Description:
The Patient Care Advocate acts as the primary liaison between patients, providers, and internal departments to ensure a seamless and compassionate care experience. This role demands precision, empathy, and a solid understanding of the U.S. healthcare and DME (Durable Medical Equipment) processes.
Key Responsibilities
- Manage patient order intake and ensure accurate, timely processing.
- Handle patient supply inquiries and resolve any service-related issues.
- Coordinate with internal teams, doctors, and insurance providers to address patient concerns.
- Conduct patient outreach calls — including onboarding, wellness checks, birthdays, and follow-ups.
- Perform insurance eligibility checks and take appropriate follow-up actions.
- Conduct patient satisfaction surveys and document outcomes.
- Coordinate with doctor offices and insurance carriers to troubleshoot ongoing orders.
- Obtain and process prior authorization requests (PAR) and verify insurance coverage.
- Maintain precise and updated patient records while meeting productivity and compliance targets.
Mandatory Skills & Experience
- 1–2 years of experience in DME/Medical Supplies (U.S. healthcare market).
- Proficiency in Brightree or similar EHR/CRM systems (proficiency test required).
- Strong knowledge of HCPCS and ICD-10 coding, Medicare/Medicaid billing, and U.S. insurance plans (especially in the DMV region – DC, Maryland, Virginia).
- Excellent English communication skills (verbal and written).
- Exceptional attention to detail, documentation accuracy, and system navigation.
- Basic understanding of DME products and patient care coordination.
- Ability to work independently and meet deadlines in a fast-paced environment.