Call Counselor II

Job Description

Department:	Non-Profit Program Administration
Reports to:	Director NPPA
Staff reporting to this position:	None
Type of employment:	Full-Time Non-Exempt

SCOPE:

The Call Counselor II will work directly with patients and providers who contact the various Non-Profit Program Administration (NPPA) Patient Financial Assistance programs for assistance. Excellent communication skills are necessary to thoroughly explain the purpose of the program, the procedure and process for application. The Call Counselor II will be responsible for answering incoming phone calls to the program and assist callers with all questions, requests and concerns. This will include inputting all initial intake information. Providing customer service with professionalism and integrity is expected. This position requires maintaining the confidentiality of any information obtained through employment with Patient Advocate Foundation (PAF).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Answer incoming phone calls to the program and assist callers with all questions, requests, concerns, etc.
Respond to and process patients’ request for assistance through the various programs. Thoroughly explain intent, purpose, and program requirements to callers in a positive manner
Conduct initial application intake to determine eligibility set forth by program standards
Complete applications for eligible patients and fax diagnosis verification forms to treating physicians’ office when required
Input all patient information into the program databases with extreme accuracy
Create and maintain patient files ensuring files are always reflective of most current information
Follow up in timely manner with patients and providers
Meet established quality, data collection and production performance benchmarks with score of 90% or higher
Communicate with Floor Supervisor(s) when encountering situations that require additional guidance or supervisory assistance
Abide by PAF’s policies, procedures and department Standard Operating Procedures (SOP’s)

NON- ESSENTIAL DUTIES AND RESPONSIBILITIES:

Attend all PAF sponsored events if requested
Perform other duties as assigned

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ADDITIONAL SKILLS AND ABILITIES:

Commitment to delivering compassionate, thorough and timely customer service to every patient, every time
Ability to enter accurate data into the database and speak with the patient simultaneously
Provide outstanding customer service with professionalism and integrity
Strong interpersonal skills and ability to work well with individuals across all organizational levels
Effectively present information and respond to questions from NPPA/FSP leaders
Excellent oral and written communication skills
Handle pressure situations while remaining focused on operational goals
Knowledgeable in Microsoft Office products and Operating Systems
Ability to change task with short notice and focus on new task/project
Must be very detail oriented and attentive to quality
Ability to work independently, retain flexibility and maintain composure under pressure
Follows proper organizational lines of communication
Must have the ability to work in an environment of continuous process and outcome improvement

QUALIFICATIONS AND/OR EXPERIENCE:

Healthcare related certification(s) preferred, but not required
3+ years of professional experience in one of the following areas: healthcare environment, social work or health insurance preferred
Medical terminology and knowledge preferred

COMPLIANCE COMMITMENT:

PAF is dedicated to conducting its business ethically and in full compliance with all applicable federal and state laws and regulations, its Advisory Opinion from the Office of Inspector General (OIG), the PAF Code of Conduct (“Code”), and internal policies and procedures (collectively, “Compliance”).

All employees are expected to follow all compliance standards in their daily work.

Patient Advocate Foundation reserves the right to alter, change, or modify this job description at any time, with or without notice. The duties and responsibilities contained herein are considered representative, but not necessarily all inclusive, of the duties and responsibilities which may be required.

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