Patient Financial Counselor 1

About the role

The Financial Counselor interviews and reviews uninsured or underinsured patients (inpatients, outpatient surgeries, and observation patients) daily to obtain third‑party billing information, establish payment arrangements, and secure financial clearance including Medicaid, HCAP, or Charity programs. Responsibilities include understanding and verifying coverage for Outpatient, Inpatient, and Ambulatory Surgery Services, providing financial counseling, and recommending third‑party financial assistance programs or payment plans to patients and family members.

Responsibilities

• Interview and review uninsured/underinsured patients daily (inpatients, outpatient surgeries, observation patients)
• Obtain third‑party billing information and establish payment arrangements
• Secure financial clearance including Medicaid, HCAP, and Charity programs
• Verify coverage for Outpatient, Inpatient, and Ambulatory Surgery Services
• Provide financial counseling to patients and families
• Recommend third‑party financial assistance programs and payment plans
• Collect payments and set up payment arrangements
• Resolve conflicts independently and within the team
• Handle difficult customers in stressful situations using critical thinking and problem‑solving skills
• Multi‑task and independently prioritize tasks, routing work appropriately without supervisor involvement
• Escalate issues appropriately to upper management
• Work independently and identify opportunities for new work when time allows
• Work collaboratively with others
• Participate in Process Improvement Initiatives and Special Projects
• Participate in Health System and Departmental In‑services, education forums, and meetings as required
• Train others as needed

Requirements

• High School diploma or equivalent
• At least 6 months in a healthcare setting and/or revenue cycle department or customer service experience OR at least 6 months experience in a financial counseling role with demonstrated success meeting standards from previous employer
• At least 6 months experience utilizing Microsoft Office programs (emphasis on Word and Excel)
• At least 6 months experience utilizing computers and websites
• Strong interpersonal, verbal, and written communication skills
• Experience with technologies such as web camera, check reader, electronic insurance eligibility systems, insurance websites, ACD telephone systems, and workforce management systems
• Ability to resolve conflicts independently and within a team
• Ability to handle difficult customers in stressful situations
• Critical thinking and problem‑solving skills
• Self‑motivated and dependable
• Detail‑oriented, highly organized, and able to perform duties with a high level of accuracy
• Escalates issues appropriately to upper management
• Works independently and identifies opportunity for new work when time allows
• Works collaboratively with others
• Collects payments and sets up payment arrangements
• Ability to multi‑task and independently prioritize tasks and route work appropriately without supervisor involvement

Qualifications

• Associate’s degree or higher preferred
• At least 1 year experience in a healthcare setting and/or revenue cycle department or customer service experience OR at least 1 year experience in a financial counseling role
• At least 1 year experience with insurance verification/identification, Microsoft Office, Medical Terminology, and EPIC or other EMR
• At least 1 year experience utilizing computers and websites
• Experience training others
• Participation in Process Improvement Initiatives/Special Projects
• Demonstrated competency measured by annual quality checks