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FINANCIAL COUNSELOR JOB SUMMARY
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A Financial Counselor provides courteous knowledgeable and professional customer service to all callers including patients, guarantors and third party payers by analyzing questions and concerns relating to the billing, follow up and collection of patient account balances; assessing financial need; - offering appropriate resolutions and escalating complaints based on hospital policy and compliance with applicable regulations.
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FINANCIAL COUNSELOR JOB SPECIFICATIONS
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Education and/or experience: High school diploma or equivalent and three years’ experience in health care customer service preferred. Experience in a medical or hospital business office is required, including experience in one or more of the following: business office support, billing, insurance follow up and collections. College degree preferred with classes in medical coding and billing, medical terminology, communication, and accounting.
Knowledge: Requires in-depth knowledge of principles and processes for providing excellent customer service and clerical procedures for managing files and records. Also requires extensive knowledge of medical and managed care terminology; medical billing practices, managed care contract reimbursement, patient payment liability including credits/refunds and collection practices; HIPAA, MSP, FDCPA, False Claims Act, and related compliance requirements for health care.
Skills: Proficient in data entry and the use of computers and telephones. Requires a typing speed of 55 wpm; proficiency in Microsoft Word and Excel; excellent verbal and written communication skills, including proficiency in completing written responses to complex patient inquiries and complaints, preparing reports and monitoring call volumes; excellent active listening skills and exceptional attention to detail, exemplary organizational and interpersonal skills; possesses acute critical thinking and analytical skills to organize/assess information, offer solutions and/or negotiate resolutions; good diction, voice quality and clarity of speech.
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Abilities: Requires ability to lead/mentor others; listen and understand information presented; analyze complex inquiries and complaints and act independently to resolve problems in a way that ensures customer satisfaction and retention; clearly communicate business policies and practices, persuade others and negotiate resolutions. Requires ability to provide consistent, effective follow up and documentation that is timely, clear and professional; ability to multi-task; handle confidential information in a professional manner. Requires ability to complete tasks on time; manage high volume of telephone calls, accept and manage referrals of difficult or emotional callers; use good judgment in organization, execution and time management of tasks. Requires an ability to work well with others in a team environment, be dependable, selfmotivated and adaptable. Service orientation and social perceptiveness is essential.
Competitive Pay and Benefits
- Health, dental and vision insurance
- Retirement plan with matching
- Flexible Savings Account (FSA)
- Disability insurance
- Life Insurance
- Paid sick time
- Paid time off
- Paid training
- Referral program
- Tuition reimbursement
- Employee Assistance Program
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