Patient Financial Advocate

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico, delivering solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Title: Patient Financial Advocate

Job Type: Full Time

FLSA Status: Non-Exempt/Hourly

Grade: H2

Function/Department: Eligibility Services, Firstsource Solutions USA, LLC

Reporting to: Eligibility Supervisor/Manager

Role Description: This position is responsible for screening patients on-site at hospitals for eligibility assistance programs either bedside or in the ER. This includes providing information and reports to client contact(s), keeping them current on our progress.

Roles & Responsibilities

• Review the hospital census or utilize established referral method to identify self-pay patients consistently throughout the day.
• Screen those patients that are referred to Firstsource for State, County and/or Federal eligibility assistance programs.
• Initiate the application process bedside when possible.
• Identifies specific patient needs and assist them with an enrollment application to the appropriate agency for assistance.
• Introduce the patients to Firstsource services and informs them that we will be contacting them on a regular basis about their progress.
• Provides transition, as applicable, for the backend Patient Advocate Specialist to develop a positive relationship with the patient.
• Records all patient information on the designated in-house screening sheet. Document the results of the screening in the onsite tracking tool and hospital computer system.
• Identifies out-patient/ER accounts from the census or applicable referral method that are designated as self-pay.
• Reviews system for available information for each outpatient account identified as self-pay.
• Face to face screen patients on site as able. Attempts to reach patient by telephone if unable to screen face to face.
• Document out-patient/ER accounts when accepted in the hospital system and on-site tracking tool.
• Outside field work as required to include Patient home visits to screen for eligibility of State, County, and Federal programs.
• Uphold a strong commitment to business ethics, including confidentiality and data privacy.
• Maintain consistent performance to achieve predefined performance metrics. Strictly adhere to compliance regulations and security policies.
• Ensure compliance with all federal, state and local laws. Other Duties as assigned or required by client contract.

Qualifications

The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education

• High school diploma or equivalent required

Work Experience

• 1-3 years' experience of medical coding, medical billing, eligibility (hospital or government) or other pertinent medical experience is preferred.
• Previous customer service experience preferred.

Competencies & Skills

• Must have basic computer skills.
• Effectively communicate complex financial information to patients in a clear and empathetic manner.
• Provide exceptional customer service, addressing patient concerns and inquiries promptly and professionally.
• Demonstrate compassion and understanding towards patients facing financial challenges, while maintaining professionalism.
• Handle multiple patient cases and financial inquiries efficiently.

Additional Qualifications

• Cultivate and maintain positive working relationships with hospital staff at all levels and in various departments.
• Report significant occurrences to management promptly (e.g., significant changes in the number or type of referrals).
• Access information for the Patient Advocate Specialist as needed (discharge dates, balances, itemized statements, medical records, etc.).
• Maintain an accurate log of accounts referred each day.
• Achieve specified goals and objectives as assigned by management on a regular basis. Always uphold confidentiality standards for account information.
• Maintain an organized and tidy workstation.
• Adhere to established policies and procedures outlined in the Employee Handbook and the Employee Code of Conduct.
• Actively participate in and remain aware of the Corporate Compliance Program.
• Possession of a valid driver's license and ability to meet insurability standards for any work-related driving.
• Ability to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements.
• Ability to pass a pre-employment background investigation based on client requirements, including but not limited to, criminal history, motor vehicle report, work authorization verification and medical screenings. The medical screenings may include one or more of the following: drug test, bloodwork for TB and titers, nicotine testing, physical exam, color-blind testing, vaccines such as Hepatitis B and C, MMR, Varicella, Tdap, Influenza and Covid-19.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position may work remotely from home or onsite, exposed to outdoor weather conditions during travel, if applicable.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to regularly or frequently talk and hear, sit for prolonged periods, use hands and fingers to type, and use close vision to view and read from a computer screen and/or electronic device. Must be able to frequently stand and walk, climb stairs, and lift equipment up to 50 pounds.

Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law.

Firstsource also takes Affirmative Action to ensure that protected veterans and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed. My signature below indicates that I have received a copy of this job description.

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