Financial Counselor - Patient Registration ED

Essential Functions

• Obtains, verifies, and documents complete demographic, insurance, and financial information for Emergency Department patients prior to discharge or follow-up care.
• Performs insurance verification, benefit validation, and patient financial responsibility calculations in compliance with Medicare and third-party payer requirements.
• Counsels patients on financial assistance programs such as HCHCP, completes and submits applications, and educates patients on available options.
• Calculates and communicates self-pay pricing and collects patient financial responsibility in accordance with hospital policies.
• Schedules follow-up physician appointments and add-on services, ensuring accuracy and compliance with TGH policies and procedures.
• Provides concierge-level assistance to patients, family members, and visitors, including wayfinding, registration support, and service recovery.
• Ensures compliance with EMTALA, CMS, TJC, and HIPAA regulations when validating hospital accounts and interacting with patients.
• Collaborates with nurses, physicians, ancillary departments, insurance carriers, care management, HIM, and external partners to coordinate care and financial support services.
• Maintains accurate account notes, completes work queue follow-up, and resolves patient or staff issues under guidance of leadership.
• Participates in performance improvement initiatives, required training, and continuing education while promoting teamwork, professionalism, and accountability.

Qualifications

• High School Diploma or GED.
• Three (3) years’ experience in Registration, Scheduling, and/or Collections and Billing.
• Working knowledge of registration, scheduling, insurance verification, billing, collections, and patient financial responsibility processes within a hospital setting.
• Demonstrated understanding of EMTALA, CMS, TJC, HIPAA, Medicare, Medicaid, HCHCP, and third-party payer requirements as they relate to patient access and financial counseling.
• Ability to screen patients for financial assistance programs, calculate self-pay pricing, complete HCHCP applications, and explain financial options clearly and compassionately.
• Strong ability to communicate professionally and empathetically with patients, families, visitors, and staff, both in person and over the phone.
• Expert ability to manage competing priorities, adapt to changing workflows, complete tasks accurately and on time, and maintain detailed account documentation.
• Proficiency in electronic health record systems, scheduling and registration platforms, insurance verification tools, and work queues to ensure accurate data entry and follow-up.