Financial Counselors develop and foster positive interactions with patients, physicians, and caregivers in this highly visible role. Responds to questions / concerns regarding monetary obligations as soon as possible with compassion and understanding. Financial Counselors are experts in registration, scheduling, precertification, and patient financial affairs. Counselors utilize effective techniques in collecting patient balances owed and resolving customer inquiries independently to ensure complete account resolution. Must prioritize cases to ensure timeliness of adjudication. Provides superior customer service while building trusting relationships and achieving organizational goals.
Subject matter expert regarding insurance benefits, payments, government assistance programs, community outreach, hospital and physician charges, and self pay. Determines eligibility for government assistance programs, (i.e. Medicaid, Healthy Family/Healthy Start, Hospital Care Assurance, etc.). Qualifies patients for University Hospitals financial assistance/free care/100% discounted care/discounted care as appropriate. Maintains current understanding of and executes policies/procedures to ensure compliance. Prepares estimates of hospital and physician charges, provides patient education regarding third party coverage and liabilities,and develops, communicates, and deploys payment options/plans. Collects anticipated balances and provides notification to patient of overdue or current balances. Posts and balances POS cash collections. Coordinates adjustments with Financial Services.
Recruits and trains patients to access Personal Health Record (PHR). Ensures department productivity and quality standards are exceeded. Maintains up-to-date knowledge of computer applications/systems, insurance/government regulatory requirements and UH/PAS policies/procedures used within the department. Functions as an integrated team member and works collaboratively with other staff and providers across the system to improve patient experience and department efficiency. Maintains a clean and organized work area. Will be cross-trained to perform other duties as assigned. Actively participates in UH emergency preparedness. May be scheduled to work at off-sites.
(This role encounters Protected Health Information (PHI) as part of regular responsibilities. UH employees must abide by all requirements to safely and securely maintain PHI for our patients. Annual training, the UH Code of Conduct and UH policies and procedures are in place to address appropriate use of PHI in the workplace.)
High School Equivalent / GED; Associate Degree or progress towards degree preferred. Medical Terminology and ICD 10 coding experience preferred.
Up-to-date CHAA - (CHAA is a National Association of Healthcare Access certification for Healthcare Access Associates) or related medical certification required. Notary Public preferred.
Minimum 4 years experience in hospital billing/finance department working with insurance companies/third-party payers or related experience required. Knowledge of managed care insurance requirements is essential. 1 years of experience may be substituted with bachelorâ€™s degree.