Patient Financial Advocate

Firstsource

2d•$21 - $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/or Federal levels. The role helps patients identify appropriate assistance, begin applications when feasible, and understand Firstsource’s services and follow-up process. It also maintains screening documentation and tracking records, provides progress information to client contacts, and performs related fieldwork, including patient home visits. The advocate works with hospital staff and the Patient Advocate Specialist to support patients and facilitate follow-up. The position requires maintaining accurate account logs, protecting confidential information, reporting significant occurrences to management, meeting assigned goals, and following company policies, procedures, and compliance standards.

Requirements

High school diploma or equivalent required.
Basic computer skills.
Effectively communicate complex financial information clearly and empathetically to patients.
Provide professional, prompt customer service when addressing patient concerns and inquiries.
Demonstrate compassion and understanding toward patients facing financial challenges.

Nice To Haves

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

Responsibilities

Review the hospital census or referral procedures throughout the day to identify self-pay patients.
Screen referred patients for State, County, and/or Federal eligibility assistance programs.
Initiate the application process at the patient’s bedside when feasible.
Identify patient needs and assist with completing enrollment applications for appropriate assistance agencies.
Explain Firstsource services and regular follow-up to patients.
Facilitate the transition to the 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 self-pay accounts and review available system information for each account.
Conduct face-to-face screenings when possible, or 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 programs.
Fulfil 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 referral volume or type.
Access information needed by the Patient Advocate Specialist, 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 the Employee Handbook, Employee Code of Conduct, established policies and procedures, and the Corporate Compliance Program.