Patient Financial Advocate

Firstsource

6d•$19 - $21•Onsite

About The Position

The Patient Financial Advocate screens hospital patients on-site, at bedside or in the emergency room, to determine eligibility for State, County, and Federal assistance programs. The role reviews hospital census and referrals, identifies self-pay patients, helps patients complete appropriate enrollment applications, and initiates applications at bedside when feasible. When an in-person screening is not possible, the advocate may attempt to reach patients by telephone and may conduct home visits as needed. The advocate documents patient information and screening outcomes in designated tracking tools and hospital systems, maintains accurate referral logs, and provides information and progress reports to client contacts. The role also supports Patient Advocate Specialists by accessing relevant account and medical information, facilitates patient handoffs, and builds positive working relationships with hospital staff. The advocate is expected to protect confidential information, follow company and compliance policies, meet assigned goals, and perform other duties as required by the client contract.

Requirements

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

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 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 and help patients complete enrollment applications for appropriate assistance programs.
Introduce patients to Firstsource services and explain regular follow-up regarding their progress.
Facilitate handoffs to the backend Patient Advocate Specialist and help establish positive rapport with patients.
Record patient information on the designated in-house screening sheet.
Document screening results in the onsite tracking tool and the hospital's computer system.
Identify outpatient and ER accounts designated as self-pay, review available system information, and document accepted accounts in hospital and onsite tracking systems.
Conduct face-to-face screenings when possible and attempt telephone contact when onsite screening is not feasible.
Conduct fieldwork, including patient home visits, to screen for eligibility in State, County, and Federal programs.
Provide information and progress reports to client contacts.
Cultivate positive working relationships with hospital staff across departments and levels.
Promptly report significant occurrences to management, such as changes in referral volume or type.
Access information for Patient Advocate Specialists as needed, 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 workstation and follow Employee Handbook, Code of Conduct, and Corporate Compliance Program requirements.
Perform other duties as assigned or required by the client contract.