.
● Ability to work effectively individually and/or part of a team.
● Ability to work across departmental lines.
● Ability to effectively present information and respond to questions from the Director of
Accounting.
● Ability to perform multifaceted projects in conjunction with day-to-day activities.

Qualifications Experience

Preferred

No prior experience needed, customer services experience preferred.

Behaviors

Preferred

Dedicated : Devoted to a task or purpose with loyalty or integrity

Detail Oriented : Capable of carrying out a given task with all details necessary to get the task done well

Team Player : Works well as a member of a group

Motivations

Preferred

Self-Starter : Inspired to perform without outside help

Ability to Make an Impact : Inspired to perform well by the ability to contribute to the success of a project or the organization

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.