Financial Counselor- Financial Assistance Call Team- Remote

About the Role

This position is responsible for assisting patients with all billing inquiries across the organization in a face-to-face setting. The role ensures the best patient experience through timely and accurate assistance.

Responsibilities

• Promptly and courteously assist and provide accurate information to patients regarding their accounts or services in person, via email, fax, mail, or phone.
• Serve as a liaison between the patient, providers, external departments, or other responsible parties to ensure charges are applied appropriately, transactions are recorded, and account balances and discrepancies are resolved.
• Ensure appropriate authorizations are obtained timely and provide accurate estimates for upcoming procedures.
• Plan, organize, and prioritize work to discuss the importance of patients' financial responsibility.
• Educate patients on various available assistance options and explain the financial impact of different alternatives.
• Provide best-in-class service to every patient inquiry to maintain high levels of patient satisfaction.
• Represent the organization by demonstrating appropriate levels of competency and professionalism to resolve patient issues timely, accurately, and efficiently.
• Remain knowledgeable on current federal, state, and local laws, accreditation standards, or regulatory agency requirements and ensure compliance.
• Other related duties as required, including backfilling for coverage at other locations.

Requirements

• High School diploma or equivalent (required).
• Bachelor’s Degree (preferred).
• 1 year of customer service, healthcare, or office experience (required).
• Previous healthcare billing, collections, or customer service experience (preferred).
• Computer skills and dexterity required for data entry and retrieval of patient information.
• Effective verbal and written communication skills, with the ability to present information clearly and professionally.
• Proficiency with Windows-style applications (Word, Excel, PowerPoint), various software packages specific to the role, and keyboard use.
• Strong interpersonal skills and ability to multi-task.
• Ability to perform effectively in a fast-paced, ever-changing environment.
• Ability to remain calm and professional in high-pressure or stressful situations involving patient financial and medical conversations.
• Ability to work with minimal supervision and make independent decisions.
• Reliable transportation, as travel to other facilities may be required to fill in as needed.

Physical and Environmental Demands

• Sedentary Work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently to lift, carry, push, pull, or move objects. Involves sitting most of the time but may require walking or standing for brief periods.
• Normal routine involves no exposure to blood, body fluid, or tissue, but exposure or potential for exposure may occur.
• Works with patients who have known or suspected communicable diseases and may enter isolation rooms.
• Occupational risk for exposure to all communicable diseases and potentially hazardous medications or waste within the healthcare environment.