Patient Advocate

Here at Harris, we have 5 different business verticals, Public Sector, Healthcare, Utilities, Insurance and Private sector, with over 12,000 employees and more than 100,000 customers located in 200 countries around the globe. We need your help to keep growing and we hope you can become an integral part of the Harris family.

Job Description-Patient Advocate (US Healthcare RCM)

Business Unit: Benchmark Solutions

Position Summary

The Patient Advocate serves as a key liaison between patients, healthcare providers, insurance payers, and internal Revenue Cycle Management (RCM) teams. This role is responsible for assisting patients with questions related to medical billing, insurance claims, account balances, payment responsibilities, and claim status while delivering exceptional customer service.

The ideal candidate will have experience supporting U.S. healthcare organizations and possess a solid understanding of the American healthcare system, medical billing, insurance processes, and revenue cycle workflows. Because this role involves direct interaction with U.S. patients, candidates must demonstrate exceptional verbal communication skills with clear, fluent, and professional English-speaking abilities.

Work Mode: Remote

Shift: (Night Shift)

Location: Mumbai(Vikhroli)

Key Responsibilities :

Patient Support & Communication

• Manage inbound and outbound patient communications regarding medical bills, insurance claims, account balances, payments, and reimbursement inquiries.
• Educate patients on insurance benefits, deductibles, co-pays, co-insurance, and out-of-pocket responsibilities.
• Provide clear and professional explanations of account activity and available resolution options.
• Maintain a compassionate, patient-focused approach when handling sensitive financial discussions.
• Return patient calls and emails within established service-level agreements (SLAs).

Revenue Cycle & Claim Support

• Research and resolve patient billing and balance concerns by reviewing account notes, claim status, payment postings, and payer communications.
• Collaborate with Accounts Receivable (AR), Billing, Coding, and Account Management teams to address complex patient issues.
• Assist with claim follow-up activities, including reviewing claim status and identifying barriers to reimbursement.
• Support appeals, reconsiderations, and patient correspondence as directed.

Documentation & Account Maintenance

• Accurately document all patient interactions, account activity, and resolution efforts within Benchmark and other designated systems.
• Maintain detailed records of patient inquiries, follow-up activities, and account updates.
• Ensure all account documentation meets company standards for quality, accuracy, and compliance.

Daily & Weekly Responsibilities

• Monitor patient phone queues and service channels throughout assigned shifts.
• Respond to patient inquiries and complete follow-up activities within established timelines.
• Process assigned printing and mailing requests accurately and efficiently.
• Review outstanding patient issues and coordinate with AR and operational teams for timely resolution.
• Participate in team meetings, quality reviews, and training sessions.
• Identify trends in patient inquiries and communicate opportunities for process improvement.

Compliance & Regulatory Requirements

• Maintain adherence to HIPAA regulations and patient privacy requirements.
• Follow all U.S. healthcare compliance standards, payer guidelines, and company policies.
• Maintain awareness of balance billing regulations, patient financial assistance programs, and healthcare reimbursement practices.
• Complete all required compliance, security, and customer service training programs.

Cross-Functional Collaboration

• Partner with Accounts Receivable, Billing, Coding, Credentialing, and Account Management teams to resolve patient concerns.
• Escalate payer, coding, or reimbursement issues to appropriate departments when necessary.
• Support organizational goals related to patient experience, revenue cycle performance, and operational excellence.

Required Qualifications

Education & Experience

• Bachelor's degree preferred or equivalent healthcare revenue cycle experience
• 3+ 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 preferred.
• Experience handling patient billing inquiries and insurance-related issues.

Preferred Qualifications

• 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.

Knowledge & Skills

• 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.
• Familiarity with medical terminology, CPT, ICD-10, and HCPCS concepts preferred.
• Excellent verbal and written English communication skills.
• Strong analytical, problem-solving, and customer service skills.
• Ability to work independently while managing multiple priorities.

Performance Expectations & Key Metrics

• Deliver professional, empathetic, and patient-centered service.
• Meet established productivity and quality standards.
• Maintain accurate account documentation and patient records.
• Achieve expected call handling, response time, and follow-up metrics.
• Ensure timely completion of assigned claim, mailing, and patient support activities.
• Demonstrate strong issue resolution and patient satisfaction outcomes.

Benefits:

• Annual Public Holidays as applicable
• 30 days total leave per calendar year
• Mediclaim policy
• Lifestyle Rewards Program
• Group Term Life Insurance
• Gratuity
• ...and more!