Patient Serv Advocate(Rev Mgt)

Position Summary:

 

At Orlando Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we reinforce our reputation as a trusted and respected healthcare organization that delivers professional and compassionate care to our patients, families and communities. Through our award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities, our 27,000+ team members serve communities that span Florida’s east to west coasts and beyond.

 

ORLANDO HEALTH - BENEFITS & PERKS:

All Inclusive Benefits (start day one)

• Student loan repayment, tuition reimbursement, FREE college education programs, retirement savings, paid paternity leave, fertility benefits, back up elder and childcare, pet insurance, PTO/Holidays, and more for full time and part time employees.

Forbes Recognizes Orlando Health as a Best-In-State Employer

• Forbes has named Orlando Health as one of America's Best-In-State Employers for 2024. Orlando Health is the top healthcare organization in the Metro Orlando area to make the prestigious list. "We are proud to be named once again as a best place to work," said Karen Frenier, VP (HR). "This achievement reflects our positive culture and efforts to ensure that all team members feel respected, supported and valued.

Employee-centric

• Orlando Health has been selected as one of the “Best Places to Work in Healthcare” by Modern Healthcare

 

Position Summary: The patient advocate is a lead role in revenue management that helps guide the patient through the healthcare system, focusing on accurately and compassionately explaining to the patient their financial obligations, as well as working to overcome obstacles and barriers presented to the patient. The advocate works enterprise-wide educating patients; responding to patient and/or patient family complaints; resolving a variety of patient issues; and reports unresolved issues to leadership.

Responsibilities:

Essential Functions:
• Handles complaints and patient concerns and develop and execute action plans to prevent errors and customer service issues in the future.
• Proactively partners with all appropriate departments to ensure positive patient experience in all services provided and smooth transitions between care settings.
• Resolves complaints by listening to patients and their families; helping them with facts as it relates to the hospital and/or physician or ancillary account(s); developing acceptable resolutions; following up on outcomes.
• Exercises exceptional communication and listening skills when dealing with team members, customers and patients.
• Plans, organizes and coordinates work efficiently, meets assigned deadlines.
• Regularly and consistently follow up on cases when dealing with billing sources/collections.
• Defines problems, collects data, establishes facts, and draws valid conclusions in the performance of job duties.
• Determines an individual’s ability to pay and seeks additional assistance either through governmental programs or uncompensated care programs.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

 

Other Related Functions:
• Performs other related duties as needed.

Qualifications:

Education/Training:
• Associate’s Degree in business, healthcare, or related area. High School Diploma or equivalent and two (2) years of directly related work experience may also substitute for the Associate’s degree.
• Strong written and verbal communication skills. Strong computer skills.
• Thorough knowledge of multi-specialty ICD-9, ICD-10, and CPT coding.

 

Experience:

• Two (2) years of experience in combination of revenue cycle management, patient accounting, commercial
insurance billing, and accounts receivable.
• Two (2) years of direct customer contact experience in healthcare environment.
• Extensive knowledge of collections and revenue cycle management processes.