Patient Financial Advocate

Firstsource

9d•Hybrid

About The Position

This position is responsible for screening patients on-site at hospitals for eligibility assistance programs either bedside or in the ER. This includes providing information and reports to client contact(s), keeping them current on our progress.

Requirements

High school diploma or equivalent required
1-3 years' experience of medical coding, medical billing, eligibility (hospital or government) or other pertinent medical experience is preferred.
Previous customer service experience preferred.
Must have basic computer skills.
Effectively communicate complex financial information to patients in a clear and empathetic manner.
Provide exceptional customer service, addressing patient concerns and inquiries promptly and professionally.
Demonstrate compassion and understanding towards patients facing financial challenges, while maintaining professionalism.
Handle multiple patient cases and financial inquiries efficiently.
Cultivate and maintain positive working relationships with hospital staff at all levels and in various departments.
Report significant occurrences to management promptly (e.g., significant changes in the number or type of referrals).
Access information for the Patient Advocate Specialist as needed (discharge dates, balances, itemized statements, medical records, etc.).
Maintain an accurate log of accounts referred each day.
Achieve specified goals and objectives as assigned by management on a regular basis.
Always uphold confidentiality standards for account information.
Maintain an organized and tidy workstation.
Adhere to established policies and procedures outlined in the Employee Handbook and the Employee Code of Conduct.
Actively participate in and remain aware of the Corporate Compliance Program.
Possession of a valid driver's license and ability to meet insurability standards for any work-related driving.
Ability to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements.
Ability to pass a pre-employment background investigation based on client requirements, including but not limited to, criminal history, motor vehicle report, work authorization verification and medical screenings. The medical screenings may include one or more of the following: drug test, bloodwork for TB and titers, nicotine testing, physical exam, color-blind testing, vaccines such as Hepatitis B and C, MMR, Varicella, Tdap, Influenza and Covid-19.

Responsibilities

Review the hospital census or utilize established referral method to identify self-pay patients consistently throughout the day.
Screen those patients that are referred to Firstsource for State, County and/or Federal eligibility assistance programs.
Initiate the application process bedside when possible.
Identifies specific patient needs and assist them with an enrollment application to the appropriate agency for assistance.
Introduce the patients to Firstsource services and informs them that we will be contacting them on a regular basis about their progress.
Provides transition, as applicable, for the backend Patient Advocate Specialist to develop a positive relationship with the patient.
Records all patient information on the designated in-house screening sheet.
Document the results of the screening in the onsite tracking tool and hospital computer system.
Identifies out-patient/ER accounts from the census or applicable referral method that are designated as self-pay.
Reviews system for available information for each outpatient account identified as self-pay.
Face to face screen patients on site as able. Attempts to reach patient by telephone if unable to screen face to face.
Document out-patient/ER accounts when accepted in the hospital system and on-site tracking tool.
Outside field work as required to include Patient home visits to screen for eligibility of State, County, and Federal programs.
Uphold a strong commitment to business ethics, including confidentiality and data privacy.
Maintain consistent performance to achieve predefined performance metrics.
Strictly adhere to compliance regulations and security policies.
Ensure compliance with all federal, state and local laws.
Other Duties as assigned or required by client contract.