Job Overview
We are seeking a dedicated and proactive Patient Supply Advocate specializing in Urology Support to join our healthcare team. The Patient Supply Advocate (Urology Support) provides compassionate, phone‑based assistance to urology patients who rely on HME for their ongoing medical supply needs. This role combines patient advocacy, customer service, and insurance coordination to ensure patients receive the correct products, on time, with the required clinical documentation. Advocates support patients through sensitive conversations, troubleshoot supply or product concerns, verify insurance coverage, and work closely with physician offices to obtain prescriptions, medical records, and authorizations. The Advocate serves as a knowledgeable, empathetic point of contact who helps patients navigate complex medical and insurance processes with clarity and confidence..
Responsibilities and Duties:
- Assist patients with Ostomy, Urologic, and Enteral product needs.
- Contact patients per schedule to coordinate resupply shipments.
- Verify patient information, insurance details, and resupply requirements.
- Communicate with referral sources, manufacturers and vendors.
- Create delivery purchase orders (POs) and schedule shipments.
- Explain patient financial responsibility and take patient payments where applicable.
- Clarify Explanation of Benefits (EOB) and insurance claim processing when patients call with questions.
- Work on product recalls, verifying if patients have recalled items and replacing them as necessary.
- Monitor inventory levels, track expiration dates, and ensure timely product usage.
- Handle backorders and find suitable alternate items.
- Identify and remove discontinued inventory items.
- Understand insurance coverage criteria and utilization limits to prevent billing errors.
- Assist with sending and logging Certificate of Medical Necessity (CMN) forms.
- Willingly accepts other duties as assigned.
Minimum Knowledge, Experience & Skills Requirements:
- High school diploma or equivalent (required).
- 1-2 years of healthcare or clinical/administrative experience or 12 months experience in HME’s Customer Service Specialist 1 role (required)
- Medical terminology experience (preferred)
- 1-2 years explaining insurance benefits, claims and collection practices to patients (preferred)Must be organized, detail-oriented, and possess effective communication skills.
- Must be capable of prioritizing, problem solving, and handling multiple tasks of critical importance and function well in an atmosphere of stress.
- Must maintain the privacy and confidentiality of all staff and clients in line with HIPAA standards.
- Possess knowledge of medical terminology within Home Health or Hospice.· Must provide excellent customer service to clients and maintain professionalism, including professional phone etiquette.
Essential Functions & Work Requirements:
- Ability to effectively communicate at all levels within the organization through written and two-way verbal communication.
- Attention to detail to ensure overall patient care.
- Able to read and write at a high school graduate level.
- Able to lift 10 to 20 pounds.
- Able to sit or stand for extended periods of time.
- Able to operate various office equipment (e.g., personal computer, telephone, fax machine, copier, etc.)
- Available to work (40 hours/week) Monday- Friday during our normal business hours (8:30 – 5:00).
These statements are intended to describe the general nature and level of work performed by teammates assigned to this job classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required.
Join us as a Patient Supply Advocate (Urology Support) to deliver exceptional service that improves patient outcomes. Together we can make a real difference!
Pay: $24.00 - $26.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: In person
