Financial Advocate

Advocate Health and Hospitals Corporation•Oak Brook, IL

9h•Remote

About The Position

The Financial Advocate oversees daily activities within key areas of responsibility to ensure department standards and policies are followed. This role identifies staffing needs, assists in developing and implementing policies, and educates staff on changes pertinent to their roles. The Financial Advocate serves as a mentor to other financial advocates and staff on matters related to financial assistance, patient collections, estimation processes, customer service, payer operations, and regulatory concerns. They may also develop staff schedules, prioritize work assignments, monitor performance, and oversee work in progress. Additionally, this role may assist with staff orientation and training, tailoring it for in-person or virtual delivery. The Financial Advocate supports human resource responsibilities, including interviewing, staff development, performance evaluations, and resolving employee concerns. They provide support to both onsite and remote staff through monitoring calls and offering feedback. Maintaining quality assurance statistics and communicating results to leadership is also a key responsibility. This role involves problem-solving to address insurance coverage gaps through alternative funding options and providing information on assistance programs to staff and patients. The Financial Advocate identifies and implements improvements to point-of-service cash collections, price estimation processes, coverage assistance workstreams, and financial assistance programs. They may also act as a liaison between providers, hospital management, external departments, government agencies, charitable organizations, and insurance payors. The role works cooperatively with various stakeholders to identify potential patient out-of-pocket expenses and serves as a point person for resolving escalated patient concerns.

Requirements

High School Graduate.
Typically requires 5 years of experience in patient financial counseling.
Knowledge of guidelines, policies, rules, regulations and laws affecting Medicare, Medicaid, third-party payer requirements, Patient Access and Revenue Cycle processes.
Demonstrated ability to successfully supervise financial clearance functions system-wide in conjunction with site leadership.
Ability to successfully lead a team.
Strong analytical skills including the ability to facilitate data collection, communicate policies and procedures, interpret and relay federal and state regulatory changes.
Knowledge of continuous quality improvement and customer focus methods and processes.
Excellent interpersonal and oral and written communication skills required in order to communicate effectively with patients, physicians, and other hospital staff members, exercising a high degree of tact and poise.
Knowledge of regulations related to patient accounting practices and the self-pay/uninsured.
Must be able to work with minimal supervision.
Knowledge of and ability to articulate explanations of Medicare/HIPAA/EMTALA rules and regulations and comply with updates on insurance pre-certification requirements.

Nice To Haves

This position requires travel, therefore, will be exposed to weather and road conditions.
Operates all equipment necessary to perform the job.
Exposed to a normal office environment.
Must be able to sit a majority of the workday.
Occasionally lift up to 10 lbs.

Responsibilities

Oversees daily activities within key area(s) of responsibility to ensure department standards are met and department policies and procedures are followed.
Identifies staffing needs and communicates those needs to department leadership.
Assists development and implementation of policies and procedures to guide and support services, assess and improve work group effectiveness, and ensure patient access competencies are met.
Assists in educating staff on any changes pertinent to their roles.
Serves as a mentor to financial advocates and other staff members on matters related to financial assistance, patient collections, estimation processes, customer service, payer operations, regulatory concerns, and more.
In conjunction with supervisor, may be expected to develop staff schedules, prioritize work assignments to ensure optimal use of staff time, monitor staff performance in achieve operating indicators, and oversee work in progress.
May assist with department staff orientation; may develop, plan and/or administer additional staff training opportunities based on department needs.
Tailors training accordingly based on whether it is provided in person or virtually.
Assists supervisor with human resource responsibilities, including interviewing and selection of new employees, staff development, performance evaluations, resolution of employee concerns, and maintaining employee morale.
Supports onsite and remote staff through in-person or virtual monitoring of live and/or recorded calls, with the goal of providing actionable, real-time feedback.
Maintains quality assurance statistics and communicates results to department leadership.
Problem solves with all parties as necessary to help address insurance coverage gaps via alternative funding options.
Provides information to other staff and patients regarding internal and external assistance programs and assists with the application process.
Identifies, initiates, and implements improvements to point of service cash collections, price estimation processes, coverage assistance workstreams and financial assistance programs, including pursuing and developing improved techniques and ensuring quality.
May be expected to function as a liaison between providers, senior hospital management, and external departments related to revenue cycle, government agencies, charitable organizations and insurance payors.
Works cooperatively with other departments, physicians, third-party payers, government officials, patients and their families with an emphasis on identifying any potential patient out-of-pocket expenses.
Serves as a point person for resolving patient concerns, questions, or complaints escalated by financial advocates.

Benefits

Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
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