Patient Financial Advocate

Job Summary

Responsible for resolving self-pay accounts while maintaining strong relations with patients, guarantors, and business office departments. Under the direct supervision of the PFS Director/Assistant Office Manager, this individual utilizes medical billing knowledge and excellent customer service skills to effectively collect from and provide financial resources to patients, thereby promoting patient satisfaction.

Duties and Responsibilities

• Demonstrates Competency in the Following Areas:
• Handles all communication (telephone, email, interpersonal) with patients and other departments within the business office.
• Receives, documents, and responds to all patient correspondence in a prompt and courteous manner.
• Provides exceptional customer service that aims to improve patient and/or guarantor relations and contribute to a positive work environment.
• Clearly explains service charges to customers, reports any charge/payment errors to managerial staff, and resolves any errors within Uintah Basin Healthcare computer system.
• Negotiates full payment from patients and helps them set up an agreeable payment plan in accordance with UBH collection policy and/or Health First Financial.
• Maintains all self-pay accounts; updates patient demographics when necessary; scans all accounts for financial assistance, and directs patients to the appropriate resources (e.g., financial counseling).
• Collects patient payments made over the counter, over the phone, and by mail on a daily basis; properly records all payment types (e.g., cash, check, debit, credit) and transactions into the computer system.
• Responsible for using the safe to deposit large bills and sums of money from the cash drawer and keeps the minimum allowable amount in the drawer at all times.
• Engages in continuous professional development by attending staff meetings, educational seminars, and workshops.
• Provides the business office department and leaders with improvement recommendations, communicating observed trends and issues to supervisor(s).
• Demonstrates knowledge of basic insurance billing practices in order to assist the patient in a professional manner.
• Ensures that services are provided in accordance with state and federal regulations, organizational policy, and accreditation/compliance requirements through demonstration and leadership.
• Proven working knowledge of the revenue cycle workflow, IT and/or EHR software systems, hospital and professional billing processes and reimbursement, and statutes and regulations impacting the collection of past due accounts.
• Ability to work both independently and within a team.
• Ability to multitask and manage time effectively.
• All other duties as assigned by leadership.
• Performance is satisfactory when; % of self-pay A/R over 90 days meets or falls below an average of 45%, and the self-pay collections rate meets or exceeds an average of 7%.

Professional Requirements

• Ensures that appearance and personal conduct are professional at all times.
• Excellent attendance record.
• Wears appropriate clothing for job functions. Wears ID badge.
• Works at maintaining a good rapport and a cooperative working relationship with physicians, administration, and staff.
• Represents the organization in a positive and professional manner in the community.
• Maintains patient confidentiality at all times.
• Complies with all organizational policies regarding ethical business practices.