Role Description The Patient Advocacy Specialist I serves as the primary point of contact for patients seeking assistance with their medical claim needs. This role is responsible for addressing patient inquiries, resolving concerns, and guiding patients through the medical claims process. The Specialist ensures patients have a positive experience and are well-informed about their claim options, benefits, and available services, while thriving in a fast-paced environment. - Handle a variety of inbound and outbound calls from patients regarding healthcare questions and concerns - Provide first-call resolution whenever possible - Navigate multiple systems to gather and verify information, resolving questions, issues, and requests - De-escalate tense situations and turn them into constructive, solution-focused conversations - Build rapport with callers using a friendly, courteous, and professional approach - Verify and update patient demographic information in the system as needed - Maintain full compliance with all laws and regulations, including HIPAA - Manage calls in a timely manner while maintaining quality and accuracy standards - Provide timely and empathetic assistance to patients regarding medical claim concerns, insurance questions, and general inquiries - Actively listen to patient concerns and offer appropriate solutions while navigating complex healthcare and insurance systems - Guide patients in understanding payment options, insurance claim status, and required forms for the claims process - Accurately document patient interactions and maintain detailed case records - Gather and record patient feedback to help improve services and identify opportunities for process improvements - Collaborate with internal and external stakeholders to ensure efficient problem resolution and accurate communication - Follow up with patients to confirm resolution of issues and satisfaction with services - Resolve complaints, problems, and inquiries to ensure patient satisfaction - Adhere to all HIPAA privacy policies and procedures, ensuring the confidentiality and security of sensitive patient information at all times - Maintain consistent compliance with company attendance policies - Additional job duties as assigned Qualifications - High School Diploma or equivalent required; Associates Degree preferred - 1–2 years of experience in customer service, healthcare, or patient advocacy (preferred) - Familiarity with insurance processes, medical terminology, and healthcare regulations - Proficiency with call center software, CRM systems, and Microsoft Office Suite (Word, Excel, Outlook) - Bilingual skills preferred (e.g., fluency in English and Spanish) - Excellent verbal and written communication skills - Strong interpersonal skills with a professional demeanor - Strong analytical and problem-solving abilities - Time management and organizational skills, with the ability to prioritize effectively - Ability to multitask and handle multiple responsibilities efficiently - Customer service–focused, with a commitment to both internal and external clients - Positive, patient-centered attitude - Adaptability in a fast-paced environment - Ability to work independently with minimal supervision - Proficiency in Microsoft Office Suite (Word, Excel, Outlook) - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment Benefits - Competitive salary, commensurate with experience - Comprehensive benefits package, including 401(k) Plan Company Description Sarnova is an Equal Opportunity Employer. Our mission is to be the best partner for those who save and improve patients’ lives. Excellence in delivering upon our mission is dependent upon having a diverse team that is empowered to bring their full, authentic self to work each day. We strive to create a workplace that reflects the communities we serve, and we are passionate about creating an inclusive workplace that promotes and values diversity.