Patient Financial Advocate

Responsibilities:

• Access system work queues and calendar multiples times throughout day to obtain referred cases/patients that require assistance.
• Answers and resolves patient/guarantor inquiries (verbal and written) via telephone, in person (in-house and walk-ins) or email.
• Prior to service will conduct detailed discussion with patients, obtain insurance information and complete required tasks to determine patient’s eligibility for Medicaid and other state, federal and local government programs.
• Meets with patients on a one-on-one basis to discuss the cost of hospital services and current financial situations, obtaining all pertinent demographic information and financial data to ensure resolution of account.
• Assist patients in completing all applications required to receive external eligibility and internal financial assistance prior to service; follows up with potential sources of aid until determination of approval or a denial is received, applications include but not limited to Federal Funded Applications, State Medicaid Applications, Financial Assistance applications, Co-Pay Assistance Program applications, etc.
• Work with patient to obtain documentation necessary for applications.
• Uses patient information and hospital guidelines to calculate the amount of financial assistance patients ultimately receive.
• Calculate patient’s remaining balances and then discusses and finalizes the method of resolving patient balances through point of service collections, payment plans or other arrangements, to be determined by date of service.
• Request payments from patients at point of service, including during the pre-admission stage, at admission and after service but prior to patient discharge.
• Prior to service will calculate and estimate patient’s charges, request payments from patients at point of service, review remaining balances and discusses and finalizes the method of resolving patient balances through point of service collections, payment plans or other arrangements, to be determined by date of service.
• Facilitates financial communications between Patient Access Services, Physicians and Hospital Departments when necessary and collaborates with Social Workers and Clinical Resource managers when needed.
• The Patient Financial Advocates act as financial intermediaries for patients and departments in order to provide the best solution for the patient while also securing the financial integrity of the organization.
• The Patient Financial Advocate team are responsible for obtaining program award amounts of over $3.5M annually.
• The Patient Financial Advocate team are responsible for maintaining an average 76.6% collection rate from Patient Assistance Programs.
• Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.
• Other duties as assigned to support the unit, department, entity, and health system organization.

Education or Equivalent Experience:

• H.S. Diploma/GED (Required) AND 7+ years relevant experience within a Hospital Revenue Cycle Department preferred.
• OR Associate of Arts or Science AND 5+ years relevant experience degree would be considered in lieu of experience within a Hospital Revenue Cycle Department preferred.
• OR Bachelor of Arts or Science AND 3+ years relevant experience degree would be considered in lieu of experience within a Hospital Revenue Cycle Department preferred.
•   Experience using EPIC preferred.