Senior Financial Navigating Specialist

O.N.E Purpose

Customer Obsession: Consistently provide exceptional experiences for our clients, patients, and colleagues by understanding their needs and exceeding their expectations.

Embracing New Ideas: Continuously innovate by embracing emerging technology and fostering a culture of creativity and experimentation.

Striving for Excellence: Execute at a high level by demonstrating our “Best in KLAS” Ensemble Difference Principles and consistently delivering outstanding results.

The Opportunity

• Bonus Incentives
• Paid Certifications
• Tuition Reimbursement
• Comprehensive Benefits
• Career Advancement

This position pays between $20.45 - $22.50/hr based on experience

This position is an onsite role, and candidates must be able to work on-site at Thedacare Medical Center, Appleton, WI

Job Responsibilities

• Reviews benefits and estimates out-of-pocket costs
• Facilitates payment arrangements
• Ensures compliance with organizational and regulatory requirements
• Calculates patient liability estimates and collects payments at point of service
• Addresses billing and coverage inquiries
• Maintains accurate account documentation
• Provides education and problem resolution to enhance patient experience and financial performance
• Maintains continuous monitoring of trends and prepares operational reports
• Supports process improvement initiatives to reduce financial barriers and improve satisfaction
• Has subject matter knowledge in financial counseling, public benefits eligibility, billing, and customer service
• Triages patient questions and ensures resolution
• Performs regular patient rounding in the registration lobby to ensure efficient patient throughput and optimal patient experience
• Proactively identifies financial process gaps
• Maintains consistent communication and collaboration with client patient care advocate or designated personnel that receive external patient inquiries, concerns, or complaints
• Communicates and collaborates with other personnel as needed, including case management, social workers, customer service or physician liaisons
• Produces monthly operating report for executive review
• Trends analysis of issues discovered, actions taken, project proposal, etc.
• Answers inbound phone calls during peak call hours
• Researches and responds to account inquiries in a timely manner
• Knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues
• Demonstrates critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position
• Works with leadership team to implement workflow changes if appropriate
• Communicates patterns and trends with other departments to improve work standards
• Performs other duties as assigned

Experience We Love

• 3-5 years' experience in multiple areas of the revenue cycle is preferred, including but not limited to a financial counselor role, customer service role, or other applicable roles
• Prior customer service and/or hospital experience is a plus

Qualifications We Love

• Bachelor’s degree or Equivalent experience in Healthcare Management / Administration

Required Qualifications

• High School diploma/GED required
• CRCR Required within 6 months of hire
• Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences