Financial Counselor

About the Role

This position is responsible for monitoring account balances and obtaining payments on all private pay and insurance residual accounts in accordance with credit and collection policies of Samaritan Healthcare. The professional in this role serves as the primary point of contact, advocate, and educator for patients and guarantors, ensuring they have a clear understanding of their financial responsibilities and helping them navigate financial options and alternatives. These include State Medicaid, Financial Assistance Program, payment plans, and other government or community-based resources.

Responsibilities

• Work closely with patients and guarantors to explain Samaritan Healthcare billing practices, payment expectations, and alternative resources.
• Receive and resolve incoming correspondence regarding payment, insurance, billing, and financial assistance.
• Identify patients and guarantors eligible for medical assistance programs under Medicaid and the Washington State health benefit exchange; assist patients in applying for available coverage, including retro-active coverage.
• Process all Financial Assistance applications, denials, and appeals in a timely manner; notify applicants of determinations via appropriate letters.
• Make necessary demographic changes in accounts and prompt patient billing statements as needed.
• Help patients and guarantors develop plans to resolve liabilities, including establishing short- or long-term payment plans according to collection policy guidelines.
• Initiate collection activities using all appropriate means to recover payment on accounts; follow up timely for possible referral to debt collection agency. Document all collection activity.
• Assist with MyChart functionality, Interactive Voice Response (IVR) payment system, online payment system, and/or banking auto-payment setup at the patient’s request.
• Review bankruptcies monthly to ensure proper follow-up and protect Samaritan Healthcare receivables.
• Review credits continuously to ensure balances are applied or refunded timely.
• Per Washington State Law, promptly notify callers that the call may be monitored or recorded for quality assurance purposes.
• Maintain professional growth and development through seminars, workshops, and professional affiliations to stay current with trends in the field.
• Follow safe work practices and policies to prevent injuries, including security and safety protocols, understanding of MSDS, equipment use, infection control, fire, disaster, and safe lifting practices.
• Comply with organization policies, procedures, and labor agreements.
• Maintain courteous and efficient interactions with team members and other support groups in alignment with organizational values.
• Conduct self in a professional manner and ensure personal appearance meets organizational standards.
• Handle additional accountabilities as required by management to meet organizational standards.

Requirements

• High school diploma or equivalent; prefer one (1) year of college-level coursework in business or a related field.
• Previous billing or collections experience preferred.
• Excellent verbal and written communication skills; ability to work under time constraints and perform duties effectively.
• Strong working knowledge of medical terminology.
• Knowledge of Washington State collection laws and FDCPA.
• Demonstrated competency on equipment listed on department-specific checklists.
• Critical thinking skills: ability to seek resources for direction, perform independent problem-solving, and make logical, deliberate decisions.
• Demonstrates accountability, exercises safe judgment in decision-making, and practices within legal and ethical guidelines.
• Competency in caring for customers/patients across the age continuum.

Skills

• Verbal and written communication
• Medical terminology
• Washington State collection laws and FDCPA
• Critical thinking and problem-solving
• Time management and ability to work under constraints
• Professionalism and adherence to organizational values

Work Environment

The professional in this position reports to the Director of Revenue Cycle and works closely with department professionals and other healthcare professionals to provide high-quality services to all customers.

Physical Requirements

• Occasional standing, walking, lifting, reaching, kneeling, bending, stooping, pushing, and pulling.
• Ability to communicate using verbal and/or written skills for accurate exchange of information with physicians, nurses, healthcare professionals, patients, family, and the public.

Schedule

This is a full-time position working Monday–Friday from 9:00 AM–5:30 PM PST.