Adeptus Health

Patient Advocate

US-TX-Lewisville
7 days ago
Type
Regular Full-Time
Job ID
11119
Shift
Day
Corporate
Adeptus Health - Corporate

Company Overview

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About Adeptus Health

Adeptus Health is a leading patient-centered healthcare organization expanding access to the highest quality emergency medical care through its network of freestanding emergency rooms and partnerships with premier healthcare providers. All Adeptus Health freestanding facilities are fully equipped emergency rooms with a complete radiology suite of diagnostic technology, on-site laboratory, and staffed with board-certified physicians and emergency trained registered nurses. For the last four years, Adeptus Health has exceeded the 95th percentile in patient satisfaction according to patient feedback collected nationwide by Press Ganey Associates Inc. Adeptus Health also was named a 2016 and 2017 Best Workplaces in Healthcare by Great Place to Work® and Fortune Magazine.  For more information, please visit adpt.com.

Responsibilities

The Patient Advocate works closely with the Director of Patient Relations and Patient Relations Team to deliver and provide exceptional customer service at high level review and resolution.  Accountable for maintaining patient rights by educating patients; responding to patient and patient family complaints; resolving patient issues; reporting unresolved issues.  Primarily reviewing all escalated patient concerns and complaints, both financial and clinical/service related.  The organization’s mission of exemplary patient-centered care is provided to each and every patient, each and every day with care and compassion.  In support of the mission, vision, and values, the Patient Advocate serves as a point of contact for patients and families throughout the concern/complaint/grievance resolution process.

Job Responsibilities and Duties

Essential Job Functions:

  • Ensure each patient is given the highest level of customer service and every staff member is treated with the utmost respect
  • Excellent problem solving, critical thinking and professional judgment skills; can see multiple solutions to problems and choose best possible one for the needs of the patients and the business
  • Maintain incoming/outgoing calls, emails, letters, etc. to patients and staff to research and resolve concerns
  • Support patient feedback system (RL Solutions) and ensure all files are updated timely
  • Act as a liaison for other departments in an effort to resolve patient billing issues/clinical issues
  • Communicate effectively, be courteous and demonstrate a caring attitude with patients, team members, and insurance carrier representatives at all times
  • Answer patient inquiries on a timely basis, coordinating with other team members to ensure efficiency
  • Provide courteous, knowledgeable and timely service to all
  • Research and answer patient questions and provide follow-up communication within a timely manner
  • Maintain strict confidentiality in accordance with HIPAA regulations and company policy
  • Present a positive, professional appearance and convey a professional demeanor in the performance of assigned duties
  • Perform other job-related duties within the job scope as requested
  • Embody the principles of the company Mission Statement and Philosophy at all times
  • Represent the company in a positive fashion and make all individuals feel as comfortable as possible
  • Conduct all business in a professional manner maintaining respect for individuals at all times
  • Comply with departmental and company-wide policies and procedures
  • Maintain constant awareness of potential safety hazards ensuring necessary safety precautions are taken as needed
  • Read and comply with established policies and procedures including Collections policies containing the company designations
  • Attendance requirements are based on your current role and status of position (FT, PT or PRN).  Please direct attendance requirements to your immediate supervisor and/or refer to the Employee Handbook for more attendance/scheduling details/policies

Supervisory Responsibility:

None

 

Other Duties:

Please note this job description is not designed to cover in detail, or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

 

Competencies

  • Effective and efficient use of time
  • Must incorporate excellent customer service skills in dealing with personnel, physicians, peers and clients
  • Must express information in a clear, concise and organized manner
  • Ability to define problems, collect data, establish facts, and draw valid conclusions
  • Communicates appropriately using good interpersonal skills. Positive, professional demeanor is projected through verbal and non-verbal communications
  • Initiative is demonstrated to proactively identify and resolve problems
  • Appropriate resources throughout the Organization are used consistently to meet customer needs
  • Relationships with staff in other work areas are fostered to meet internal and external customer needs
  • Privacy is maintained at all times for patient information
  • Positive working relationships with peers, management and customers are maintained at all times
  • Actions are initiated to meet or exceed customer/co-workers expectations in delivering service by implementing the I Make the Difference philosophy (Provide positive, professional and prompt responses, Close every interaction with – Is there anything else I can do for you?)
  • Ability to field and address concerns and questions

Qualifications

Education and Experience:

  • High school diploma or equivalent, appropriate college coursework or vocational/technical training may substitute at an equivalent rate for the required experience
  • A minimum of 2 years experience in a medical office
  • A minimum of 2 years customer service experience, preferably experience in a call center setting
  • Good understanding of insurance carrier plan configurations in respect to calculations of coinsurance, deductibles and percentages paid
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
  • Proficiency in Centricity, Evident, Epic, Excel, and Microsoft Office
  • Stringent adherence to all HIPAA laws

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