Patient Financial Advocate

Patient Advocate Specialist

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 2 © Firstsource Solutions Limited | September 8, 2026

• 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 distress.