FINANCIAL COUNSELOR

REPORTS TO: Director of Business Office

SUMMARY STATEMENT & PURPOSE

The Financial Counselor promotes positive customer relationships by providing accurate and timely financial information to current patients and provides general support to the business office post-discharge.  The Financial Counselor is the liaison between patients and their insurance companies; often coordinating payments and answering questions from both parties. Coordinates with the facility Business Office, the corporate Central Business Office, Intake/Admissions Department, Utilization Review, and Clinical Team Members.

All employees are expected to be pleasant, respectful, and courteous in all interactions with patients, families, staff, and visitors of the Hospital, as well as being a positive representative of INBH at all times.

MINIMUM QUALIFICATIONS

• Two years of related customer service experience required, in a healthcare environment desired, or a combination of education, experience and training.
• Knowledge of accounts receivable collection techniques.
• Knowledge of patient financial transactions, Medicare, Medicaid, HMO’s and Private Health Insurance contracts.
• Should be oriented and sensitive to patient needs and aware of the importance of confidentiality of patients and employees.

PREFERRED QUALIFICATIONS

• Advanced knowledge of Excel preferred.

SPECIFIC PERFORMANCE RESPONSIBILITIES

All functions are essential functions unless otherwise noted. The job functions of this position are not limited to the duties listed below.

1. Verify information obtained during the intake/admission process regarding demographic data, insurance eligibility, and insurance benefit information; coordinating the process of patient eligibility (VOB) through various third-party sources including coordination with families and primary supports as needed. This includes meeting with patients in Intake upon admission and coordinating with Social Work/Nursing to meet with patients upon discharge to ensure the accurate collection for all necessary information when inaccurate or missing (including insurance cards) from the patient and /or their families/primary supports.
2. Assist patients with Medicaid enrollment (either on paper or online), charity applications and/or Financial Attestations, ensuring compliance with required patient signatures on appropriate financial documents prior to discharge.
3. Perform upfront collection activities on all expected inpatient out of pocket costs, including providing reasonable out of pocket estimates, properly handling and recording all monies collected and setting up arrangements/monthly installment plans for patients to payoff balances within the guidelines of INBH collections policy. This includes meeting minimum upfront collection goals (currently 30% of estimated OOP, subject to change at discretion of management).
4. Monitor daily and report when Medicaid benefits are posted for patients enrolled at the facility and coordinate with UM Director in each case to seek guidance on whether to obtain retro-authorization.
5. Analyze private self-pay accounts to ensure they are netted down based on contract rates and other miscellaneous adjustments.
6. Make collection calls on all private/self-pay accounts collecting all monies due from patients and/or patient designees, properly handling and recording all monies collected and setting up arrangements/monthly installment plans for patients to payoff balances within the guidelines of INBH collections policy.
7. Provide back-up support for other business officer positions as needed and as defined by the Director.

Adhere to facility, department, corporate, personnel and standard policies and procedures.

1. Attend all mandatory facility in-services and staff development activities as scheduled.
2. Adhere to facility standards concerning conduct, dress, attendance and punctuality.
3. Support facility-wide quality/improvement goals and objectives.
4. Maintain confidentiality of facility employees and patient information.

PHYSICAL & SENSORY REQUIREMENTS, WORK ENVIRONMENT & CONDITIONS:

• Regularly required to stand, walk, and sit
• Reach with hands and arms, use hands to finger, handle or feel objects and operate standard office equipment
• Talk or hear in person as well as the ability to talk and hear over a telephone are major components of this position
• Regularly required to lift and/or move up to 25 pounds (i.e., laptop computers, program materials, patient charts).
• Specific vision abilities required by this job include close, color, and peripheral vision and ability to adjust focus (frequent computer work).
• Ability to interpret, adapt and apply guidelines and procedures.
• Ability to work in a fast-paced environment.
• Ability to meet corporate deadlines.
• Ability to react calmly and effectively in emergency situations.