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Patient Financial Health Advocate (558) 

Category Gateway Patient Financial Services - 8215  

Position Purpose: The Health Advocate is available to patients and families to verify orders, obtaining prior authorization, scheduling appointments, obtaining demographic information and ability to answer questions regarding their insurance and estimates of out of pocket. The Patient Financial Health Advocate is also responsible for assisting patients and/or families to access financial resources. Including access to social services and other designated resources with guidance to those patients who may qualify for assistance through state, county, and federal programs.


  • Demonstrated communication skills to effectively communicate with patients and patients' families.
  • Demonstrated reading skills to interpret instructions, manuals, insurance information, physician instructions and patient correspondence.
  • Demonstrated math skills to calculate patient bills.
  • Demonstrated knowledge of medical terminology.
  • Operational knowledge of telephones, fax machines, postage machines, and other office equipment.
  • Demonstrated oral communication skills needed to develop patient rapport and ability to independently address patient needs as appropriate.
  • Demonstrated ability in handling patient confidentiality.
  • Ability to work with peers in a team situation and create a positive work environment for team members.
  • Demonstrate a functional and technical understanding of applicable scheduling and billing software, Intranet and Internet usage, Excel/Word software, E-mail Usage and Web-based applications. Required to check e-mail daily and use as a source of internal and external communication. Required to understand and utilize electronic medical record technology.
  • Demonstrate knowledge of current resources and programs to assist the patient's needs for financial resources
  • Demonstrates ability to act with sensitivity as a patient advocate

Essential Functions:

The following list describes the essential duties of this role. Individuals in this role may perform additional, related duties not listed here.

  • Assist appropriate patients and families to explore options for financial assistance for medical services with referral to Social Services when appropriate
  • Interacts with patients in a warm friendly manner showing respect and courteousness
  • Enter data into systems accurately, completely and timely
  • Obtain necessary insurance information for patients. Answer questions or directs patients to appropriate staff members for questions regarding insurance, billing, payment, and/or collection arrangements.
  • Verify patient insurance eligibility
  • Determine appropriate monies owed and due from patients
  • Follow up with appropriate patients and families for financial assistance needs
  • Transfer calls to appropriate person or voice mail as directed
  • Meet with patients to discuss estimated costs of services
  • Work closely with patients and patient financial services to resolve account balance issues and establish payment plans
  • Obtains needed prior insurance authorization for diagnostic tests
  • Develops appropriate templates of charges by care regimen to assist patients.
  • Assist in disability and medical necessity forms to assist patients
  • Participates in all departmental and organizational meetings


Demonstrates the following competencies:

Attitude/Customer Competencies

  • Caring, compassionate, and approachable in all customer contacts
  • Privacy - respects customers' right to privacy and modesty
  • Confidentiality - maintains customers' confidentiality in matters relating to patient and family
  • Telephone etiquette - speaks so that customers hear a smile
  • Appearance - takes personal ownership in appearance and that of work environment
  • Initiative - takes necessary steps to fix problems immediately
  • Providing Direction and Customer Acknowledgment - provides personalized attention by being courteous, friendly, and helpful when responding to customers' needs
  • Timely service - recognizes that customers' time is very valuable; provides them with prompt service
  • Customer information/education - provide information to patients and families to reduce anxiety and convey an attitude of acceptance, sensitivity, and caring
  • Professional relationships - maintain and convey relevant information to other members of the healthcare team within facility and any applicable referral agencies

Relationship Competencies/Work Group Competencies

  • Demonstrates advocacy, respect and truth telling
  • Demonstrates accountability for own actions
  • Demonstrates ability to respectfully address interpersonal conflicts
  • Takes initiative to help others
  • Demonstrates a learning attitude toward solving problems
  • Demonstrates openness to change and new learning
  • Reports to work on time and has regular attendance
  • Adheres to practice defined dress code
  • Attends Staff meetings, in-services, and continuing education
  • Accept assignments based on workload, priorities, and the qualifications and competencies of self and of other staff members

Ethical Decision-Making

  • Respects the needs, expectations and rights of all individuals
  • Advocates the rights of all to a safe environment
  • Uses sensitivity to interact with patients and families with a variety of developmental and socio-cultural backgrounds to guide decision-making

Performance Improvement

  • Identifies work processes and strives to reduce cost and increase satisfaction
  • Identifies customers and demonstrates understanding of customers' expectations
  • Actively works to increase satisfaction of all
  • Monitors customers' satisfaction
  • Takes active role in department process improvement efforts; demonstrates understanding of outcomes
  • Demonstrates an understanding of responsibilities
  • Demonstrates diagnostic thinking/reasoning
  • Utilizes feedback from peers, supervisor, customers to drive performance and behaviors
  • Prioritizes workplace safety
Position Requirements

Required Experience: Knowledge of medical office practices and procedures. Knowledge and experience with office equipment, multifunction copiers and phone systems. Customer service experience and ability to work in a fast-paced high stress environment. Excellent communication skills, spelling and grammar. Attention to detail. Good keyboarding skills. Prefer two plus years of experience in a healthcare setting.

Required Education: High School Diploma or GED required

Required License: None

Full-Time/Part-Time Part-Time  
Shift Days  
Sign-On Bonus  
Position Patient Financial Health Advocate (558)  
Number of Openings 1  
Exempt/Non-Exempt Non-Exempt  
Open Date 9/3/2021  
Location Gateway  
About the Organization Hancock Regional Hospital serves Hancock County and the surrounding areas as a full-service community hospital focused on primary care, patient comfort, and convenience.

Today, a highly skilled medical and professional nursing staff anchors Hancock Regional Hospital. We have a state-of-the-art surgery department, 24-hour emergency services, OB services, progressive and critical care, a geropsychology unit, home healthcare, occupational health, a transitional care unit, a total oncology program with a cutting-edge radiation oncology center, many private rooms, and a full complement of Inpatient and outpatient services.

Our Mission is to be a Caring Community Partner by healing, improving health and wellness, alleviating suffering, and delivering acts of kindness one person at a time.  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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