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 identifies patients’ needs, advises them on suitable programs, guides them through applications, explains available benefits and deadlines, and follows accounts through available options or program approval and receipt of billing information. The specialist documents interactions in the CUBS system, evaluates application progress, communicates with government agencies as needed, and maintains positive relationships with patients and agencies. The role also requires meeting productivity and performance targets, maintaining confidentiality, and following company policies, standard operating procedures, regulatory requirements, and security 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.

Requirements

High school diploma or equivalent.
Proficiency using a PC.
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 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 a computer screen or electronic device.
Ability to occasionally stand and walk, climb stairs, and lift; the job description does not specify a lifting weight.

Nice To Haves

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

Responsibilities

Assess patient eligibility for state and federal assistance programs.
Identify patients’ needs and guide them through applications to relevant state or federal agencies.
Initiate the application process when feasible and advise patients on suitable assistance programs.
Explain how patients can access available program benefits and communicate program deadlines.
Complete required steps in the patient’s 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 and maintain 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 or patients are approved and billing information is obtained.
Resolve accounts in a timely manner and meet productivity goals and performance metrics.
Maintain confidentiality of account information and uphold business ethics and data privacy.
Follow company policies, the Employee Handbook, the Employee Code of Conduct, process SOPs, compliance regulations, security policies, and applicable laws.
Maintain schedule adherence and a neat, orderly workstation.
Participate in the Corporate Compliance Program.
Assist with other projects as assigned by management.