Financial Advocate

Job Summary

We are seeking a compassionate, detail-oriented Financial Advocate to join our team in South Jordan, Utah. This position serves as a crucial support for clients and families navigating the financial aspects of their care. The Financial Advocate is responsible for reviewing insurance coverage, providing cost estimates, helping clients understand their financial obligations, and collaborating with internal teams to promote smooth billing and admissions processes.

Client Financial Education & Support

• Meet with clients to review insurance benefits and provide individualized cost estimates based on current coverage and treatment plans.
• Clearly explain deductibles, copays, coinsurance, and other insurance-related terms to improve client understanding.
• Proactively educate clients on their financial responsibilities at intake, during care transitions, and at discharge.
• Set up automated payment plans or secure full payment prior to treatment start.

Account Management

• Monitor and update clients on changes to their insurance coverage or benefits.
• Rewire and maintain payment plans based on evolving client needs or insurance adjustments.
• Track recurring payments, declined cards, and outstanding balances.
• Collaborate with clients nearing discharge to reconcile accounts and finalize payment responsibilities.

Customer Service & Communication

• Respond promptly and professionally to client questions or concerns about financial matters, via phone, email, or in person.
• Serve as the liaison between clients, billing teams, and insurance companies to ensure accurate communication and coordination.
• Maintain a warm, supportive, and nonjudgmental approach when discussing sensitive financial topics with clients and families.

Collaboration & Documentation

• Partner with clinical, admissions, and billing teams to ensure accurate and up-to-date financial communication throughout treatment.
• Attend weekly Admissions and Billing meetings and communicate relevant financial updates.
• Document all client interactions and updates in the EHR system in a timely and detailed manner.
• Create and maintain a process manual and training materials for future team members.
• Aid in the development of financial education materials for clients.

Qualifications

• Education and Experience: High school diploma or equivalent (required); Associate’s or Bachelor’s degree in a healthcare, finance, or human services-related field (preferred).
• Minimum of 2 years of experience in medical billing, financial counseling, healthcare customer service, or a related role.
• Must have a solid working knowledge of insurance concepts, including deductibles, coinsurance, copays, and out-of-pocket maximums, with the ability to clearly and accurately explain these terms to clients.
• Technical Skills: Familiarity with insurance verification processes and EHR systems (Lightning Step experience preferred). Ability to read and interpret Explanation of Benefits (EOBs), understand benefit breakdowns, and assist clients in evaluating their financial obligations. Proficient in Microsoft Office (Word, Excel, Teams) and general computer literacy.
• Soft Skills: Excellent verbal and written communication skills. Empathetic, patient-focused mindset with a commitment to excellent service. Strong organizational skills and ability to prioritize in a dynamic environment. Ability to handle sensitive information with confidentiality and professionalism.

Key Performance Indicators (KPIs)

• Client cost estimate delivery within 48 hours of insurance verification.
• Payment plans established or updated within 24 hours of request.
• Client financial inquiry resolution within 1 business day.
• 100% of clients discharged with a reviewed and documented financial summary.
• Unauthorized treatment days tracked and reported accurately.
• Completion of internal process manual and new-hire training plan.