Dukes Memorial Hospital

Job Summary

The Financial Counselor I under the leadership and guidance of the Customer Service Manager, communicates with guarantors and collection agencies, as necessary, to obtain settlement of outstanding balances for hospital services. Provides support in assisting patients and family members with resolution of their financial needs by establishing payment arrangements or financial assistance determination. Includes payment-in-full settlements, charity application processing. Serves as a liaison on behalf of hospital and patient.

Essential Functions

• Assists customers in the resolution of all their financial needs including but not limited to:
  a) Payment arrangements in accordance with related hospital payment policies;
  b) Payment-in-full settlements (in accordance with hospital payment policies and obtains approval from manager as needed to resolve higher dollar settlements).
  c) Financial Assistance determination through completion of charity applications, assuring maximum communication with patient through written and verbal correspondence (telephone calls, pending/approval/denial letters).
• Works account close and return report from Eligibility Screening Services (ESS) and determines next steps after insurance eligibility determination. If the program is not available, processes account through the charity process. Additionally works Charity Recon report from ESS.
• Works self-pay financial class report and financial class change report to review self-pay accounts for charity consideration. Reviews patient accounts completely ensuring the account has been handled correctly (account notes, financial class, cash posting, and adjustments). Demonstrates knowledge of appropriate financial classes and account movement through the revenue cycle. Verifies self-pay discount has been applied appropriately
• Demonstrates knowledge of adding insurance, ordering an instant adjustment bill and sending a BARRT request. Initiates rebilling of claims when necessary. Orders rebill system. Contacts appropriate areas to collect related information.
• Assists with special projects and reports as assigned
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• 0-2 years of experience in hospital, physician business office or revenue cycle center required
• of experience in hospital, physician business office or revenue cycle center preferred
• Experience in call center with background of productivity expectations with high call volumes including customer correspondence preferred
• Experience with medical revenue cycle processes from scheduling through agency placement and final account disposition preferred

Knowledge, Skills and Abilities

• Knowledge of insurance collection follow-up or self-pay collections experience
• Knowledge about EOB, Remits, and UB-04s.
• Intermediate knowledge of Microsoft Office tools or Google platforms
• Excellent communication skills
• Customer service background
• Excellent date entry skills
• Ability to work well under pressure
• Willingness to exercise judgment and independence
• Ability to work independently and as a team