Patient Financial Advocate

Firstsource

2d•Onsite

About The Position

The Patient Financial Advocate screens hospital patients on-site, at the bedside or in the emergency room, to identify eligibility for state, county, and federal assistance programs. The role helps patients understand and complete applications, records screening information and results in designated systems, and keeps client contacts informed of progress. When in-person screening is not feasible, the advocate may contact patients by telephone and may perform fieldwork, including home visits. The advocate also maintains working relationships with hospital staff, tracks referrals and accounts, provides information needed by Patient Advocate Specialists, reports significant referral changes to management, and follows confidentiality, workplace, conduct, and compliance requirements. Other duties may be assigned as required by the client contract.

Requirements

High school diploma or equivalent.
Basic computer skills.
Ability to communicate complex financial information clearly and empathetically to patients.
Ability to provide responsive, professional customer service and address patient concerns and inquiries.
Compassion and understanding toward patients facing financial challenges.

Nice To Haves

1–3 years of experience in medical coding, medical billing, hospital or government eligibility, or other pertinent medical experience.
Previous customer service experience.

Responsibilities

Review hospital census or referral procedures to identify self-pay patients throughout the day.
Screen referred patients for eligibility assistance programs at the state, county, and/or federal levels.
Initiate applications at the patient's bedside when feasible and help patients complete enrollment applications for appropriate assistance agencies.
Explain Firstsource services to patients and advise them about follow-up regarding their progress.
Facilitate handoff to the backend Patient Advocate Specialist when applicable.
Record patient information on the designated screening sheet and document screening results in the onsite tracking tool and hospital computer system.
Identify outpatient and emergency-room self-pay accounts, review available system information, and screen patients face-to-face when possible or by telephone when necessary.
Document accepted outpatient and emergency-room accounts in the hospital system and onsite tracking tool.
Conduct necessary fieldwork, including patient home visits, to screen for eligibility in state, county, and federal programs.
Provide information and progress reports to client contacts and access account information for Patient Advocate Specialists as needed.
Cultivate and maintain positive working relationships with hospital staff across departments and levels.
Promptly report significant occurrences to management, including significant changes in referral number or type.
Maintain an accurate daily log of referred accounts and meet goals and objectives assigned by management.
Uphold confidentiality standards for account information and maintain an organized workstation.
Follow Employee Handbook and Employee Code of Conduct policies and procedures, and participate in and remain aware of the Corporate Compliance Program.
Perform other duties as assigned or required by the client contract.