Patient Financial Advocate

Firstsource

11d•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 identifies self-pay patients through hospital census reviews and referral procedures, helps patients complete applications for appropriate assistance, introduces Firstsource services, and keeps patients informed about follow-up. Screening may take place face-to-face, by telephone, or through patient home visits when needed. The advocate records and tracks patient and account information in Firstsource and hospital systems, provides information and reports to client contacts, and supports Patient Advocate Specialists by accessing relevant account and medical information. The position also maintains relationships with hospital staff, reports significant developments to management, works toward assigned goals, and follows confidentiality, policy, and compliance requirements.

Requirements

High school diploma or equivalent required.
Basic computer skills.
Effectively communicate complex financial information to patients clearly and empathetically.
Provide exceptional customer service and address patient concerns and inquiries promptly and professionally.
Demonstrate compassion and understanding toward patients facing financial difficulties.

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

Continuously review hospital census information or follow established 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.
Identify patient needs and help patients complete enrollment applications for appropriate assistance agencies.
Explain Firstsource services and inform patients about regular follow-up regarding their progress.
Facilitate transitions 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 using the census or other relevant information.
Review available system information for identified outpatient accounts.
Conduct face-to-face screenings when possible and attempt telephone contact when onsite 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.
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 the number or type of referrals.
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 policies and procedures in the Employee Handbook and Employee Code of Conduct.
Participate in and remain aware of the Corporate Compliance Program.