Call Counselor II
$39,520,000–$43,680,000 year
On-siteHampton, Virginia, United States
Job Summary
Answer incoming phone calls to the Non-Profit Program Administration, assisting callers with questions, requests, and concerns regarding co-pay assistance. Conduct initial application intake to determine eligibility, input patient data into the NPPA Co-Pay Assistance database with extreme accuracy, and prepare applications for mailing or faxing physician forms. Create and maintain patient files, follow up with patients and providers, and mentor new team members while adhering to department Standard Operating Procedures. Maintain a quality score of 90% or higher and communicate with the Floor Supervisor for guidance. This role supports the Financial Support Programs division at the Patient Advocate Foundation, requiring compassionate customer service and strong communication skills.
Required Qualifications
- Excellent communication skills
- 3+ years of professional experience in one of the following areas: healthcare environment, social work or health insurance
- Knowledgeable in Microsoft Office products and Operating Systems
- Must be very detail oriented and attentive to quality
- Ability to work independently, retain flexibility and maintain composure under pressure
- Ability to change task with short notice and focus on new task/project
- Must have the ability to work in an environment of continuous process and outcome improvement
Desired Qualifications
- Healthcare related certification(s)
- Medical terminology and knowledge
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