Sr. Patient Success Advocate

At Cedar, our mission is to improve the broken healthcare experience for patients, this starts with reengineering the patient billing support experience by refocusing our efforts on a patient centric experience and providing exceptional customer service. The Sr Patient Advocate position serves as the liaison to our front line advocacy teams supporting our customer both internal and external through the following channels: live chat, phone, and email communications. In addition, patient advocates act as account managers to holistically manage the medical billing process and anticipate potential billing issues. We believe that all patients deserve to have a pleasant and efficient healthcare billing experience.

Responsibilities:

• Manage day to day escalation and task EMR submissions across all Cedar clients
  • Review of escalation and triaging to appropriate teams
  • Returning erroneous escalations to advocates with reason for return and suggested next steps
• Senior Advocates will serve as the the SME for the advocacy team by responding to team inquiries in the helpdesk chat and by phone
• Report on escalations worked daily along with any blockers
• Manage inbound/ outbound email communications with patients through client inboxes
  • Review and forward all patient documents to clients within 24 hours
• Manage escalated patient calls through inbound escalation queue
  • Maintain inbound SLA requirements by answering calls as backup to team when needed
• Process payments via phone following secure guidelines
• Provide training and coaching support as requested based on new project launches
• Work with leadership to establish more effective process and identify opportunities to allow first call resolution
• Communicate with patients via chat
• Complete outbound calls to patients as a follow up on escalations, escalated calls, payments, etc.

Goals:

• Ensure that all escalations are reviewed and updated within 24 hours of submission
• Ensure that all EMR Tasks are submitted within 48 hours of initial escalation submission
• Respond to all patient emails and online inquiries within 48 hours
  • Review and forward all patient documents to clients within 24 hours
• Respond to all patient advocate inquiries within 2 minutes when assigned to the Team’s helpdesk channel

Required Skills & Experience

• 3-4 years of customer service experience via phone or call center
• 1-2 years of medical billing, insurance or related healthcare experience
• Experience communicating with patients via live chat
• Experience navigating electronic medical record systems (preferably Athena (Centricity Business), eClinicalWorks, Medik, CareVoyant, Nextgen, and Epic)
• Proficiency in Google Suite
• Ability to toggle between multiple systems and efficient typing skills
• Excellent verbal and written communication skills
• Self motivated individual with exceptional attention to detail
• Ability to show empathy and passion for outstanding customer service
• Excellent problem solving and critical thinking skills
• Open to ambiguity and ever changing environment
• We’re looking for someone willing to be flexible with their schedule from time to time
• This is a fully remote position, and as a result will require access to a nice private space.

Compensation Range and Benefits:

• Hourly Rate: $20.75
• This role offers a competitive benefits and wellness package