About The Role

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.