Patient Financial Counselor

The Patient Financial Counselor is responsible for educating patients regarding account resolutions and financial assistance options. Specifically, this position will be responsible for intake and review of financial assistance documentation and determination of financial assistance outcomes. The Patient Financial Counselor will leverage their knowledge of insurance reimbursement and patient billing and collections processes to improve account resolution rates.

• Serve as a subject matter expert relative to patient billing and collections, with particular emphasis on the role of financial assistance in patient account resolution
• Review financial hardship applications and supporting documentation, make determinations of eligibility within predetermined parameters and communicate outcomes to applicants
• Respond to telephone and email inquiries from patients and other responsible parties regarding financial assistance program requirements, any steps necessary to complete the application process, as well as application review status and outcome
• Effectively communicate with patients and employees at all levels of the organization to resolve issues and grievances related to the financial hardship program, as well as post-hardship billing and collections activity
• Identify and recommend changes and/or enhancements to improve overall account resolution rate, utilization of the financial hardship offering and ultimately the patient experience, while maintaining adherence to compliance regulations
• Assist with testing, implementation, and troubleshooting of new processes
• Perform all job duties while maintaining compliance with all appropriate regulatory requirements including SEC, IRS and HIPAA
• Other duties as assigned

Education & Experience

Required:

• Bachelor's degree or equivalent work experience
• 3+ years' experience in patient-facing health care field with customer service or collections responsibilities

Preferred:

• Previous experience auditing or reviewing patient files
• Previous experience working with financial assistance programs or charity care

Knowledge & Skills

• Knowledge of medical insurance benefits, medical billing, coding, verification of benefits, prior authorization and claims processing
• Ability to manage difficult or emotional situations effectively
• Ability to successfully manage multiple tasks concurrently
• Demonstrated ability to communicate effectively with patients, colleagues and management
• Strong relationship building skills
• Exceptional documentation skills with the ability to be clear and concise
• High attention to detail and accuracy
• Ability to proactively identify issues and collaborate on solutions
• Exceptional problem-solving skills
• Ability to take initiative, work independently and achieve success with minimal supervision
• Thrive in a fast-paced, continuously changing environment
• Proficient in use of MS Word, Excel and Outlook