Assistant Financial Navigator

Responsibilities

• Manages and addresses all phone inquiries from the financial customer service line, which involves the following:
• Anticipate patient financial needs;
• Provide general financial roadmap to patients to set expectations;
• Provide general financial consultations;
• Inform patients of financial liability, insurance coverage, limitations and external/alternate financial options;
• Interpret insurance contracts;
• Document all interactions with and on behalf of patient;
• Act as communication liaison and clinic resource.
• Supports FN Team In The Following:
• Reply to patient inquiries via email or the IDEAS patient portal;
• Conduct financial consults in-person, asynchronous or synchronous basis;
• Secure collection of patient accounts.
• Addresses patient financial grievances at point of service. Identifies appropriate resource as needed. Utilizes knowledge of unit or clinic operations to propose new workflows or methods to increase future patient satisfaction.
• Conducts billing account audit and reconciliation, and provides financial estimates via phone, email and/or the Ideas Patient Portal system.
• Provides new patients with an overview of resources and general information on billing, scheduling, and locating resources for clinical questions or concerns.
• Participates in workgroups and other special projects as required to support improvements in the patient financial experience.
• Gathers and documents trends on patient issues, barriers or concerns and provides recommendations to management.

Qualifications

• Strong knowledge of billing and / or collections processes, concepts, systems and external regulations.
• Familiarity of clinical medical billing practices including coding, billing systems and documentation requirements.
• Knowledge of ambulatory care clinic practice management including patient workflows and processes.
• Demonstrated understanding of medical terminology and clinical knowledge of clinical practice area.
• Strong knowledge of the regulations and confidentiality issues involved in the revenue side of medical care, including private and government insurance, self-pay, collections, and reporting and data management.
• Strong interpersonal and customer service skills to work effectively with a diverse population of patients, staff, physicians and other medical professionals in regards to the billing and collection process, and to productively negotiate terms for successful resolution of outstanding billing inquiries.
• Ability to be diplomatic and highly organized. Ability to remain calm under pressure and apply sound judgment especially during times when patients and partners are in high emotional state.
• Ability to work independently in a fast-paced, demanding environment with minimal supervision. Ability to manage and oversee multiple tasks simultaneously, including high daily call volume.
• Strong written and verbal communication skills with the ability to communicate effectively with a high volume/high expectation customer base.
• Proficiency with Windows-based software including Microsoft word, Excel, Outlook. Knowledge of computer systems and software used in functional area.
• Strong analytical skills to produce comprehensive reports, and identify trends and variations.
• 1-2 years of experience in ambulatory care clinics, finance or related area.
• Bachelor's degree in related area and / or equivalent experience / training.