Patient Account Advocate Role in a Dynamic Call Center

3 weeks ago

Paranaque City, Calabarzon, Philippines Unity Communications Full time

We are Unity Communications, a people-centric call center services provider offering enhanced patient care. Our team emphasizes optimum and friendly engagement with patients, particularly during disputes. Our ultimate goal is to be the top contact hub for patients requiring urgent solutions to their account issues.

Do you possess a similar mindset?

The vacant spot for an Early-Out Patient Advocate is yours. You will handle incoming and outgoing calls to answer account inquiries, resolve payment concerns, and negotiate billing arrangements with patients. You must follow critical policies and procedures to guarantee the highest quality standards.

Job Description:

Responsibilities
  • Handle a high volume of telephone calls in a professional manner.
  • Communicate with patients in a clear, timely, and positive way.
  • Maintain accurate documentation, database, and confidentiality at all times.
  • Collaborate with other departmental and hospital associates.
  • Stay up-to-date on departmental and hospital policies and procedures.
  • Achieve an average hold time of twenty seconds.
  • Meet or exceed the average number of set daily calls and contacts.
  • Retain a call handle time average of five minutes or below.
  • Keep after-call work time at 33% or less of the total talk time.
  • Maintain a call review minimum standard of 95% or more.
  • Reach a pause time goal of 17% or less of the total adjusted pause time.
  • Verify and update patient demographics on every call.
  • Maintain 100% quality customer service.
  • Assist in training new patient advocates.
  • Review, update, and maintain policies and procedures.
  • Perform other duties assigned by management.
Requirements
  • Excellent communication and interpersonal skills.
  • Professional attitude during urgent or confrontational situations.
  • Effective critical thinking, problem-solving, and decision-making skills.
  • Independent and team-oriented working attitude.
  • Computer proficiency.
  • Ability to learn quickly and navigate effectively through multiple systems.
  • Organizational skills and attention to detail.
  • Flexibility and ability to meet deadlines.
  • A proactive approach to prioritizing needs and managing resources effectively.
  • Ability to multitask with a high level of accuracy and efficiency.
  • Working knowledge of the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and Red Flag regulations.
  • Compliance with patient privacy at all times.
Benefits
  • HMO coverage with two free dependents upon regularization.
  • VL/SL credits upon regularization.
  • Friendly and supportive work culture.
  • 13th-month pay and other Philippine-government-mandated benefits.
  • Non-taxable allowances.
  • Pay increases, performance bonuses, birthday gifts, and many more.
  • Transportation allowance.
Work Setup
  • Full-time position.
  • Monday to Friday, night shift.
  • On-site work setup.

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