Patient Financial Advocate

Firstsource

1d•$20 - $24•Onsite

About The Position

The Patient Financial Advocate screens hospital patients on-site, at the bedside or in the emergency room, for eligibility assistance programs at the State, County, and Federal levels. The role involves identifying self-pay patients, helping eligible patients complete applications, documenting screening and account information, and keeping client contacts informed of progress. Screening may also be conducted by telephone or through patient home visits when needed. The advocate works with hospital staff and patients to support a smooth transition to backend Patient Advocate Specialists. The role also includes maintaining accurate account logs and records, providing relevant information to specialists, meeting assigned goals, protecting confidentiality, and following company policies and compliance requirements.

Requirements

High school diploma or equivalent required.
Basic computer skills.
Effectively communicate complex financial information to patients in a clear and empathetic manner.
Provide exceptional customer service and address patient concerns and inquiries promptly and professionally.
Demonstrate compassion and understanding toward patients facing financial difficulties.

Nice To Haves

One to three years of experience in medical coding, medical billing, hospital or government eligibility, or other pertinent medical experience preferred.
Previous customer service experience preferred.

Responsibilities

Review the hospital census or follow 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.
Identify patient needs and help patients complete enrollment applications for appropriate assistance agencies.
Explain Firstsource services and regular follow-up to patients.
Facilitate the transition to a backend Patient Advocate Specialist and help establish rapport with the patient.
Record patient information on the designated in-house screening sheet.
Document screening results in the onsite tracking tool and hospital computer system.
Identify outpatient and ER accounts designated as self-pay from the census or other relevant sources.
Review available system information for identified outpatient self-pay accounts.
Conduct face-to-face screenings when possible and attempt telephone contact when on-site screening is not feasible.
Document accepted outpatient and ER 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.
Perform other duties as assigned or required by the client contract.
Maintain positive working relationships with hospital staff across departments and levels.
Promptly report significant occurrences to management, such as changes in referral numbers or types.
Access information needed by Patient Advocate Specialists, including discharge dates, balances, itemized statements, and medical records.
Maintain an accurate daily log of referred accounts.
Achieve goals and objectives assigned by management.
Uphold confidentiality standards for account information.
Maintain an organized and tidy workstation.
Follow the Employee Handbook, Employee Code of Conduct, established policies, and procedures.
Participate in and remain aware of the Corporate Compliance Program.
Communicate complex financial information clearly and empathetically to patients.
Provide professional customer service and respond promptly to patient concerns and inquiries.
Demonstrate compassion and understanding toward patients facing financial difficulties.