Patient Financial Counselor

DescriptionPURPOSE:

Reporting to the Billing Team Supervisor, the Patient Financial Counselor (PFC) is responsible for the overall management of patient accounts including, but not limited to: demographics, insurance eligibility, benefits, collection and payment posting.

ACCOUNTABILITIES AND JOB ACTIVITIES:

Communicate with patients respectfully and professionally via telephone to explain charges related to treatment services, answer billing questions, and assist with the financial resolution of accounts
Confirm eligibility and benefits utilizing various methods such as payer portals, phone, and online tools
Process patient out of pocket estimates utilizing the Clariti platform and initiates delivery of estimates to patients
Initiate outgoing calls to collect outstanding balances from patients
Advise patients on their rights and responsibilities in accordance with the practice Financial Policy
Document all financial discussion and correspondence in the patient account record
Advise uninsured patients on payment expectations and self-pay fees
Provide financial counseling to patients in need of special payment arrangements
Arrange payment plans utilizing athenaOne payment plan module in accordance with the guidelines set forth by the Billing Team Supervisor
Manage work queues timely and effectively
Attend and contribute to billing staff meetings and huddles
Perform all other duties as assigned

Develop and maintain personal and professional skills

Attend all mandatory staff meetings per year unless excused as evidenced by documentation
Attend mandatory in-services and a minimum of two pertinent in-services per year as documented
Actively participate in performance improvement activities as observed or documented
Establish realistic professional goals as evidenced by the annual performance evaluation
Actively keep abreast of departmental and organizational activities
Demonstrate flexibility in response to unexpected change in workload or situations as observed
Serve on committees and/or participates in changes of policy and procedures that affect the revenue cycle
Assist in the orientation of new personnel as directed
Support the mission and goals of the company as observed
Address all emails within 24 hours as documented
Perform other duties as required

Demonstrate safe and cost-effective practice

Consistently adhere to OSHA bloodborne pathogen guidelines; apply universal precautions per company standards as observed
Consistently utilize proper body mechanics as observed
Accurately complete incident reports within the shift of occurrence and immediately communicates critical incidents to the appropriate person per the organizational chart
Consistently allocate resources to reduce waste and minimize costs as observed
Consistently complete assigned duties within stated shifts in a timely manner as observed and documented

BEHAVIORAL EXPECTATIONS

Strive for excellence

Set challenging goals
Produce quality work in a timely fashion
Maintain current knowledge and skill
Participate in quality and process improvement efforts
Keep the work area clean, safe and secure

Act Flexibly

Adapt to change
See the value of different opinions and new ideas
Change plans and objectives given new direction or priorities
Handle stressful situations effectively

Meet Customer Needs

Meet internal and external customers’ needs
Find new ways of satisfying customers
Participate in service improvements efforts
Listen and respond to customers
Treat customers with compassion and respect

Work as a Team

Work as a team player
Pitch in to help those in need
Communicate with others appropriately
Listen and respond to others
Handle conflict situations effectively
Foster trust and respect within the team
Participate in committees and task forces

Foster Diversity in the Workforce

Treat all associates and customers with respect, integrity and dignity regardless of background, race, age, gender, gender identity, sexual orientation, religion or disability
Treat all associates and customers fairly

Be Self-directed

Take initiative and responsibility for actions
Identify own learning needs and create/implement Learning Plans
Perform duties according to policies and procedures
Demonstrate ethical behaviors
Maintain confidentiality of information
Maintain licenses and certifications as appropriate
Fulfill operating unit/clinical competencies
Use equipment/resources responsibly

You must refer to upper management for approval or final disposition on the following

Change in procedure
Difficult patient situations
Any situation you are unsure of

JOB SCOPE AND WORK ENVIRONMENT:

This position is subject to:

Confidential information
Extended time sitting at a desk, utilizing a keyboard and multiple monitors
High stress environment due to turnaround requirements
Daily hours are subject to change on a daily basis due to schedule

Patient Privacy HIPAA

Protection of patient privacy
Patient records and EMR are for treatment use only

The statements in this job description are intended to describe the essential nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified.
QualificationsJOB REQUIREMENTS

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