Patient Financial Advocate

Firstsource

11d

About The Position

The Patient Financial Advocate screens hospital patients on-site, at bedside or in the emergency room, to identify eligibility for state, county, and federal assistance programs. The role reviews hospital census information and referrals, initiates applications when possible, identifies patient needs, explains Firstsource services, and keeps patients informed about progress. It may also involve screening outpatient and ER accounts, contacting patients by phone when face-to-face screening is not possible, and making home visits as required. The advocate records screening and referral information in designated tracking tools and hospital systems, maintains accurate account logs, and provides information and reports to client contacts. The position supports transition to Patient Advocate Specialists and accesses relevant account information as needed. It requires professional, empathetic communication with patients about financial matters, strong customer service, management of multiple cases, and adherence to confidentiality, privacy, security, compliance, and ethical standards. The employee must meet assigned performance goals and follow company, client, and legal requirements.

Requirements

High school diploma or equivalent.
Basic computer skills.
Ability to communicate complex financial information clearly and empathetically.
Ability to provide professional customer service and promptly address patient concerns and inquiries.
Compassion and understanding toward patients facing financial challenges while maintaining professionalism.
Ability to handle multiple patient cases and financial inquiries efficiently.
Ability to download two-factor authentication applications on a personal device in accordance with company or client requirements.
Ability to pass a pre-employment background investigation based on client requirements, which may include criminal history, motor vehicle report, work authorization verification, and medical screenings.
For work-related driving, ability to meet applicable requirements.

Nice To Haves

One to three 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 established referral methods to identify self-pay patients throughout the day.
Screen referred patients for state, county, and federal eligibility assistance programs.
Initiate applications at bedside when possible and assist patients with enrollment applications to appropriate agencies.
Explain Firstsource services to patients and keep them informed about regular follow-up regarding their progress.
Provide a transition to the Patient Advocate Specialist when applicable.
Record patient information and screening results in designated screening sheets, tracking tools, and hospital systems.
Identify outpatient and ER self-pay accounts, review available system information, and screen patients face to face when possible or by telephone when needed.
Document accepted outpatient and ER accounts in hospital systems and onsite tracking tools.
Conduct field work, including patient home visits, when required to screen eligibility for assistance programs.
Provide information and reports to client contacts and report significant changes in referrals to management.
Access information needed by Patient Advocate Specialists, such as discharge dates, balances, itemized statements, and medical records.
Maintain accurate daily logs of referred accounts and achieve goals and objectives assigned by management.
Uphold confidentiality, data privacy, business ethics, compliance regulations, security policies, and applicable laws.
Maintain an organized workstation and follow employee handbook, code of conduct, and corporate compliance policies.
Perform other duties as assigned or required by client contract.