Orlando Health

Patient Service Advocate

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.

Forbes has named Orlando Health as one of America's Best-In-State Employers. Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions.

“Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you.”

Orlando Health proudly embraces and honors the individuality of our team members. By sharing different ideas and perspectives and working together as a team, we are better able to relate to, care for and authentically serve our patients and families who make up the collective populations in our community. So, no matter who you are, what you believe or how you express yourself, you are welcome here.

ORLANDO HEALTH - BENEFITS & PERKS:

Competitive Pay

• Evening, nights, and weekend shift differentials offered for qualifying positions.

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 2021. 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.

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 a 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.
• Exercise exceptional communication and listening skills when dealing with team members, customers and patients.
• Plan, organize and coordinate work efficiently, meet assigned deadlines.
• Regularly and consistently follow up on cases when dealing with billing sources/collections.
• Define problems, collect data, establish facts, and draw 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:
• Perform other related duties as needed.

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 (in addition to the requirements
listed in the Experience section).
• Strong written and verbal communication skills. Strong computer skills.
• Thorough knowledge of multi-specialty ICD-9, ICD-10, and CPT coding.

Experience:
• Five (5) 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.