Patient Financial Advocate

Patient Financial Advocate

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.

Roles & Responsibilities

• 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 system.
• 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.

Additional Duties and Responsibilities

• 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.

Expected/Key Results

XXXXXX Preferred Educational Qualifications

High School Diploma or equivalent required.

Preferred 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