Patient Advocate Specialist

1 © Firstsource Solutions Limited | May 15, 2025 About Firstsource Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specializes 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 solutions covering 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 Advocate Specialist Job Type: Full Time FLSA Status: Non-Exempt/Hourly Grade: H2 Function/Department: Eligibility Services, Firstsource Solutions USA, LLC Reporting to: Supervisor/Manager - Eligibility Services Role Description: This position is responsible for efficiently addressing outstanding account balances related to medical services offered by various healthcare facilities to patients. This is achieved by contacting patients via phone and assessing their eligibility for state, county, and federal assistance programs. Roles & Responsibilities Assess patient eligibility for State and Federal programs. Identify patients' specific needs and guide them through the application process for the relevant State or Federal agencies. Initiate the application process when feasible. Advise patients on the most suitable assistance program(s) tailored to their individual requirements. Provide comprehensive instructions to patients on accessing all available program benefits. Inform patients of program time constraints and ensure all deadlines are met. Execute all required steps in patient location and involve external field staff when needed. Gather essential information from patients during the initial contact, whenever possible. 2 © Firstsource Solutions Limited | May 15, 2025 Ensure clarity and precision in all CUBS system documentation. Foster a positive rapport with patients throughout the entire application process. Evaluate the status and progress of applications. Communicate with government agencies when necessary. Pursue follow-ups on assigned accounts until all available options are exhausted in the effort to secure patient benefits or until patients are approved for a program and billing information is obtained. Maintain good working relationships with State and Federal agencies. Resolve accounts in a timely manner. Meet daily productivity goals and objectives as assigned by management. Maintain confidentiality of account information at all times. Adhere to prescribed policies and procedures as outlined in the Employee Handbook and the Employee Code of Conduct. Maintain awareness of and actively participate in the Corporate Compliance Program. Maintain a neat and orderly workstation. Assist with other projects as assigned by management. 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. Expected/Key Results Attain exceptional levels of Customer Satisfaction (CSAT), Net Promoter Scores (NPS), and other relevant metrics. Maintain strict compliance with regulatory requirements. Achieve high-quality scores to ensure exceptional service. Successfully meet the specific metrics defined for each process. Adhere to process Standard Operating Procedures (SOPs). Maintain schedule adherence to optimize workflow efficiency. 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. 3 © Firstsource Solutions Limited | May 15, 2025 Previous customer service or Call Center experience is preferred. Experience in medical coding or billing is preferred. Competencies & Skills Proficiency in PC usage and the ability to type at a rate of 30-40 words per minute. Effective communication and collaboration skills with coworkers, patients, and external agencies. Consistent demonstration of courtesy and professionalism. Self-motivated and capable of staying on task with minimal supervision. Display initiative and creativity in fulfilling job responsibilities. Strong organizational skills. Ability to prioritize multiple tasks in a fast-paced work environment. Reliable in completing tasks and follow-up activities. Additional Qualifications 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. For Remote Work from Home - must have a quiet, private area to perform work. 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 occasionally stand and walk, climb stairs, and lift 4 © Firstsource Solutions Limited | May 15, 2025 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.