Patient Advocate

Patient Support & Communication

Revenue Cycle & Claim Support

Documentation & Account Maintenance

Daily & Weekly Responsibilities

• Monitor patient phone queues and service channels throughout assigned shifts.
• Respond to patient inquiries and complete follow-up activities within established timelines.
• Process assigned printing and mailing requests accurately and efficiently.
• Review outstanding patient issues and coordinate with AR and operational teams for timely resolution.
• Participate in team meetings, quality reviews, and training sessions.
• Identify trends in patient inquiries and communicate opportunities for process improvement.

Compliance & Regulatory Requirements

• Maintain adherence to HIPAA regulations and patient privacy requirements.
• Follow all U.S. healthcare compliance standards, payer guidelines, and company policies.
• Maintain awareness of balance billing regulations, patient financial assistance programs, and healthcare reimbursement practices.
• Complete all required compliance, security, and customer service training programs.

Cross-Functional Collaboration

Education & Experience

Preferred Qualifications

• Experience working with U.S.-based healthcare clients from an offshore delivery center.
• Familiarity with healthcare practice management systems, EMRs/EHRs, and RCM platforms.
• Knowledge of denial management, appeals processes, and payer follow-up methodologies.
• Previous experience in a patient advocacy, customer service, or healthcare call center environment supporting U.S. healthcare operations.

Knowledge & Skills

• Strong understanding of U.S. healthcare revenue cycle workflows, including: Patient registration and eligibility verification Insurance verification and benefits review Medical billing and claim submission Payment posting and reconciliation Accounts receivable follow-up Denials and appeals management Patient collections and financial responsibility
• Patient registration and eligibility verification
• Insurance verification and benefits review
• Medical billing and claim submission
• Payment posting and reconciliation
• Accounts receivable follow-up
• Denials and appeals management
• Patient collections and financial responsibility
• Working knowledge of commercial insurance, Medicare, Medicaid, and managed care plans.
• Familiarity with medical terminology, CPT, ICD-10, and HCPCS concepts preferred.
• Excellent verbal and written English communication skills.
• Strong analytical, problem-solving, and customer service skills.
• Ability to work independently while managing multiple priorities.

Performance Expectations & Key Metrics

Benefits

• Annual Public Holidays as applicable
• 30 days total leave per calendar year
• Mediclaim policy
• Lifestyle Rewards Program
• Group Term Life Insurance
• Gratuity
• ...and more!