Patient Financial Advocate

Firstsource

2d•Onsite

About The Position

The Patient Financial Advocate screens hospital patients on-site, at the bedside or in the emergency room, to identify eligibility for State, County, and Federal assistance programs. The role helps patients complete enrollment applications, explains Firstsource’s services and follow-up process, documents screening outcomes, and provides progress information to client contacts. Screening may also involve outpatient accounts, telephone outreach, and patient home visits. The advocate works with hospital staff and supports Patient Advocate Specialists by helping establish rapport and accessing relevant account information.

Requirements

High school diploma or equivalent required.
Basic computer skills.
Ability to communicate complex financial information clearly and empathetically to patients.
Ability to provide exceptional customer service and address patient concerns and inquiries promptly and professionally.
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.
Previous customer service experience.

Responsibilities

Review hospital census data or 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 application processes at the patient’s bedside when feasible.
Identify patient needs and help patients complete applications for appropriate assistance programs.
Introduce patients to Firstsource services and explain regular follow-up regarding their progress.
Facilitate handoff to the backend Patient Advocate Specialist and help establish a positive 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 self-pay outpatient and emergency-room accounts and review available information for each account.
Conduct face-to-face outpatient screenings when possible, or attempt telephone contact when on-site screening is not feasible.
Document accepted outpatient and emergency-room 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 assigned or required by the client contract.
Cultivate positive working relationships with hospital staff across departments and levels.
Promptly report significant occurrences to management, including 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 and tidy workstation.
Follow the Employee Handbook, Employee Code of Conduct, and established policies and procedures.
Participate in and remain aware of the Corporate Compliance Program.