UW Physicians -
701 Fifth Ave, Ste 700
Seattle , WA , United States
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Patient Advocate at UW Physicians

Updated: October 18, 2017

The Patient Account Advocate is responsible for overseeing the dispute resolution process; ensuring the appropriate handling or routing of complex patient inquiries and difficult patient interactions; and serving as the "point of contact" for all sites for billing inquiries and disputes.



  • Associate's degree required. Experience in lieu of degree will be considered.



  • 4 years experience working directly with patient accounts and patient contact in a call center, large medical clinic or large group practice.
  • None required.


Knowledge, Skills & Abilities:

  • Knowledge of ICD-9/10, CPT and HCPCS coding and medical terminology.
  • Knowledge of Medicare and Medicaid billing practices.
  • Ability to maintain confidentiality and handle sensitive information with solid judgment and discretion.
  • Ability to prioritize workload and meet quality and production standards.
  • Ability to read and understand written sentences and paragraphs in work related documents.
  • Ability to work well with a variety of people and be a team player.
  • Excellent oral and interpersonal communication skills, with the ability to convey a positive and professional image in person, and to interact effectively with diverse personalities and backgrounds.
  • Excellent typing/keyboarding skills with a high degree of accuracy to input data, process information and extract information in various report and presentation formats.
  • Knowledge of the structure and content of the English language including the meaning and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Strong customer service and relationship management skills.



  • Proficiency with Windows based software and Microsoft Office Suite products in a network environment.
  • Research, monitor, and coordinate the resolution of billing complaints/disputes issues, updates and maintains accounts by taking appropriate follow-up actions including coding reviews and notifying stakeholders.
  • Act as point of contact with all sites of practice regarding billing complaints and disputes.
  • Interact with patients via telephone contact and written correspondence informing them of the status of their issue(s).
  • Review complex patient inquiries and directs them to appropriate staff for resolution
  • Review handling of various inquiries and provides quality assurance and follow-up to staff members as needed.
  • Assist the Supervisors and Manager in identifying training issues and opportunities for improvement.
  • Update and maintain accounts by taking appropriate follow-up action as a part of issue resolution.
  • Maintain issues tracking spreadsheets for complaints and disputes.
  • Assist with patients by providing technical assistance with complex or problematic accounts, assist with incoming calls during high volumes and handles escalated calls.
  • Assist Patient Inquiry team in handling difficult calls when the caller, Patient Account Representative or Patient Account Specialist escalates the call.
  • Assist Patient Accounts Specialists with walk-in patients when necessary.
  • Work self-pay follow-up work queues as assigned.
  • Interact with UWMC Risk Management office and provides appropriate handling of all matters pertaining to risk management investigations
  • Take appropriate action on patient UWP accounts as directed by the UWMC Risk Management department.
  • Back up the call queue during high call volumes to assure the patient/customer receives the highest level of service possible.
  • Perform other duties, as assigned.