Patient Financial Advocate (SW)(E)

Summary: The Patient Financial Advocate's role begins with a patient financial interview, which includes a review of the hospital charges, the patient's insurance status and his/her, financial resources. If the patient has insurance, the advocate verifies coverage, calculates co-pays and deductibles, and collects those fees at time of service. If the patient's insurance and personal resources are insufficient, the advocate identifies additional assistance the patient may be eligible for, such as Medicare, Medicaid, and any other state programs. In addition, the advocate may determine that the patient is eligible for reduced fees or free services under federal or state medical assistance programs. If the patient qualifies for reduced charges, the Patient Financial Advocate will collect any applicable fees from the patient. You must be understanding, compassionate and reassuring as you explain the patient's liabilities and resources that may help with payments. At the same time, you represent the hospital's interests, so you must be firm and clear in explaining the charges for which the patient is responsible. You also will serve as a liaison with other hospital departments and insurance agencies, so you must develop solid working relationships with your peers and counterparts in outside organizations.

Education/Experience: At a minimum, you must have a high school degree and at least three years of related experience. Business school, professional medical office experience preferred. Training or experience in insurance, registration, medical billing, financial counseling, bilingual or hospital work is preferred. HIPAA and EMTALA knowledge and understanding is critical to this role. Medical terminology, computer skills, excellent communication skills, knowledge of third party billing, ability to multi-task in busy environment. Ability to utilize sound interpersonal skills and maintain a calm demeanor when interacting and taking into consideration cultural background and linguistic skills with patients and families. Demonstrated strong customer service skills. Ability to communicate effectively and work collaboratively with peers and other interdisciplinary teams. Must be compassionate, understanding, and comforting at all times. Must be motivated, self- directive, and professional (appearance and behavior).