Description Responsible for building working relationships, solving problems and supporting patients while they learn the coverage options on both a federal and state level. An On-Site Patient Advocate exhibits superior customer service skills and provides prompt courteous service to patients. They work as part of a team in a Hospital environment and also on an independent level. The On-Site Patient Advocate must ensure that methodologies, policies and procedures are deployed to guarantee the highest quality standards with “patient first ideology” as a goal. Supervisor The WellFund Onsite Manager Department The WellFund On-Site Team Essential Duties of the Position • Handles a high volume of face-to-face interactions with patients • Communicate clearly, timely, and positively with patients • Good communication skills and interpersonal skills • Ability to learn quickly and navigate effectively through multiple systems • Professional attitude, and able to maintain composure in urgent or confrontational situations • Effective critical thinking, problem solving and decision-making skills • Display strong organization/time management skills • Work independently and must be multi-task oriented • Team player attitude • Collects and reviews patient information to determine patient’s eligibility • Prepares documents and reviews them for accuracy and completeness • Maintains and/or creates files or record keeping systems. Sorts, labels files and retrieves documents or other materials • Completes various insurance application after determining patient’s eligibility • Provides account follow up on a routine basis • Ensures adequate documentation is maintained • Develops and retains professional relationship with hospital staff • Maintains confidentiality at all times (i.e. PHI and HIPAA) • Any other duties as assigned by management Responsibilities of the Position • Exemplifies the Mission/Vision/Core Values of The WellFund in all personal and professional behavior and is a role model to all associates • Collaborates with manager to identify own learning needs and set goals using available resources to meet these needs/goals • Maintains working knowledge of departmental/hospital policies and procedures through participation and by reading updates and other provided communication • Works in collaboration with other departmental associates, as well as other hospital associates supporting their efforts through teamwork and the acceptance of additional assignments Requirements • Computer proficiency skills are required • Ability to learn multiple databases • Ability to multi-task (speaking on the phone and typing) • Excellent verbal and written communication skills • Ability to work in fast-paced, changing environment • High school diploma or equivalency • One year of experience as a Patient Advocate or an equivalency of training and experience combined • Considerable knowledge of Medicaid programs • Considerable knowledge of the Federal Marketplace • General knowledge of all agency and provider programs and services which could affect the client/applicant • Good mathematical reasoning and computational skills • Ability to read, analyze, and interpret rules, regulations and procedures • Ability to communicate with clients/applicants, the public at large, and public officials to obtain data, and to explain and interpret rules, regulations and procedures • Ability to work with others on your team to complete a task • Ability to perform job functions within structured time frames • Must have the ability to perform repeated tasks with a high level of accuracy • Must have working knowledge of HIPAA and Red Rule regulations Difficulty of Work Work activities are performed independently, utilizing basic guidelines as standards of performance. The incumbent must deal with a variety of reports, documents, and computer systems, and must utilize good judgment in carrying out job duties. Advice and guidance may be sought from the department’s Manager as warranted to ensure the provision of quality service. Responsibility The incumbent works in a team concept, but works independently on his/her own. Work is somewhat independent in nature. The incumbent makes a substantial impact on the patient. Personal Work Relationships The incumbent must deal with a variety of staff levels, conditions and circumstances. Routine contacts are to be expected from incoming calls, patients, management, and associates, internal and affiliate company associates.