Patient Advocate Specialist

Firstsource

About The Position

The Patient Advocate Specialist addresses outstanding account balances related to medical services by contacting patients and assessing their eligibility for state, county, and federal assistance programs. The specialist identifies patients’ needs, recommends suitable assistance programs, guides patients through applications, explains available benefits and deadlines, and follows up until available options are exhausted or a patient is approved and billing information is obtained. The role involves documenting information accurately in the CUBS system, evaluating application progress, communicating with government agencies, and maintaining productive relationships with patients and agencies. The specialist is expected to meet productivity and performance goals, deliver high-quality customer service, follow standard operating procedures, protect confidential information, and comply with applicable laws, regulations, and company policies. The position may be performed remotely from home or onsite. Remote employees must have a quiet, private work area. Travel, if applicable, may involve exposure to outdoor weather conditions. The role requires frequent or regular talking, hearing, prolonged sitting, typing, and close vision for computer work; occasional standing, walking, stair climbing, and lifting are also required. Reasonable accommodations may be made for qualified individuals with disabilities.

Requirements

High school diploma or equivalent.
Proficiency in using a PC and ability to type 30–40 words per minute.
Effective communication and collaboration with coworkers, patients, and external agencies.
Courtesy and professionalism.
Self-motivation and ability to stay on task with minimal supervision.
Initiative and creativity in fulfilling job responsibilities.
Strong organizational skills and ability to prioritize multiple tasks in a fast-paced environment.
Reliability in completing tasks and follow-up activities.
Ability to download two-factor authentication application(s) on a personal device in accordance with company or client requirements.
Ability to pass a pre-employment background investigation based on client requirements; screenings may include criminal history, motor vehicle report, work authorization verification, and medical screenings.
Ability to meet the role’s physical demands, with reasonable accommodations where applicable.

Nice To Haves

Previous customer service or call center experience.
Experience in medical coding or billing.

Responsibilities

Assess patients’ eligibility for state and federal assistance programs.
Identify patients’ needs and guide them through applications to relevant state or federal agencies.
Initiate applications when feasible and advise patients on suitable assistance programs.
Explain how patients can access program benefits and communicate program time constraints and deadlines.
Complete required steps at patient locations and involve external field staff when needed.
Gather essential information during initial patient contact whenever possible.
Maintain clear and accurate documentation in the CUBS system.
Build positive rapport with patients throughout the application process.
Evaluate application status and progress.
Communicate with government agencies when necessary and maintain good working relationships with state and federal agencies.
Follow up on assigned accounts until available options are exhausted or patients are approved for a program and billing information is obtained.
Resolve accounts in a timely manner and meet productivity goals and objectives assigned by management.
Maintain confidentiality of account information and uphold business ethics, data privacy, compliance, and security requirements.
Adhere to company policies, the Employee Handbook, the Employee Code of Conduct, standard operating procedures, and applicable federal, state, and local laws.
Meet customer satisfaction, Net Promoter Score, quality, process, and schedule-adherence metrics.
Maintain a neat and orderly workstation and assist with other projects assigned by management.