Financial Counselor – Orlando Health Lakeland FSED (Day Shift)

Assists patients and their families with a host of services to ensure that the process of collecting payments is fully explained and as comfortable as possible. The Orlando Health System of Care includes award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices, and outpatient facilities that span Florida’s east to west coasts, Central Alabama, and Puerto Rico.

About The Facility

Located at 4000 Lakeland Highlands Road, Lakeland, FL, this new Orlando Health freestanding emergency department will provide 24/7 emergency care to the growing Lakeland community. The facility will feature:

• Up to 24 patient exam rooms
• A state-of-the-art imaging suite
• On-site laboratory services
• Ambulance bay access
• Approximately 20,800 square feet of clinical space

Schedule

Day Shift: 7:00 AM – 7:30 PM

• Three 12-hour shifts per week (3×12 schedule)
• One additional 6-hour shift per week
• Every other weekend rotation
• Consistent, predictable scheduling with alternating weekends

Example Schedule

• Week 1: Three 12-hour shifts, one 6-hour shift, off weekend
• Week 2: Three 12-hour shifts, one 6-hour shift, work weekend
• Schedule repeats on a biweekly rotation

Responsibilities

• Understands the importance Orlando Health places on providing exemplary customer service and performs job functions in a manner that helps meet the department customer service goals.
• Demonstrates a positive and professional approach and communicates effectively with customers and team members at all times.
• Efficiently and accurately gathers and inputs patient/guarantor demographic and financial information.
• Contacts Primary Care or Admitting Physician to obtain authorizations, diagnosis, and procedure detail as necessary.
• Explains necessary forms and obtains signatures from patient/guarantor.
• Contacts appropriate payers, verifying benefits and obtaining necessary authorizations.
• Explains insurance benefits and collects co-pays, deductibles, and self-pay portions due.
• Collects for related professional care when appropriate.
• Documents authorization and benefit information in registration system.
• Assembles patient record and obtains copies of relevant documents including insurance cards, photo identification cards, and any advance directives.
• Demonstrates a basic knowledge of third-party reimbursement requirements and regulations.
• Exhibits competency in the use of all registration systems, electronic verification tools, and Web-based resources.
• Follows Patient Financial Services self-pay policies including completion of Guarantor Financial Statement Application, explanation of payment options, and collections of monies due.
• Follows Patient Financial Services policies related to cash handling.
• Performs basic individual cashiering functions.
• Collects and inventories patient valuables following policy guidelines.
• Maintains basic understanding of the medical necessity screening process and appropriate systems.
• Performs appropriate pre-registration functions including calling physician offices, insurance payers, and the patient/guarantor, as necessary.
• Maintains departmental logs for statistical reporting.
• Consistently meets Quality Assurance standards set by Patient Access and the department.
• Meets departmental goals regarding collections, productivity, and customer service.
• Maintains flexibility in work schedule availability that allows the department to change/modify work schedule to meet departmental needs.
• Meets federal, state, and hospital requirements related to compliance issues.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Attends and participates in department staff meetings and attends other meetings as assigned.
• Responsible for reviewing and adhering to all Patient Financial Services and departmental education initiatives.
• Meets all corporate and Patient Financial Services annual recertification and education requirements.
• Assists his/her manager in planning and organizing department activities.

Benefits

Orlando Health is committed to providing benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. Benefits begin on day one and include:

• Four (4) weeks paid parental leave
• Debt-free degrees through the Preferred Education Program
• Tuition reimbursement and loan repayment programs
• Back-up childcare and elder care
• Fertility benefits and adoption assistance
• NCLEX reimbursement
• Free NCPDs for RN license
• Free Kaplan review courses
• Dedicated RN career counselor and GN Coordinators to develop you
• Specialty certifications reimbursement

Qualifications

• High School diploma or equivalent
• Must complete Patient Financial Services Orientation program and annual educational requirements
• Two (2) years’ experience in a financial, business office, or customer service environment required
• Proficient in Windows Microsoft Office-based products (Word, Excel, PowerPoint)
• Typing proficiency
• One (1) year PC/Windows experience