Financial Counselor Westlake

Essential Duties:

Provides excellent service and timely support. Performs assessment and collections activity on pre-service scheduled cases to resolve future and previous financial risk or escalate for appropriate review and approval in a timely manner

• Generate patient estimation of services as applicable and collect the specific deposit amount as outlined in UH policy
• Monitor, prioritize, collect and resolve self-pay accounts in accordance with standard operating procedures
• Assist patients with payment plan arrangements including collecting initial down payment as part of the process by following established departmental policy
• Monitor and work Financial Counselor worklist for respective locations and validates against the Encounter Prep Worklist to ensure all scheduled patients have been financially cleared
• Escalate financially risky accounts through designated escalation team for appropriate clinical and financial assessments
• Process payments by phone via electronic check, credit card, hard copy, payment database or any other approved means
• Identifies other options to resolve financial obligation that results in financial clearance.
• Continues to learn about industry leading practice to share and adopt as appropriate with leadership

Informs patients and executes financial assistance opportunities

• Understand, explain, execute and help determine eligibility for hospital financial assistance programs
• Coordinates with agencies and other departmental vendors as appropriate to ensure eligibility for possible insurance coverage or government programs has been thoroughly reviewed and pursued
• Works with internal and external resources as appropriate to support the patient with their education and understanding of coverage and/or payment options

Coordinates customer service support for patients inquiring about their account

• Identify patient or customer needs, clarify information, research and analyze issues, and provide solutions and/or appropriate alternatives
• Conduct a warm transfer to the Customer Service department via phone or email of the patient’s inquiries providing necessary details to ensure a positive patient experience
• Escalates as appropriate directly to the Customer Service Escalation Team for sensitive patient inquiries requiring immediate attention

Other patient facing and customer support expectations

• Maintains patient and physician confidentiality and professionalism in accordance with departmental and HIPPA guidelines at all times
• Consistently communicates issues and helps to review and implement people, process and technology improvements as appropriate
• Complies with training requirements related to process and solutions available to support workflow
• Assists in the analysis of claims resolution and provides feedback to management to put in place solutions and process improvements
• Assists in the development of new procedures/process with a focus on improvement in quality and quantity of work performed
• Assists in the establishment of performance goals, monitors compliance
• Performs other duties as assigned

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

Education

High School diploma or equivalent required.

Required Credentials, License, and / or Certifications.

CHAA required within first 6 months of hire - (CHAA is a National Association of Healthcare Access certification for Healthcare Access Associates) or related medical certification preferred.

Experience & Knowledge:

• Minimum 5 years’ experience in revenue cycle or healthcare related field
• Knowledge of managed care insurance requirements is essential
• Minimum 1 year direct Revenue Cycle Customer or Service Department, collection agency or sales experience preferred.
• Investigative/ research skills required to identify financial options for patients.
• Exceptional written and verbal communication skills
• Proficient with digital systems, applications and workflow.
• Advanced knowledge of medical billing and claims terminology and workflow processing.
• Consistently demonstrates advanced analytical and problem solving skills.
• Exceptional client service, communication, and relationship building skills required.
• Advanced knowledge of claim submission (UB04/HCFA 1500) and third party payers required.
• Self-motivated, works independently and consistently demonstrates the ability to perform with little to no supervision in a fast-paced environme

  Education

  High School diploma or equivalent required.

  
  

  Required Credentials, License, and / or Certifications.

  CHAA required within first 6 months of hire - (CHAA is a National Association of Healthcare Access certification for Healthcare Access Associates) or related medical certification preferred.

  
  

  Experience & Knowledge:

• Minimum 5 years’ experience in revenue cycle or healthcare related field
• Knowledge of managed care insurance requirements is essential
• Minimum 1 year direct Revenue Cycle Customer or Service Department, collection agency or sales experience preferred.
• Investigative/ research skills required to identify financial options for patients.
• Exceptional written and verbal communication skills
• Proficient with digital systems, applications and workflow.
• Advanced knowledge of medical billing and claims terminology and workflow processing.
• Consistently demonstrates advanced analytical and problem solving skills.
• Exceptional client service, communication, and relationship building skills required.
• Advanced knowledge of claim submission (UB04/HCFA 1500) and third party payers required.
• Self-motivated, works independently and consistently demonstrates the ability to perform with little to no supervision in a fast-paced environme