The Patient Services Advocate functions in a patient communication role. Facilitates patient access to care
throughout the registration, scheduling, and communicative processes. This role sets the tone for the entire
patient experience by greeting patients and visitors and directing them accordingly, as well as all other patient
access responsibilities. Appropriate and courteous facilitation of the patient care process to ensure delivery of an
exceptional patient experience. Advocates and meets the needs of all patients and prioritizes the patient
experience in response to a wide range of duties including but not limited to registration and pre-registration,
adherence to financial and cash control policies, and building and maintaining collaborative relationships with
internal and external clients, leading to unmatched services.
Patient Services Advocate for Medical Mall Imaging Center
Ensures that patient demographic, insurance information, verification and eligibility have been established and
accurately documented.
Verifies pre-certifications and facilitates any required changes
Coordinates rescheduling in the event that prior-authorization is not obtained the day before scheduled
treatment or diagnostics
Obtains financial clearance.
Collects deductibles, co-pays, and other fees associated with services provided, and/or facilitates referral to
financial counseling.
Advanced Patient Liability Collection Performance and high achievement in productivity
Documents and communicates with clinical staff, physicians, administrators, and patients regarding insurance
problems and/or discrepancies, and verifies all insurance information accurately.
Answers phones in a timely and professional manner and directs calls accordingly.
Welcome patients and their families and assist with the registration process.
Initiates and prepares correspondence as needed.
Ensures that the patient information is collected and that patients are aware of their rights to make decisions
regarding their healthcare, conditions of admission, patient rights and financial responsibilities, hospital policies
and procedures.
Adhere to infection control/ safety guidelines as well as patient confidentiality policies through HIPAA compliance
Facilitates exceptional Patient Experience.
May perform other related duties as assigned.
Associate's Degree or equivalent experience preferred
Up to 1 year Service industry experience and healthcare experience is preferred.
Knowledge: Current Procedural Terminology (CPT), Internal Classification of Diseases (ICD), Medical Terminology, EMR/ HER,
HIPAA Current Regulatory Guidelines and Requirements.
Skills: Organizational, Verbal and Written Communication, Detail Oriented, Analytical and Problem Solving, Office Software
Applications. Customer-Service Oriented, Data Entry, Cycle Management
Appalachian Regional Healthcare (ARH), the Healthcare System of Appalachia, and ranked as one of the Top 10 Employers in Kentucky by Forbes Magazine, is a not-for-profit health system operating 13 hospitals in Barbourville, Hazard, Harlan, Hyden, Martin, McDowell, Middlesboro, Prestonsburg, South Williamson, West Liberty and Whitesburg in Kentucky; as well as Beckley and Hinton in West Virginia, as well as multi-specialty physician practices, home health agencies, home medical equipment stores and retail pharmacies. ARH employs more than 6,000 people with an annual payroll and benefits of $330 million generated into our local economies. ARH also has a network of more than 600 active and courtesy medical staff members. ARH is the largest provider of care and single largest employer in southeastern Kentucky and the third largest private employer in southern West Virginia, and is consistently recognized for its medical excellence.
