Patient Concern Liaison - Financial Advisor - Concord, CA

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The Financial Assistance Advisor - Patient Concern Liaison is responsible for processing patient concerns, financial assistance applications, and customer service calls. This position will manage and interact with patients and operational departments to address and resolve concerns arising from billing and collections process within the Customer Service department of the Single Business Office for John Muir Health.

Primary Responsibilities

• Patient/Customer Experience: Makes oneself fully available to the patient/ customer, particularly if the patient/customer is going through a critical or challenging period that requires JMH support. Takes actions beyond normal expectations by providing superior quality of care and service. Prevents problems from re-occurring through patient/customer education and/or by addressing faulty procedures or improving upon current work.
  • High Reliability: Demonstrates an open, personal and team commitment to safety and fosters highly reliable performance. Consistently uses professional, accurate, clear and timely verbal, written, and electronic communication to the patient or customer and other team members. Thinks things through to ensure actions are the best possible. Focuses on details at hand to avoid unintended errors. Reports concerns and errors using department-approved tools and processes.
  • Service Recovery: Demonstrates the ability to use the "HEART" model in performing service recovery. Consistently uses the steps of:
    • • Hear the Story
      • Empathize
      • Apologize
      • Respond
      • Thank
• Patient/Customer Communication: Asks a series of clarifying questions to get to the root of a need, situation, problem, or opportunity. Calls on others to get their perspective, background knowledge, information, and experience. Anticipates and prepares for questions, reactions, objections, or misunderstanding when key assumptions are not shared. Adapts communication style and medium to suit both the message and the audience. Contacts patient to schedule visit and keeps patient updated of changes to schedule.
• Quality & Performance Improvement: Adheres to standard policies and procedures. Strives to surpass past performance levels. May focus on new or more precise ways of meeting performance objectives than those set by management. Participates in Quality improvement processes.
• Teamwork: Works well with others. Collaborates effectively by keeping team members informed about developments or action that may affect them or the team. Participates in team discussion to ensure that patient care/customer service is delivered in an effective and collaborative manner. Demonstrates commitment to JMH's Core Values.
• Patient Accounts
  • Financial •
    • Monitor and resolve patient financial applications within departmental timeframes, guidelines and procedures.
    • Refer patient charge inquiries or care concerns to appropriate clinical staff, when appropriate.
  • Customer Service
    • Monitor and resolve patient concerns, received in writing, escalated by Customer Service Specialists, or arise from communication with vendors.
    • Coordinate with appropriate internal departments and ensure timely follow-up and resolution to patient concerns and inquiries.
• Department Operations
  • QA: Track all department notification issues for quality assurance
  • Improvement: Identify opportunities for system and process improvement and submit to management.
• Customer Service/Liaison: Act as Customer Service Specialist I as needed upon Supervisor request.
• Work Assignment - Customer Service: Consistently meet the current productivity standards by managing a high number of patient issues and financial assistance applications and applying accurate and complete independent problem-solving skills to personally resolve patient questions.
• Leadership Functions - Goals and Objectives
  • Provide individual contribution to the overall team effort of achieving the department AR goal.
• Confidentiality
  • Competency: Demonstrate knowledge of John Muir Health System Health Insurance Portability and Accountability Act (HIPAA) privacy standards and ensure compliance with system Protected Health Information (PHI) privacy practices.
  • Joint Commission: Complies with all Health Insurance Portability and Accountability Act (HIPAA) and Joint Commission on Accreditation of Healthcare Organizations (JCAHO) standards as well as the rules and regulations for any outside government regulatory agency, including the processing of appropriate forms and paperwork.

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma/GED (or higher)
• 4+ years of Healthcare Industry experience
• 2+ years of Customer Service experience in a healthcare setting
• Knowledge of PC applications including Ability to create and modify spreadsheets, documents, and emails within Microsoft Office including Excel (create and edit data in spreadsheets), Word (create and edit documents), and Outlook (email and calendar management)
• Basic knowledge of medical terminology
• Must be able to work onsite in Concord, CA
• Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

Preferred Qualifications:

• 2+ years of Revenue Cycle - Billing follow up
• Knowledge of EPIC applications
• Bilingual in English and Spanish or any other language
• Experience using Ten key by touch
• Previous experience working in a customer service or billing role in a hospital or physician's office setting.
• Telephonic Customer Service Experience

UnitedHealth Group requires all new hires and employees to report their COVID-19 vaccination status.

Military & Veterans find your next mission: We know your background and experience is different and we like that. UnitedHealth Group values the skills, experience and dedication that serving in the military demands. In fact, many of the values defined in the service mirror what the UnitedHealth Group culture holds true: Integrity, Compassion, Relationships, Innovation and Performance. Whether you are looking to transition from active duty to a civilian career, or are an experienced veteran or spouse, we want to help guide your career journey. Learn more at

Learn how Teresa, a Senior Quality Analyst, works with military veterans and ensures they receive the best benefits and experience possible.

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Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity / Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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