Patient Portal Rep

JOB IS FULLY REMOTE.

• Answers inbound messages and calls and responds to customer needs in a high volume call center environment to service and retain customers.
• Responds to complaints and resolves problems using established service recovery guidelines. Handles all escalated calls, attempting to resolve issues before they become escalated complaints.
• Takes action, using appropriate discretion, to address customer needs, resolve issues, and provide outstanding customer service. Works with appropriate departments to resolve questions and or issues related to the patient portal, billing, release of information, and HIPAA patient change requests (amendments). Accurately documents and updates actions taken.
• Acts as a resource, assists teams and is able to perform more complex issues/problem solving and resolution, and may assist in providing necessary employee training.
• Investigates and responds to all phone and/or written inquiries from patients/proxies and physician offices. Makes calls to outside sources for additional information to ensure that all inquiries are resolved.
• Gathers and documents information and troubleshoots customer inquiries and issues by recognizing trends and reporting to higher level as needed. Obtains and reports daily, weekly and monthly statistics. May assist with monitoring and auditing work quality.
• Proactively follows up with the patient/proxy about information as needed to answer inquiries and resolve issues.
• Receives and identifies requests for patient portal proxy access. Reviews and verifies accuracy of proxy signatures. Ensures all proxy authorizations are in compliance with the request, authorization, policies, and State and Federal/HIPAA regulations and guidelines. Scans/files all proxy paperwork to the appropriate location of the health information record.
• Creates and updates detailed process documentation for departmental manual.

• None Required.

• High School Graduate.

• Typically requires 2 years of experience in customer service, release of information, or health information records within a healthcare environment.

• Excellent customer service and follow up skills. Ability to speak with customers to resolve customer issues, along with research and document the call on a computer.
• Works with a variety of customers and actively listens and responds with empathy to build rapport and understanding.
• Highly skilled with computers, including the use of Microsoft office or similar products, electronic mail and electronic medical record systems. Navigates between multiple systems and computer screens.
• Demonstrated ability to work well independently and as a team.
• Strong multi-tasking, organizational, and time management skills. Adapts well to change. Ability to prioritize workload, and work under pressure in a fast-paced environment with time constraints.
• Ability to handle all escalated calls and resolve issues before they become escalated complaints.
• Ability to represent Advocate Aurora Health and the company values to patients.

• Exposed to normal office environment.
• Must be able to sit the majority of the workday. Must be able to reach above head, bend, and stoop.
• Must be able to lift and carry up to 20 lbs. frequently and up to 50 lbs. occasionally.
• Must be able to perform repetitive motions using hands, wrists and /or fingers.
• Operates all equipment necessary to perform the job.

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.