Patient Advocate Specialist

Firstsource

About The Position

The Patient Advocate Specialist addresses outstanding account balances for medical services by contacting patients and assessing their eligibility for state, county, and federal assistance programs. The role guides patients through applications, explains relevant benefits and deadlines, and follows up on accounts until available options are exhausted, a patient is approved, or billing information is obtained. The specialist documents activity in the CUBS system, communicates with government agencies as needed, and works to resolve accounts promptly while maintaining patient rapport and confidentiality. This position is within Eligibility Services at Firstsource Solutions USA, LLC, and reports to a Supervisor/Manager – Eligibility Services. It may be performed remotely from home or onsite. Remote employees must have a quiet, private work area. The role requires meeting productivity, quality, customer satisfaction, schedule adherence, and compliance expectations, and following process procedures and applicable laws. Other duties may be assigned as needed.

Requirements

High school diploma or equivalent.
Proficiency using a PC and ability to type 30–40 words per minute.
Effective communication and collaboration skills with coworkers, patients, and external agencies.
Courtesy and professionalism.
Self-motivation and ability to stay on task with minimal supervision.
Initiative and creativity in carrying out job responsibilities.
Strong organizational skills and ability to prioritize multiple tasks in a fast-paced work environment.
Reliability in completing tasks and follow-up activities.
Ability to download two-factor authentication applications on a personal device in accordance with company or client requirements.
Ability to pass a pre-employment background investigation based on client requirements, which may include criminal history, motor vehicle report, work authorization verification, and medical screenings.
Ability to regularly or frequently talk and hear, sit for prolonged periods, type using hands and fingers, and use close vision to view and read from a computer screen or electronic device.
Ability to occasionally stand and walk, climb stairs, and lift.

Nice To Haves

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

Responsibilities

Assess patient eligibility for state and federal 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 available program benefits and time constraints, and help ensure deadlines are met.
Complete required steps in patient location and involve external field staff when needed.
Gather essential information during initial patient contact whenever possible.
Document information clearly and accurately 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 working relationships with state and federal agencies.
Follow up on assigned accounts until available options are exhausted, the patient is approved for a program, or billing information is obtained.
Resolve accounts in a timely manner and meet management-assigned productivity goals and objectives.
Maintain confidentiality of account information and uphold business ethics and data privacy.
Follow company policies, the Employee Handbook, Code of Conduct, compliance requirements, security policies, applicable laws, and process SOPs.
Participate in the Corporate Compliance Program and maintain consistent performance against defined metrics.
Maintain a neat and orderly workstation.
Meet customer satisfaction, quality, process-specific, and schedule-adherence expectations.
Assist with other projects and duties as assigned by management.