Patient Advocate
RemoteMumbai, Maharashtra, India
Job Summary
Manage inbound and outbound patient communications regarding medical bills, insurance claims, account balances, and reimbursement inquiries while educating patients on benefits and out-of-pocket responsibilities. Research and resolve billing concerns by reviewing account notes, claim status, and payer communications, then collaborate with Accounts Receivable and Billing teams to address complex issues and support appeals. Accurately document all interactions and resolution efforts within designated systems, ensuring compliance with HIPAA regulations and company standards. Monitor phone queues throughout assigned night shifts, process mailing requests, and participate in team meetings to identify process improvement opportunities.
Required Qualifications
- Bachelor's degree preferred or equivalent healthcare revenue cycle experience
- 2+ years of experience in U.S. healthcare Revenue Cycle Management (RCM), medical billing, accounts receivable, patient services, or related healthcare operations
- Experience supporting U.S. healthcare providers, physician groups, hospitals, or healthcare outsourcing organizations
- Experience handling patient billing inquiries and insurance-related issues
- 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
- Working knowledge of commercial insurance, Medicare, Medicaid, and managed care plans
- Excellent verbal and written English communication skills
- Strong analytical, problem-solving, and customer service skills
- Ability to work independently while managing multiple priorities
- Must be able to lift 50 lbs
Desired Qualifications
- Experience supporting U.S. healthcare organizations
- 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
- Familiarity with medical terminology, CPT, ICD-10, and HCPCS concepts
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