Patient Advocate-Patient Access - Full-time / Part-time

Effectively captures patient liabilities while providing financial counseling to patients/guarantors, who require assistance in seeking and applying for healthcare funding (e.g., Charity Care, MediCal, or other local/governmental assistance programs) and/or require assistance in reviewing and establishing payment options while during pre-registration activities or at the site of service. Determines the financial status of the patient during the financial counseling process and coordinates benefit authorization and management. Ensures compliance and exceptional customer service when working with patients/guarantors.

Supports the success of a high-performing shared services organization by helping to champion and drive the long-term Sutter Shared Services vision. Helps foster an environment in which continuous improvement in business processes and services is welcomed and recognized. Participates in programs and in using tools in support of building a high performance culture via the standard Sutter Shared Services responsibilities (e.g. performance measurement, people development, customer relationship management, etc.). High School or equivalent (GED) required. Certified Healthcare Access Associate (CHAA) and/or Certified Patient Account Technician (CPAT) and/or Certified Revenue Cycle Representative (CRCR) or equivalent education and experience preferred.

Experience within a hospital or clinic environment, an insurance company, managed care organization or other financial service setting, performing financial counseling, financial clearance and/or customer service activities as typically acquired in two years. Completion of regulatory/mandatory certifications and skills validation competencies preferred. Experience executing Patient Access standards, processes, policies, procedures and service level agreements preferred.

Knowledge of insurance and governmental programs, regulations and application processes (e.g., Medicare, MediCal, Social Security Disability, Champus, Supplemental Security Income Disability, etc.), managed care contracts and coordination of benefits is required. Knowledge of medical and insurance terminology as well as an understanding of healthcare insurance is required. General knowledge of patient access financial counseling functions in acute and non-acute settings preferred. Working knowledge of medical terminology and coding desired. Working knowledge of applicable Federal, State, and local laws and regulations desired.

Excellent time management skills and the ability to manage frequent in-person and/or phone patient contacts while effective maintaining and documenting data in the patient registration/accounting systems. Excellent verbal and written communication and active listening skills. Interpersonal skills necessary in dealing with internal and external customers; must develop positive relationships with clinical staff to maximize the benefit and effectiveness of the financial counseling function (e.g., Nursing notifies Financial Counselor of when an elusive family member is visiting patient). Accuracy and attentiveness to detail required. Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Sutter Health. Must be able to set and organize own work priorities, and adapt to change. Must be able to work concurrently on a variety of tasks/projects in an environment that may be stressful with individuals having diverse personalities and work styles. Ability to meet or exceed targeted customer service, productivity and quality standards. Fluency in both English and a minimum of one other language is preferred for this role to allow Sutter Health to better serve the community and patient population. Requires the ability to work with and maintain confidential information.