Advocate, Patient Financial Advocate

Job Summary: The Patient Financial Advocate (PFA) serves as the primary contact for all patient billing inquiries, customer service, and financial assistance needs within a healthcare setting. This role acts as a liaison between patients, providers, and payers to resolve post-care account issues efficiently. The advocate provides clear information about billing practices, policies, and patient statements, helping patients understand their financial responsibilities and guiding them toward resolving outstanding balances. Essential Responsibilities: Serve as the main point of contact for patient questions or requests regarding accounts via phone, in-person visits, email, patient portals, or other platforms. Provide patient cost estimates for uninsured individuals or those seeking to understand balances with current insurance coverage. Respond promptly to inbound calls from patients, physician offices, and insurance carriers, aiming for immediate resolution. Utilize multiple resources to address patient inquiries and prepare or review billing correspondence. Collect patient payments and manage posting adjustments, refunds, and contractual allowances within authorized limits. Communicate effectively about Explanation of Benefits (EOB) and payer regulations. Document all patient account activities clearly, including next steps for resolution. Prepare written responses to patients and customers regarding account resolution and complaint recovery. Collaborate with administrative departments and service areas daily to facilitate account resolution. Identify operational barriers and contribute to developing effective solutions. Ensure financial assistance applications are accurately completed and processed according to guidelines. Work with social workers or eligibility vendors to assist with Medicaid applications, maximizing patient funding based on eligibility. Help patients develop payment plans to resolve liabilities following organizational guidelines. Provide coverage for various department positions during absences. Perform other duties as assigned. Education and Experience: High school diploma or equivalent required. Preferred 1-2 years of experience with patient billing and account payment procedures in a healthcare environment. Work Shift: Varied shifts with approximately 24 scheduled weekly hours. This position is located in a regional healthcare facility serving the Midwest area of the United States.

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