Patient Advocate Resume Sample
Simeon Auer
668 Khalil Coves,
Philadelphia,
PA
+1 (555) 496 4883
Work Experience
Patient Advocate & Office Administrator
06/2015
-
PRESENT
Boston, MA
- Reviews patient statements, patient account details, and Insurance Explanation of Benefits (EOB’s) in order to answer patient questions and resolve their issues
- Patient Education(75%) - Responsible for pt education while staying within established compliance parameters for the company and program. E.g.
- Assist appropriate KPNW members access OR or WA death with dignity act within parameters of the law and Kaiser Permanente policy
- Assist KPNW physicians complete the death with dignity process in accordance with state laws and Kaiser Permanente policy
- Coordinate process with other KPNW staff as needed
- Serve as point of contact with community and state agencies re: death with dignity
- Update & maintain death with dignity policy and prepare yearly report for Regional Ethics Council
Patient Advocate
05/2008
-
12/2014
Boston, MA
- Maintain accurate records including documentation in HealthConnect
- Medical billing and claims reimbursement experience
- Facilitates resolution of patient complaints and grievances for patients, families and visitors to keep the institution compliant with state and federal regulatory requirements
- Follows patients throughout the continuum of care, responding to patient and staff requests for intervention in regard to resolution of complaints and grievances. Ensures effective follow-up of concerns
- Communicates with leadership and management to identify and discuss areas of concern, problems and/or issues of relevance
- Identifies potentially litigious cases and requests for waiver or reimbursement for referral to Patient Advocate Supervisors and Manager
- Provides education regarding Patient Rights and the Patient Complaints and Grievances Policy to staff in assigned service area(s)
- Provides value-added service to patients including visit upon admission and discharge, courtesy calls post discharge calls, greetings on birthdays, etc. Provides compassionate service while still maintaining a professional demeanor with patients
- Assists with researching and documenting obstacles to smooth delivery of services and recommends process changes to eliminate or manage identified obstacles
Patient Advocate for Day Shifts
07/2004
-
01/2008
Dallas, TX
- Assists department managers in coordinating, investigating, and analyzing patient concerns and complaints in a timely and effective manner
- Assist with educating staff about service recovery and actively participates in service recovery efforts as needed
- Ensures compliance with CMS, Joint Commission, and other standards with regards to patient rights and management and documentation of complaints and grievances
- Assists with coordination of efforts to promote and align employee behaviors with the hospital’s core values. Staffs the Service Excellence and Patient Advisory Committees
- Completes other assignments as directed
- Leadership - Leverage Aramark's coaching model to engage and develop team members to their fullest potential. Reward and recognize employees. Ensure individual and all team performance meets objectives and client expectations. Plan and lead daily team briefings. Ensure safety standards in all operations
- Client Relationship - Identify client needs and communicate operational progress. Deliver and model WEST as foundation for excellent customer service
- Financial Performance - Ensure the completion and maintenance of P&L or client budget statements. Deliver client and company financial targets. Adopt all Aramark processes and systems, understand performance metrics, data, order and inventory trends; educate teams on key levers to improve margins
- Serves as the Patient Advocate for the Mercy organization
Education
Ohio University Southern Campus
1999 - 2003
Bachelor's Degree in Communications
Professional Skills
- Excellent listening, transcribing and self-review skills, PC experiences, including Excel, Word, Internet and email
- Strong interpersonal relationship skills, including conflict negotiation mediation, problem solving, time and project management
- Excellent listening, transcribing, and self-review skills
- Excellent communication skills, both verbally and in writing essential
- Demonstrates skills to teach patients through breaking down moderately complex concepts/policies in an understandable way
- Excellent communication, mediation and facilitation skills
- Training, presentation and facilitation skills
How to write Patient Advocate Resume
Patient Advocate role is responsible for interpersonal, patient, government, facilitation, basic, training, health, excel, negotiation, customer.
To write great resume for patient advocate job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Patient Advocate Resume
The section contact information is important in your patient advocate resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Patient Advocate Resume
The section work experience is an essential part of your patient advocate resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous patient advocate responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular patient advocate position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Patient Advocate resume experience can include:
- Computer literate with good keyboarding skills
- Beginning to Intermediate Excel skills including filters, sorting and basic calculations
- Working knowledge of Patient Relations concepts to perform essential functions efficiently and effectively
- Experience in medical billing, claims processing and/or processes that support patient experiences
- Provides assistance with problem resolution by effectively listening to, and documenting member
- Negotiation skills allowing for assertive and convincing account resolution
Education on a Patient Advocate Resume
Make sure to make education a priority on your patient advocate resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your patient advocate experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Patient Advocate Resume
When listing skills on your patient advocate resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical patient advocate skills:
- Analytical skills necessary in order to implement effective nursing care and develop solutions to problems concerning patients’ physical well-being
- Demonstrates self-direction and time management skills
- Excellent writing skills to be used in documenting accurate case reports and in writing to patients on behalf of the institution
- Excellent oral presentation skills to be used in speaking to staff at all levels regarding patient issues
- Communicates appropriately using good interpersonal skills. Positive, professional demeanor is projected through verbal and non-verbal communications
- Demonstrated proficiency ability to effectively use organization's Patient Relations application programs
List of Typical Experience For a Patient Advocate Resume
1
Experience For Patient Advocate & Office Administrator Resume
- Possesses a good understanding of performance improvement, patient satisfaction and the Mercy Experience
- Effectively communicating with referral sources
- Possesses knowledge of medical procedures and practices relating to patient care and utilization of hospital services and demonstrates a clear understanding
- Experience working in a clinical environment
- Experience working in a team environment in order to achieve departmental initiatives
- Works collaboratively and promotes patient satisfaction and the Mercy Experience
- Is a team player, a self-starter and has a strong work ethic. Works well independently or as part of a team
- Initiative is demonstrated to proactively identify and resolve problems
- Demonstrates the ability to coach and mentor staff and leaders throughout the organization in regards to best practices in advocacy and service recovery
2
Experience For Patient Advocate Representative Resume
- Demonstrates knowledge of institutional psychosocial resources available to patients and coordinates appropriate referral to these services
- Conducting precertification with patient’s insurance companies when needed
- Serving as a liaison between patient and clinical staff
- Processes incoming and outgoing mail and supply deliveries
- Assembles, communicates and distributes timely complaint/grievance and reporting information to appropriate individuals
- Communicates with patients and families timely regarding complaint resolutions
3
Experience For Patient Advocate / Social Media Specialist Resume
- Assists departments in identifying opportunities to improve performance to eliminate future patient or family complaints
- Reviews and determines accuracy of insurance and billing data and corrects or initiates corrections as errors are identified
- Sets up payment plans and financial assistance plans and needed and according to defined policies and procedures
- Processes patient payments in the payment posting application
- Enters or updates notes on accounts as they are worked in the billing system
- Upholds the highest level of customer service, while handling a large number of inbound calls
- Contacts patients by telephone to confirm scheduling information and communicates patient schedules and changes to the appropriate staff
4
Experience For Patient Advocate / Medical Claims Specialist Resume
- Orders, monitors and stocks all paper supplies including retail items
- Ensures staff understanding and application of local, state and federal laws and guidelines
- Develops and delivers Eligibility Program training to divisional staff and its clients
- Provides direction to staff on issues/questions relating to Government Programs
- Responds to patient requests and staff requests, providing assistance, information and support as needed
- Receives patient and family complaints, coordinates the investigation and facilitates problem resolution
- Maintains records of complaints, documentation and resolutions
5
Experience For Patient Advocate for Per Diem Shifts Resume
- Maintains accuracy with data input and management
- Reviews and analyzes reports such as patient satisfaction and HCAHPs. Develops a summary of findings and provides the summary to the appropriate individuals in the organization
- Communicates effectively and tactfully with the medical staff, leadership, risk management, hospital personnel, patients, families and others
- Represents patient concerns at Grievance Committee meetings monthly
- Serves on the Patient Family Advisory Council
- Retrieves medical records as needed
- Completes other assigned tasks and responsibilities as needed
- Answers calls, voice mail and correspondence within department standards for information or account resolution in a friendly and upbeat manner
6
Experience For Patient Advocate for Day Shifts Resume
- Communicates effectively with Front Office Coordinators and Clinic Directors to assist in resolving patient questions and concerns about statements and charges
- Reviews patient statements, patient account details, and Insurance Explanation of Benefits (EOB’s) in order to answer patient questions and resolve their issues
- Appropriately escalates requests for medical records
- Works with patient account specialists on Workers Comp, auto PI and Balance Inquiry issues
- Complies with ATI standards of operations
- Adheres to the Core Values of the Company
- Answers multi-line telephone, provides routine information to callers and patients, takes messages and places pages
- Performs patient check-in and initial patient registration tasks and ensures accurate completion of forms
- Collects patients' post charges and payments. Completes patient receipts in a timely fashion
7
Experience For Reimbursement Specialist Patient Advocate Resume
- Files and maintains an orderly medical records system
- Reviews patient statements, patient account details, and Insurance Explanation of Benefits (EOB’s) in order to answer patient questions and resolve their issues
- Attends and chairs meetings for patient satisfaction, nurse meetings, client meetings and others as appropriate.
- Evaluates documentation to approve or deny charity and indigent care for compliance to Conifer policies. Analyzes and assesses tax returns, income verifications, bank statements, living expenses, etc
- Completes application packets recommending or denying Conifer Charity or Indigent Care including calculation of income/expense and outstanding debt and preparation of summary sheet
- Contacts patients to obtain required verifications and other financial documentation to evaluate for Conifer Charity and Indigent Care
8
Experience For Patient Advocate Lead-bariatrics Resume
- Keeps accurate logs of accounts approved or denied for financial assistance
- Provides overall supervision of Government Programs for assigned division including direction, knowledge, and resources to management and staff to enable them to expedite governmental program recovery and decrease facility bad debt
- Review facility’s report to identify patients who presented to the facility outside Change Healthcare’s designated staffing hours or registered outside the Emergency Department (ED) area
- Create a patient file in the system for each patient visit and maintain the file accuracy
- Investigate and confirm any medical coverages related to auto, general liability, and/or worker compensation insurance available to the patient, updating the patient file in the system
- Update patient accounts in any designated facility system(s), in accordance with the agreed upon business plan
- Process work daily for all Patient Counselor groups to ensure a consistent workflow for every patient file, to result in a reimbursement to the facility, in a timely manner
- Communicate any issues/concerns involving patient files or personnel to your direct supervisor
9
Experience For Patient Advocate Triage Resume
- Meet with and interview each patient who presents to the facility Emergency Department (ED) area due to injuries related to accidents associated with motor vehicles, general liability and/or workers compensation, during facility’s designated staffing hours
- Serving as a liaison between the doctor’s staff and the corporate office
- The desire to be part of a team of professionals that has fun while really making a difference in our clients’ lives
- Appropriate resources throughout the Organization are used consistently to meet customer needs
- Relationships with staff in other work areas are fostered to meet internal and external customer needs
- Privacy is maintained at all times for patient information
- Field and address concerns and questions
- Conducts interviews with patients and/or family members. 30%
10
Experience For Patient Advocate Field Representative Resume
- Follows up on MECS assigned accounts to ensure follow-through on Government application submitted. Develops a working relationship with patients, based on good communication skills, enabling accounts to be processed quickly with government program eligibility. 20%
- Work in a fast paced environment to guarantee top quality patient care
- Adhere to department SOPs to ensure high quality output
- Accurately complete Prescription Assistance Program pharmaceutical manufacture patient applications. Documents patient program status in Prescription Assistance Program patient data base
- Correspond in a timely manner via phone and mail with patients as to program status to meet the needs of patients
- Meet department service standards for turnaround time of patient requests for prescription assistance
- Thoroughly review and document customer interactions
List of Typical Skills For a Patient Advocate Resume
1
Skills For Patient Advocate & Office Administrator Resume
- Skillful in interacting with all levels of the institution, showing good judgment in mediating patient complaints
- Related Work Experience (any psychosocial experience, social work, counseling, mediation, quality, nursing, health care)
- Three years prior hospital or other medical office experience, preferably with financial counseling or related responsibilities
- Accurate typing skills of at least 35 WPM
- Uses critical thinking skills to determine best course of action to resolve complaints in collaboration with patient care team, leadership and administration
- Able to communicate effectively with patients’ families
2
Skills For Patient Advocate Representative Resume
- Experience assisting with the development of training and facilitation of training material
- Operate patient billing systems for the purposes of reviewing and updating a patient’s account history, invoice statuses and total balances
- Experience working in a medical clinic setting
- Six months to one year experience in a position requiring public contact, customer service or counseling is required
- Experience speaking with patients over the phone regarding their accounts
- PC experience, including familiarity with Excel, Word, Internet, and e-mail
- Experienced public speaker Working knowledge of the Oregon & Washington Death with Dignity law
- Clinical broad based hospital experience, who partners with clinical care team and is knowledgeable regarding progression of patient care
- Experience communicating with clinicians and health care professionals
3
Skills For Patient Advocate / Social Media Specialist Resume
- Consistently maintain and re-prioritize workload
- Previous experience in an Academic healthcare setting
- Knowledgeable of healthcare strategies for improving the patient experience or customer service
- The ability to organize and manage competing priorities
- Coordinating patient scheduling for clinical visits and diagnostic procedures, and ensuring timely follow-up as directed by the physician is conducted
4
Skills For Patient Advocate / Medical Claims Specialist Resume
- Answering patients' billing inquiries and helping them understand their insurance plan and deductibles and what they owe
- Taking payments and updating collections
- Developing and facilitating solutions to medical education, and medical leadership issues
- Measuring patient vital signs, and ensuring proper documentation in applicable medical records
- Providing education and support regarding clinical visits and diagnostic procedures for patients, families, physicians, and support staff
5
Skills For Patient Advocate for Per Diem Shifts Resume
- Monitoring and documenting clinic volumes for utilization analysis
- Understanding referral patterns and identifying high referral sources
- Understanding of health care, federal and state consumer laws, and customer service management
- Understanding of healthcare processes and the relationship with the customer/patient
- Updating patient information (address, insurance information, demographics, etc)
- Providing monitoring of front office staff performance on hospitality issues
- Respecting patient confidentiality and withholding restrictive information
- Coordinating with office staff to help ensure optimal patient and guest flow
6
Skills For Patient Advocate for Day Shifts Resume
- Projecting an approachable and professional image in personal appearance, manner, and demeanor
- Serves as a centralized point-of-contact for receiving incoming phone calls concerning patient/family/ physician complaints reported for all FHS hospitals
- Return English and Spanish speaking patient calls daily and assist them with their questions regarding billing statements
- Perform outgoing call campaigns intended to engage patients during insurance billing lifecycle
- Administers the electronic patient complaint system including, monitoring completion of complaints, and staff training on the use of the system
- Perform outgoing call campaigns intended to engage patients during insurance billing lifecycle. Review account and thoroughly document patient interactions
- Coordinate Press Ganey Reports, including responses and providing managers with opportunity to review results
7
Skills For Reimbursement Specialist Patient Advocate Resume
- Keep client’s informed of all disputes and status; providing reporting as necessary
- Utilizes RL6 platform to develop tracking and trending reports
- Conducts field visits to patient homes for skip tracing and or assisting patient with documents
- Records and maintains complete documentation of activities performed on account while in-house and during the Patient accounting cycle. 30%
- Answer incoming calls from English and Spanish speaking patients
- Resolve patient issues by researching the patient’s account and correcting insurance information, demographics, etc
8
Skills For Patient Advocate Lead-bariatrics Resume
- Manage all incoming calls from patients, insurers, and other interested parties, transferring calls to other departments
- Promotes a culture of accountability with clear structures and protocol for processing and responding to all types of complaints and grievances
- Participates in processing weCare and Press Ganey comments, data entry, and notifying involved areas of comments
- Facilitates throughput in the department by identifying and removing obstacles to timely service
- Patient is receiving billing from the provider and the hospital from the ER visit
- Able to communicate appropriate information from the doctors and nursing staff
- Assist patient account inquiries by courteously supplying accurate and timely information
9
Skills For Patient Advocate Triage Resume
- Proficient in Microsoft Office, including Word, Excel, PowerPoint, and Outlook essential
- Professional presence reflecting exceptional customer and personalized service; cultural sensitivity and ability to comply with international etiquette
- Knowledge of UC policies. Acquiring knowledge of relevant federal, state and local regulations. Ability to follow processes to maintain compliance
- Partners with Quality Department to ensure accurate reporting of grievance statistics. Primary facilitator of the GREAT Team
- Through understanding of all Insurance products/plans
- Thorough knowledge of admissions and insurance verification and authorization processes in the hospital/medical office setting
- One of the primary resources for understanding the internet based tools (RL6 and Press Ganey) and provides educational support to new and current users
- Track patient status, labs and diagnostic tests, and insurance requirements in tracking system
10
Skills For Patient Advocate Field Representative Resume
- Advocates are many times the first encounter customers have with this company and thus are responsible for giving a positive first impression
- Provide information to customers about coverage options and payment options in the event there is a remaining customer balance
- Conducts spot training for food service and environmental service employees with direct contact to patients
- Environment – Fast-paced hospital and/or office environment
- This role requires that one can sit and regularly type on a key board the majority of their work day
List of Typical Responsibilities For a Patient Advocate Resume
1
Responsibilities For Patient Advocate & Office Administrator Resume
- Good organizational skills, human relations skills, and computer skills
- Verbal and written and interpersonal communication skills to explain common patient experience concepts and actively listen
- Cope with stressful situations and to communicate effectively is required
- Recent experience working in a Healthcare facility business office setting, performing directly transferable work
- Skill in establishing and conducting training programs tailored to personnel in professional and non-professional occupations
- Primary contact for all customer experience reporting and complaint handling activities related to Company services or products
- Focuses on continuously enhancing the patient experience through interaction and involvement the patient, family members, visitors, staff, and physicians
2
Responsibilities For Patient Advocate Representative Resume
- Creates standard and adhoc reports presenting consolidated data on complaints and resolutions, as requested by Manager
- Six months to one year experience in a position requiring public contact,
- Demonstrates creative problem solving with focus on teamwork and collaboration
- Monitoring waiting room and assessing patient and guests’ needs as they wait
- Setting up payment arrangements for patients
- The individual is responsible for independently receiving, documenting, investigating, and coordinating responses on complaints
- Coordinates Physician reassignments with sensitivity, maintaining privacy, and following COH Enterprise- wide guidelines
- Maintains knowledge and understanding of Federal, State and HealthEast guidelines for managing patient complaints and grievances
3
Responsibilities For Patient Advocate / Social Media Specialist Resume
- Patient Advocate and HIPAA Training. Conducts customer service training for clinic patient advocates and MDG staff
- The Patient Advocate is also responsible for maintaining a calm and caring environment among staff, patient families and volunteers
- Answer direct incoming calls from patients, referring physician offices and hospitals
- Contact referring physician offices to request authorizations, referrals or any other pertinent missing new patient information
- Interface with other internal departments to resolve billing, referral, authorization and scheduling issues
- Monitors waiting room and assessing patient and guests’ needs as they wait
4
Responsibilities For Patient Advocate / Medical Claims Specialist Resume
- General understanding of Patient Accounting System
- Provide RELATE & Service Recovery Training as well as other Customer Service Trainings for staff as needed
- Notarize Advance Directives for DUHS/PDC patients by request; serve as a resource to answer questions regarding Advance Directives
- Performs financial clearance function including collections
- Trains and mentors’ new hires on policies and procedures of the department, facility protocol, and various operating systems
- Support Field Sales Representatives with ordering of supplies
- In conjunction with the Risk Manager, investigates and analyzes risks to the organization, including sentinel events and near-miss events
- Knowledge of scheduling tasks, office policies/procedures, and proper completion of all required documents
- Patient Advocate Community Outreach. Seeks out ways to market the Medical Groups commitment to providing exceptional customer service
5
Responsibilities For Patient Advocate for Per Diem Shifts Resume
- Liaison for referring physicians’ offices and/or assigned group of patients
- Quality Risk Event Incident Reporting System
- Supports staff in the facilitation of Service Recovery opportunities responding to the needs and concerns of patients, families and other customers
- One of the primary resources for understanding the internet based tool and provides educational support to new and current users
- Available and agreeable to shift rotation of hours and area, including Emergency Department and Information Desk
- Demonstrable commitment to continuing education and interest in health care matters
6
Responsibilities For Patient Advocate for Day Shifts Resume
- 4) monitoring the status of complaints to facilitate continuous progress towards ultimate resolution
- Manage individual customer accounts where high-risk/sensitive
- Resolve patient complaints where possible, escalate to team lead where unable to resolve
- Perform account reviews and transfer patients to Self-Pay department when determined there is a final patient balance
- Performs patient rounds to extend hospitality and to provide information
- Facilitates services for ADA services
7
Responsibilities For Reimbursement Specialist Patient Advocate Resume
- Supports staff in the facilitation of service recovery opportunities as well as maintain stock of service recovery supplies
- Serves as a resource and consultant for patient rights, advance directives and the patient grievance process
- Assists in resolution of lost patient valuables
- Assists in the provision of language services and interpreters as well as report data and trends
- Maintains documentation of complaints and reports data as well as any trends
8
Responsibilities For Patient Advocate Lead-bariatrics Resume
- Supports service excellence initiatives through internal and interdepartmental strategies
- Facilitate resolution of complaints/grievances/requests for Patients & Visitors for assigned Clinical Service Unit
- Respond to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff
- Document patient/visitor concerns to include patient demographic data, synopsis of incident, actions taken to resolve, and outcome; input in the Feedback Monitor database
- Compose letters or e-mails to patients, visitors, or PDC/Health System physicians, leadership, ensuring grammatical accuracy and according to the terms of the Duke Grievance Policy
- Coordinate interventions/services with PDC Customer Service and Patient Relations, Patient and Visitor Relations and Risk Management
- Collaborate with unit leadership to meet customer service and clinical quality outcomes for the customer service segment of the balanced scoreboard on assigned CSU
- Identify systems related problems, via patient/visitor data, and work collaboratively with physicians, administrators and staff to resolve
- Conduct monthly accountability and variance analysis of balanced scorecard customer service outcomes
9
Responsibilities For Patient Advocate Triage Resume
- Analyze complaint/grievance data and collaborate with CSU Leadership and staff on a monthly basis
- Develop a consultant relationship with assigned clinics/units to build and sustain a patient/customer-focused culture
- Participate on committees, work groups, and/or process improvement teams that improve patient/customer satisfaction
- Influence change across the CSU
- Meets new patients in assigned service area(s). Orients new patients to the clinical service and the institution
10
Responsibilities For Patient Advocate Field Representative Resume
- Ensures patients know the names of the housekeeper and tray passer
- Assuming responsibility of, or joining teams assembled for the creation and implementation of special projects, program development, and business development initiatives (with associated financial analysis), aiming to increase excellence in care within the range of services offered by Radiology Alliance, PC
- Clinical background in radiology support, interventional radiology or radiology administration
- Knowledge of Radiology Systems
- Assists market leadership with the review and documentation of employee work effort on account work and provides feedback to staff
- Assists market leadership with the compilation and analysis of various monthly reports. (I.E. Month End data, Aging, Trending, Cancellations, Inventory Reconciliations, facility census review, etc.)
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