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Job Title Revenue Cycle Customer Advocate
Location Jacksonville, FL
Department Finance
FLSA Status Non-Exempt

Job Summary:

The Revenue Cycle Customer Advocate is responsible for monitoring and responding to customer inquiries and complaints in a prompt, accurate, and objective manner. This is a crucial role in building customer confidence, it requires each inquiry to be addressed professionally with care, efficiency, and empathy.

Essential Duties and Responsibilities:

  • Respond to a high volume of inbound calls, emails and faxes while compassionately handling and resolving questions/concerns.
  • Research complex situations across multiple systems/databases and partner with other resources to resolve customer issues/complaints.
  • Identify and research complaints received from any Law group, State Office or Better Business Bureau and communicate to the appropriate management and/or compliance team.
  • Guide and educate customers with their account status, coverage benefits, rights and responsibilities in accordance with contracted arrangements and applicable appeal rights.
  • Work closely with third-party payors, facilities, vendors and patients throughout the processes to ensure account resolution.
  • Handle sensitive member information with discretion.
  • Update billing system to ensure actions are properly documented.
  • Escalate issues/complaints to Revenue Cycle Management team as appropriate.
  • Review, monitor, track and perform follow-up on all customer complaints.
  • Ensure compliance with State and Federal guidelines.
  • Perform additional duties as assigned.

 Minimum Qualifications and Requirements:

  • High school graduate (or GED)
  • Two years’ experience in EMS and/or Ambulance Revenue Cycle customer service
  • CAC – “Certified Ambulance Coder Certification” or willingness to obtain within 12 months if applicable
  • Must be able to read, write and speak English
  • Demonstrated experience analyzing and resolving customer problems
  • Excellent documentation skills
  • Outstanding interpersonal and communication skills
  • Must portray a positive company image
  • Must be computer literate (i.e. Excel, Word, etc.)
  • Ability to work with minimal supervision; following guidelines and company policy
  • Experience with Medi-Cal, Medicare and Commercial Insurance
  • Collect, interpret, and/or analyze complex data and information
  • Regular attendance and timeliness
  • Good multi-tasking and critical thinking skills


Physical Requirements:

  • Must be able to sit for an extended period of time
  • Frequent repetitive hand movements, standing, walking, reaching and grasping
  • Must be able to hear and communicate clearly to perform job duties in person and over the telephone
  • Adequate vision required to be able to read information from printed sources and computer screens

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