Financial Advocate Contact Center - Midwest

Advocate Health and Hospitals Corporation•Charlotte, NC

5d•Remote

About The Position

The Financial Advocate Contact Center role is responsible for calculating and providing patients with personalized estimates of their financial responsibility based on their insurance coverage prior to service. This role involves clearly and accurately communicating patient liability, explaining concepts like deductibles, coinsurance, and copayments, and how they affect the cost of care. The Financial Advocate also explains how non-covered and out-of-network services impact out-of-pocket costs, requests upfront payment for self-pay amounts and previous balances, and establishes payment arrangements when applicable. Additionally, the role involves interviewing uninsured patients to assess financial needs, identifying and coordinating assistance programs, and continuing follow-up efforts to secure a funding source for services. This position requires initiating credit scoring to determine eligibility for Medicaid, charity care, and other programs, and working with social workers or external vendors to complete Medicaid applications. The Financial Advocate must demonstrate a working knowledge of various insurance benefits, stay informed of market changes, and educate offices/patients on applicable organizational policies. Coordination with provider offices regarding scheduling and financial responsibility is also key. The role requires staying current on government funding regulations, understanding and complying with internal charity care policies, and articulating federal regulations around 501R. Performing in a HIPAA-compliant manner and collaborating with peers for uninsured patients or those concerned about costs are essential. The role serves consumers in various settings, including virtual, bedside, Emergency Department, clinic, Urgent Care, consult space, or a Financial Resource Specialist office.

Requirements

High School Graduate, or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED).
Typically requires 2 years of experience in Patient Access, health care, insurance industry, or in a customer service setting.
Ability to communicate clearly and proactively to management about issues involving customer service and process improvement opportunities.
Ability to articulate explanations of HIPAA and EMTALA regulations as they relate to all patient interactions within the operational flow involving the Financial Advocate, either virtually or in person.
Has solid knowledge of how various types of insurances operate related to denials and appeals processes.
Basic medical coding knowledge.
Understanding of insurances, billing and denials
Ability to use a combination of scripted notes and clear, written communication when documenting in patients’ accounts.

Nice To Haves

This position requires travel, therefore, will be exposed to weather and road conditions.

Responsibilities

Calculates and provides patients with personalized estimates of their financial responsibility based on their insurance coverage prior to service.
Communicates patient liability clearly and accurately while adequately explaining concepts such as deductibles, coinsurance, and/or copayments and how they may affect the cost of care.
Explains how non-covered and out-of-network services factor into the out-of-pocket cost.
Requests upfront payment toward self-pay amounts, including estimated out-of-pocket costs and outstanding previous balances.
Establishes payment arrangements in advance of scheduled services when applicable, communicating due dates and the amount of each installment.
Interviews uninsured patients to assess for qualifying financial needs.
Identifies available assistance programs and coordinates with patient to complete paperwork and applications for any potential coverage(s).
Continues follow-up efforts to obtain a funding source for patient’s health services.
Initiates credit scoring to determine each patient’s eligibility for Medicaid, hospital-sponsored charity care, and other programs through a comprehensive patient interview.
Works in conjunction with state social worker and/or outside eligibility vendor to assist in the appropriate completion of Medicaid applications, ensuring this funding source is maximized based on patients’ eligibility.
Demonstrates working knowledge of insurance benefits, insurance companies, and Marketplace insurance options, and stays informed of other payer sources entering the markets.
Educates physician office/patient on the organization’s applicable policies such as Financial Assistance Policy, Patient Financial Responsibility, Non-Covered Services, and Deferral of Care.
Coordinates with provider office to determine scheduling options based on the need to secure funding and clarify patient’s financial responsibility.
Stays current on regulations and eligibility requirements for government funding, especially Medicare and Medicaid.
Understands and complies with all internal charity care policies and processes.
Understands, complies with, and can articulate federal regulations around 501R.
Performs in a HIPAA-compliant manner with all pertinent patient interviews, including management of demographic data, topics discussed, and actions taken.
Collaborates with peers in the operational flow for uninsured patients or patients that are concerned about costs for upcoming services.
Serves consumers in various settings, including virtual, bedside, Emergency Department room, clinic exam room, Urgent Care, consult space, or a Financial Resource Specialist office.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program