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Lead Customer Service Advocate

Company: Altru Health System
Location: Grand Forks
Posted on: January 12, 2022

Job Description:

Job Summary The Customer Service Advocate Lead's primary roles include overseeing and supporting the work of customer service advocates. Among other duties, this individual is responsible for coordinating advocate's efforts to resolve complex accounts and ensuring advocates' interactions with patients are consistent and compassionate during billing and follow-up activities. The Customer Service Advocate Lead helps to monitor all self-pay and third-party patient account inquiries for the hospital and its applicable affiliates and serves as a day-to-day resource for representatives. This position is responsible for maintaining compliance and supporting continuous improvement efforts. Essential Job FunctionsConducts data integrity audits and shares results with advocates and department leadership; works with representatives to improve performance as necessary.Assists in reviewing the allocation responsibilities to customer service advocates.Ensures representatives demonstrate awareness of patients', visitors', and colleagues' preferences specific to age, culture, and spiritual practices.Confers with third parties as needed regarding the completion of forms and applications on complex accounts for department.Prepares and reconciles cash deposits as necessary.Oversees special projects developed by department manager.Acts as a resource for day-to-day operations questions.High level understanding of federal and state regulations, payer requirements, and third-party financial assistance programs.Provides front end input to department leadership for crafting policies and procedures.Develops team members through group and one-on-one training.Acts as a role model for ethical, professional conduct.Driving Requirements Professional Drivers: Persons who drive as their main responsibility OR transport passengers or hazardous materials.Frequent Drivers: Persons whose main responsibility is not driving, but drive daily or almost daily.Occasional Drivers: Persons who drive from once per month to as frequently as once per week.Infrequent Drivers: Persons who are generally not expected to drive. Driving CategoryInfrequent DriverEducation & Experience Degree/DiplomaProgram of StudyRequired/Preferred Bachelor'sBusinessPreferredOrBachelor'sAccountingPreferredOrBachelor'sHealthcarePreferred ExperienceRequired/Preferred A minimum of 2 years of related experienceRequiredWeight DemandsPhysical Demands Frequency8 Hour Shift10 Hour Shift12 Hour ShiftRarely (1-4%)1-19 min1-24 min1-29 minOccasionally (5-33%)19 min-2.6 hrs24 min-3.3 hrs29 min-3.9 hrsFrequently (34-66%)2.6-5.3 hrs3.3-6.6 hrs3.9-7.9 hrsContinuously (67-100%)5.3-8 hrs6.6-10 hrs7.9-12 hrs ActivityFrequencySitContinuously (> 67%)StandOccasionally (5-33%)WalkOccasionally (5-33%)Stoop/BendRarely ( ReachOccasionally (5-33%)ClimbNot ApplicableCrawlNot ApplicableSquat/Crouch/KneelRarely ( TwistRarely ( Handle/Finger/FeelFrequently (34-66%)SeeContinuously (> 67%)HearContinuously (> 67%)ActivityAmountLift - Floor to Waist LevelSedentary ( CarrySedentary ( Push/PullSedentary ( Slide/TransferSedentary ( Working ConditionsConditionFrequencyIndoorContinuously (> 67%)OutdoorNot ApplicableExtreme TemperatureNot ApplicableEmployee HealthFunctional AssessmentHazardous Drug ExposureFit Testing Required

Keywords: Altru Health System, Grand Forks , Lead Customer Service Advocate, Hospitality & Tourism , Grand Forks, North Dakota

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