Patient Financial Advocate

Firstsource

6d•$21 - $24•Onsite

About The Position

The Patient Financial Advocate screens hospital patients on-site, either at bedside or in the ER, for eligibility assistance programs at the State, County, and/or Federal levels. The role provides information and progress reports to client contacts and helps patients identify and apply for appropriate assistance. Screening may also involve outpatient accounts, telephone outreach, and patient home visits. The advocate documents screenings and account activity in designated tracking tools and hospital systems, maintains accurate referral logs, and coordinates with Patient Advocate Specialists and hospital staff. The role also supports patients with clear, empathetic communication about complex financial information, maintains confidentiality, follows company policies and compliance requirements, and works toward goals and objectives set by management.

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 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 information or follow referral procedures to identify self-pay patients throughout the day.
Screen referred patients for State, County, and/or Federal eligibility assistance programs.
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 inform patients about follow-up regarding their progress.
Facilitate transitions to backend Patient Advocate Specialists 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 hospital computer system.
Identify self-pay outpatient and ER accounts from the census or relevant sources and review available system information for each account.
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.
Perform 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.
Cultivate and maintain positive working relationships with hospital staff across departments and levels.
Promptly report significant occurrences to management, such as changes in the number or type of referrals.
Access information needed by Patient Advocate Specialists, such as 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 policies and procedures in the Employee Handbook and Employee Code of Conduct.
Participate in and remain aware of the Corporate Compliance Program.
Communicate complex financial information clearly and empathetically, provide professional customer service, and respond promptly to patient concerns and inquiries.