Patient Financial Advocate

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Firstsource Solutions is a leading provider of customized Business Process Management (BPM)

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Job Title:

Patient Financial Advocate Cleveland Clinic Mercy Hospital

Job Type: Full Time

Grade: H2

Function/Department:
Eligibility Services

Reporting to:
Manager – Eligibility Services

Pay Range: $ 22-24

Role

Description:

The Patient Financial Advocate is responsible to screen 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.

• Continuously review the hospital census or follow established referral procedures to consistently identify self-pay patients throughout the day.
• Screen patients referred to Firstsource for eligibility assistance programs at the State, County, and/or Federal levels.
• Initiate the application process at the patient's bedside when feasible.
• Identify specific patient needs and assist them in completing enrollment applications for the appropriate assistance agency.
• Introduce patients to Firstsource services and inform them of our regular follow-up regarding their progress.
• Facilitate the transition, where applicable, for the backend Patient Advocate Specialist to establish a positive rapport with the patient.
• Record all patient information on the designated in-house screening sheet.
• Document screening results in the onsite tracking tool and the hospital's computer system.
• Identify outpatient/ER accounts designated as self-pay from the census or relevant
• Review the system for available information for each outpatient account identified as self-pay.
• Conduct face-to-face screenings on-site when possible; attempt to reach patients by telephone if on-site screening is not feasible.
• Document outpatient/ER accounts when accepted in the hospital system and the onsite tracking tool.
• Perform necessary fieldwork, including patient home visits, to screen for eligibility in State, County, and Federal programs.
• Fulfil any other duties as assigned or required by the client contract.

• 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,
• 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.

• High School Diploma or equivalent required.

• 1 – 3 years’ experience of medical coding, medical billing, eligibility (hospital or government) or other pertinent medical experience is preferred.
• 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