Job Description

1 © Firstsource Solutions Limited | September 8, 2026

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM)

services. Firstsource specialises in helping customers stay ahead of the curve through transformational

solutions to reimagine business processes and deliver increased efficiency, deeper insights, and

superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the

US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering

complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial

Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies

Job Title: Patient Financial Advocate Cleveland Clinic Mercy Hospital

Job Type: Full Time

Grade: H2

Function/Department: Eligibility Services

Reporting to: Manager – Eligibility Services

Pay Range: $ 22-24

Role Description: The Patient Financial Advocate is responsible to screen patients on-site at

hospitals for eligibility assistance programs either bedside or in the ER. This includes providing

information and reports to client contact(s), keeping them current on our progress.

Roles & Responsibilities

• Continuously review the hospital census or follow established referral procedures to

consistently identify self-pay patients throughout the day.

• Screen patients referred to Firstsource for eligibility assistance programs at the State,

County, and/or Federal levels.

• Initiate the application process at the patient's bedside when feasible.
• Identify specific patient needs and assist them in completing enrollment applications

for the appropriate assistance agency.

• Introduce patients to Firstsource services and inform them of our regular follow-up

regarding their progress.

• Facilitate the transition, where applicable, for the backend Patient Advocate Specialist

to establish a positive rapport with the patient.

• Record all patient information on the designated in-house screening sheet.
• Document screening results in the onsite tracking tool and the hospital's computer

system.

• Identify outpatient/ER accounts designated as self-pay from the census or relevant

2 © Firstsource Solutions Limited | September 8, 2026

• Review the system for available information for each outpatient account identified as

self-pay.

• Conduct face-to-face screenings on-site when possible; attempt to reach patients by

telephone if on-site screening is not feasible.

• Document outpatient/ER accounts when accepted in the hospital system and the

onsite tracking tool.

• Perform necessary fieldwork, including patient home visits, to screen for eligibility in

State, County, and Federal programs.

• Fulfil any other duties as assigned or required by the client contract.

Additional Duties and Responsibilities:

• Cultivate and maintain positive working relationships with hospital staff at all levels

and in various departments.

• Report significant occurrences to management promptly (e.g., significant changes in

the number or type of referrals).

• Access information for the Patient Advocate Specialist as needed (discharge dates,

balances, itemized statements, medical records, etc.).

• Maintain an accurate log of accounts referred each day.
• Achieve specified goals and objectives as assigned by management on a regular basis.
• Always uphold confidentiality standards for account information.
• Maintain an organized and tidy workstation.
• Adhere to established policies and procedures outlined in the Employee Handbook

and the Employee Code of Conduct.

• Actively participate in and remain aware of the Corporate Compliance Program.

Expected/Key Results

• XXXXXX

Preferred Educational Qualifications

• High School Diploma or equivalent required.

Preferred Work Experience

• 1 – 3 years’ experience of medical coding, medical billing, eligibility (hospital or

government) or other pertinent medical experience is preferred.

• Previous customer service experience preferred

Competencies & Skills

• Must have basic computer skills
• Effectively communicate complex financial information to patients in a clear and

empathetic manner.

• Provide exceptional customer service, addressing patient concerns and inquiries

promptly and professionally.

• Demonstrate compassion and understanding towards patients facing financial

3 © Firstsource Solutions Limited | September 8, 2026