Job Title: Patient Accounts Representative (Revenue Cycle)

Location: onsite in the hospital in Cleveland Ohio 44195

*** a couple openings for remote BUT will be required to go onsite when coverage is needed (ie; call out, vacation coverage, etc). Hours will fluctuate based on float coverage (ex; if they need to cover at one of the hospitals and the shift coverage is 10-7, they will have to be able to work those hours). Weekends could be included when coverage is needed.

Required Experience: 
- Must be bilingual in Spanish 
- Strong customer service skills, this role will require moving around the hospital and visiting patients bedside and interviewing them for eligibility purposes. 
- Should have experience with Medicaid or Charity Care Eligibility

Training: First 2 weeks will be virtual corporate training with Firstsource before starting onsite at the hospital. Talent will be required to use personal laptop for training. They will then be sent Firstsource equipment so they can work remotely thereafter. 

***Full health and drug screens required to work at the hospital including vaccinations***

Position Summary

The Patient Eligibility Advocate is responsible for identifying and screening hospital patients who may qualify for State, County, or Federal financial assistance programs. This role involves conducting in-person screenings at the bedside or in the Emergency Room, assisting eligible patients with the application process, documenting all activity accurately, and maintaining ongoing communication regarding application status and progress.

Key Responsibilities

• Review hospital census reports and established referral sources throughout the day to identify self-pay patients who may qualify for financial assistance.
• Conduct eligibility screenings for State, County, and Federal assistance programs.
• Complete face-to-face screenings with patients at the bedside or in the Emergency Room whenever possible.
• Initiate and assist with eligibility applications, including identifying each patient's specific needs and directing them to the appropriate assistance program or agency.
• Introduce patients to available services and explain the ongoing support and follow-up they will receive throughout the eligibility process.
• Coordinate transitions to Patient Advocate Specialists or other appropriate team members to ensure continuity of service and a positive patient experience.
• Review hospital systems for available patient and account information related to identified self-pay accounts.
• Contact patients by telephone when an in-person screening cannot be completed.
• Document screening results, patient information, referrals, and application status accurately in designated tracking tools and hospital systems.
• Identify and document outpatient and Emergency Room self-pay accounts and update accounts when patients are accepted into applicable assistance programs.
• Conduct field-based activities, including patient home visits, when required to complete eligibility screenings.
• Provide clients with accurate updates and reports regarding screening activity, patient status, and overall progress.
• Maintain strict confidentiality and protect patient information in accordance with privacy and data security requirements.
• Consistently meet established productivity, quality, and performance metrics.
• Follow all applicable federal, state, and local laws, regulatory requirements, compliance standards, and security policies.
• Perform additional duties and responsibilities as assigned or required under the client contract.

Preferred Experience

• 1–3 years of experience in medical billing, medical coding, healthcare eligibility, hospital operations, government assistance programs, or a related healthcare field preferred.
• Previous experience in a customer service or patient-facing environment preferred.

Core Competencies & Skills

• Basic computer proficiency and the ability to navigate multiple systems and applications.
• Ability to explain complex financial, billing, and eligibility information to patients in a clear, professional, and compassionate manner.
• Strong customer service skills with the ability to respond to patient questions and concerns promptly and professionally.
• Demonstrated empathy and sensitivity when working with patients experiencing financial challenges.
• Ability to manage multiple patient accounts, referrals, and inquiries while maintaining accuracy and efficiency.
• Strong verbal and written communication skills.
• Ability to work effectively in a fast-paced hospital environment.

Additional Responsibilities & Expectations

• Build and maintain positive working relationships with hospital staff, including personnel across various departments and levels of the organization.
• Communicate significant changes or trends to management in a timely manner, including notable changes in referral volume or referral types.
• Obtain and provide relevant patient and account information to Patient Advocate Specialists as needed, including discharge dates, account balances, itemized statements, and medical records.
• Maintain accurate daily records and logs of all referred accounts.
• Consistently meet established performance goals, productivity expectations, and objectives.
• Protect patient and account information by maintaining strict confidentiality at all times.
• Maintain a professional, organized, and clean workspace.

^*We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance (FCIHO), Los Angeles Fair Chance Ordinance for Employers (ULAC), The San Francisco Fair Chance Ordinance (FCO), and the California Fair Chance Act (CFCA).

^*As a job position within our Revenue Cycle division, a successful completion of a background check may be required as a condition of employment. This requirement is directly related to essential job functions including but not limited to: accessing financial and confidential information, handling financial and other payment data, and working within departments that care for vulnerable populations, such as, minors, elderly and those with physical or mental disabilities. Due to these job duties, this position has a significant impact on the business operations and reputation, as well as the safety and well-being of individuals who may be cared for as part of the job position or who may interact with staff or clients.