Patient Financial Counselor

About the role

This role works under the direct supervision of the Authorization leadership and provides financial counseling services including patient benefits, out-of-pocket responsibility, payment arrangements, and financial assistance. Excellent customer skills are required to interact with patients in a compassionate manner to ensure they understand their financial liabilities and available payment options.

Responsibilities

• Educate patients about their insurance coverage and benefits, including deductible, copay, coinsurance, and estimated out-of-pocket costs.
• Determine patient financial ability to pay.
• Collect patient responsibility due prior to treatments and procedures.
• Inform the practice of balances due that need to be collected at time of service.
• Provide financial counseling services regarding payment arrangements and financial assistance for uninsured and underinsured patients by phone or in person.
• Make determinations on financial assistance applications based on current Federal Poverty Levels and established policies.
• Obtain information and signatures on financial assistance program applications and route to appropriate teams in a timely manner for optimal financial turn-around.
• Set up, maintain, and edit payment arrangements on account when established.
• Refer patients as appropriate to outside social services organizations.
• Properly document all account activity in the Electronic Medical Record system and Practice Management System.
• Assist patients with questions regarding their accounts, insurance coverage, and/or patient assistance needs in a skillful manner using appropriate etiquette.
• Answer patient calls and requests promptly and efficiently. Return all messages within 24 hours.
• Assist patient balance collectors with inbound call volume.
• Maintain patient confidentiality at all times.
• Communicate with front office staff, clinical staff, and patient accounting regarding scheduling, patient treatment, and financial counseling needs.
• Follow Policy & Procedure parameters as outlined by management to ensure standardization of function.
• Additional responsibilities may be assigned to help drive our mission of improving the lives of everyone living with cancer.

Qualifications

• High school diploma or equivalent required.
• Bachelor’s degree preferred.
• Minimum of 3 years of experience working with financial counseling and/or AR collections, preferably in an Oncology healthcare setting.
• Medical Oncology and/or Radiation Oncology experience a plus.
• Expertise in insurance policies and regulations related to medical billing.

Skills

• Attendance is an essential job function.
• Working knowledge of government and managed care benefit structures.
• Excellent written and verbal communication skills.
• Excellent customer service skills.
• Ability to meet deadlines.
• Knowledge of clinic office procedures, medical practice, and medical terminology.
• Ability to interpret, adapt, and apply guidelines and policies and procedures.
• Ability to recognize, evaluate, and solve problems.
• Ability to prioritize work and manage time efficiently.
• Strong knowledge of Windows-based software applications (e.g., Word, Excel, Outlook).
• Strong collaboration with other team members required.