Advocate Health Care

Department:

37722 Regional Non Enterprise Corporate - Patient Services

Status:

Full time

Benefits Eligible:

Yes

Hours Per Week:

40

Schedule Details/Additional Information:

Weekdays

Job Summary

Manages unique business lines within Global Healthcare Services of Atrium Health. The core responsibilities of the position are customer relationship management, leadership, and patient care coordination.

Essential Functions

• Serves as a liaison among assigned business lines - embassy offices, insurance agencies, employers, public and private institutions nationally and internationally, Atrium Health, and other parties involved.
• Facilitates referrals from assigned business lines - embassy offices, insurance agencies, employers, companies, public and private institutions abroad, individuals, and Atrium Health affiliates.
• Leads quality customer relationship management (CRM) by assessing client needs, coordinating applicable customer services before, during and after patient's stay.
• Develops and meets financial/marketing/customer satisfaction targets within the assigned business lines.
• Increases quality referrals by 10% annually (subject to adjustment by each business line).
• Increases the revenue through the assigned business lines by 10% annually (subject to adjustment by each business line).
• Develops and fosters relationships with designated clientele.
• Conducts quality customer service management (CRM) by coordinating thorough services and service recovery.
• Ensures upfront deposits of all planned services.
• Obtains Letter of Authorizations (LOA) or upfront deposits prior to the planned services and collects outstanding balances.
• Maintains the number of “verbally approved” LOA at minimum (10%) and follows up daily with embassy/insurance agencies for delayed LOA.
• Manages patient expectations and conducts timely and effective service recovery (SR) for internal and external clientele.
• Develops and presents monthly reports of analysis, goals and/or achievements.
• Assist JHI Finance/Billing with collection of outstanding bills. When necessary, directly negotiates with the payers/sponsors/patients.
• Increases collection rates as applicable.
• Provides updates to Managers and Finance/Billing with progress and problems.
• Researches, analyzes, and reports information regarding responsible cases, client needs and marketing efforts.
• Demonstrates strong leadership and teamwork. Works closely and favorably with other Program Managers and Atrium Health staff members.
• Supervises, trains and organizes assigned staff members.
• Coordinates patient care aligned with assigned business line.

Physical Requirements

Work involves a great deal of patient and family contact, which requires walking considerable distances throughout the hospitals on a daily basis. Domestic and/or international travel required.

Education, Experience and Certifications

Bachelor's degree required, Master's degree preferred. Advanced proficiency in oral and written English and foreign language (when required for the assigned business lines). Comprehensive understanding of international health care, hospital policies and procedures. Extensive cultural, economic, and political knowledge of the targeted regions from which clients originate. Knowledge of project analysis, planning, implementation and evaluation. Knowledge of medical terminology and anatomy preferred. The ideal candidate would possess international experience.

Pay Range

$37.50 - $56.25

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

• Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
• Premium pay such as shift, on call, and more based on a teammate's job
• Incentive pay for select positions
• Opportunity for annual increases based on performance

Benefits and more

• Paid Time Off programs
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
• Flexible Spending Accounts for eligible health care and dependent care expenses
• Family benefits such as adoption assistance and paid parental leave
• Defined contribution retirement plans with employer match and other financial wellness programs
• Educational Assistance Program

About Advocate Health

Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.