What are the responsibilities and job description for the Patient Financial Counselor position at Piedmont?
Schedule will be either Tuesday-Saturdays or Wednesday-Sundays (hours on weekdays 12:00 pm - 8:00 pm and weekend days 9:00 am - 5:00 pm).
The Patient Financial Counselor is responsible for proactively contacting patients that have been seen in WellStreet clinics to resolve a patient owed outstanding balances prior to sending accounts to an external collection agency. This role requires excellent communication and negotiation skills, attention to detail, and ability to work in a fast-paced environment.
Duties and Responsibilities
Patient Financial Services (PFS)
• Contact patients via phone, email, text, and mail to resolve patient owed outstanding balances.
• Utilize EMR system to review and update patient information. Maintain accurate records of patient interactions.
• Understanding of insurance contractual agreements & communicating to patients their responsibility
• Research and resolve billing discrepancies and patient inquiries.
• Identify and escalate complex accounts to supervisor/manager.
• Negotiate payment arrangements and settlements with guarantor/patient.
• Process payments and update patient records.
• Interfacing with clinic staff on patient billing issues
• Meet or exceed productivity and quality standards.
• Support all other functions of the Revenue Cycle Team
Minimum Qualifications
• 1 years of experience in patient billing, patient calls, and collections
• 1 years of experience in understanding the policies of insurance companies and how they impact the patient
• Motivated, dependable, and flexible with the ability to handle periods of stress and pressure
• High School diploma or equivalent
Required Skills
• Attention to detail, critical thinking, and problem-solving skills
• Strong written and verbal communication
• Knowledge of company policies
• Time management and organizational skills
• Ability to maintain a consistent teamwork mentality
• Computer and MS Office Skills (Familiar with Excel)
• Experience with electronic health records (EMRs) and patient engagement platforms.
• Strong interpersonal skills and ability to hold others accountable
• Ability to motivate, support, and create positive work environment
• Extremely organized with a strong attention to detail
Recommended Skills for Success
• Experience in handling high volume patient phone calls with patience and continuity
• Ability to be patient, understanding, and empathetic while maintaining the collections approach
• Knowledge of insurance payers, insurance verification, the AR/revenue billing lifecycle and appealing denied claims
• Energy, enthusiasm, and the ability to work under pressure in a high volume, fast paced, start-up environment
• Ability to work within a team environment and maintain a positive attitude
• Excellent documentation, verbal, and written communication skills as it relates to patient responsibility and collecting patient balances
• Ability to communicate directly with patient while handling conflict in a professional manner
