Patient Relations Manager

As a Patient Relations Manager at Ally Medical Emergency Room, you will serve as the primary point of contact for patients, providing comprehensive assistance and support throughout their healthcare journey. You will be responsible for addressing patient inquiries, resolving billing-related issues, and ensuring patient satisfaction through effective communication and collaboration with medical, billing, and front office staff.

Duties/Responsibilities:

Patient Support:

• Assist patients over the phone, via email, and through Podium messages in understanding their medical bills, insurance claims, and payment processes.
• Address inquiries and resolve billing-related issues promptly and professionally through these communication channels.
• Serve as the primary point of contact for patients, providing assistance, information, and support throughout their visit to Ally Medical Emergency Room.

Care Relief Program Application Processing:

• Process financial assistance applications, conduct eligibility assessments, verify documents, evaluate applications, and notify patients of their application status.
• Document and follow up accordingly to ensure timely communication and resolution.

Complaint Resolution:

• Address, collaborate, escalate, and resolve patient complaints and concerns promptly and effectively, demonstrating empathy and professionalism in all interactions.
• Maintain clear and open communication channels between patients, their families, and the medical, billing, and front office staff to ensure patients' needs are met.

Documentation and Compliance:

• Maintain accurate records of patient interactions, billing inquiries, and resolutions.
• Ensure compliance with all applicable healthcare regulations and policies, including HIPAA, while handling patient information and interactions.
• Document and fulfill medical records requests for continuity of care and patient requests.

Data Collection and Reporting:

• Gather feedback from patients to compile data on patient experiences.
• Regularly report on key performance indicators related to patient satisfaction and suggest process improvements.

Continuous Improvement:

• Stay updated on changes in healthcare billing practices, insurance regulations, and patient assistance programs.
• Suggest process improvements to enhance patient satisfaction and billing efficiency.

Required Skills/Abilities:

• Strong interpersonal and communication skills, with a focus on empathy and compassion.
• Excellent problem-solving and conflict resolution abilities.
• Knowledge of healthcare regulations, including HIPAA.
• Ability to work independently and collaboratively in a fast-paced environment.
• Exceptional organizational skills and attention to detail.
• Proficiency in Microsoft Office Suite and healthcare information systems.

Education and Experience:

• Bachelor's degree in healthcare management, business administration, or a related field preferred.
• Minimum of 3 years of experience in patient relations or a related role in a healthcare setting.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• All employees of Ally are responsible for complying with all privacy and security laws and internal policies and procedures. You will play an active role in protecting the company's sensitive data and ensuring that our patient's information is treated with the utmost care and confidence. You are responsible for reporting any concerns or infractions that you become aware of so that the company may appropriately address them.
• All employees are responsible for protecting the credentials provided to you to access Company (and customer, where applicable) networks, systems, and data.
• Employees are responsible for maintaining the confidentiality of all Ally Medical’s and customer data to which you are granted access. Any suspected compromises of Ally Medical proprietary data or customer data must be reported to Management immediately.
• All employees must adhere to the Company’s Information Security Policy and Procedures and support standard operating procedures to protect Company systems and data.
• Employees must alert management immediately of any expected system or data compromises and/or system failure impacting the security, confidentiality, availability and integrity of Ally Medical and customer data.
• All employees are required to attend an annual Information Security Awareness Training.