Financial Counselor

Overview

Financial Counselor Purpose Statement:

To help more people hear better by ensuring the Financial Counselor will deliver the best patient financial experience and provides the highest quality customer service to patients, their families, HCP’s, PCC’s and fellow team members ensuring everyone is treated courteously, quickly and with respect in accordance with the HearingLife’s Core Values.

Position Summary:

HearingLife is a part of the Demant Group. Demant is a world-leading hearing healthcare group that offers solutions and services to help people with hearing loss connect with the world around them. In every aspect, from hearing devices, hearing implants and diagnostics to intelligent audio solutions and hearing care all over the world, Demant is active and engaged. Our innovative technologies and know-how help improve people’s health and hearing. We create life-changing differences through hearing health. This Team Member must uphold the HearingLife Core Values:

• We create trust
• We are team players
• We apply a can-do attitude
• We create innovative solutions

The Financial Counselor is responsible for providing patients with a positive financial experience by helping them navigate and understand insurance benefits and potential financial responsibility. The counselor is an expert in all financial class areas and working knowledge of all HearingLife systems (AX, DM, Waystar) and will be required to work collaboratively with all Revenue Cycle functional areas, to maximize collection.

The Financial Counselor assesses patient financial responsibility through conducting a price estimation, providing benefit education for all insured patients. The Financial Counselor accepts patient payments using the remote payment portal.

Financial Counselors (FCs) will help patients navigate and understand this arena, in so doing, will reduce stress around the financial responsibility of their episode of care. This role is also critical for maintaining the financial health of the organization, by managing front-end insurance and revenue cycle processes. Under minimal supervision, FCs will review patient's financial state, counsel patients on their out-of-pocket cost for their treatment plan, advise on insurance optimization options, and connect patient to financial assistance programs available to them. FCs will also perform any medical necessity reviews for treatment, prior to treatment, and work closely with the central authorization team to ensure the coordination of the medical necessity and authorization process.

The Financial Counselor is responsible for providing patients with a positive financial experience by helping them navigate and understand insurance benefits and potential financial responsibility. The counselor is an expert in all financial class areas and working knowledge of all HearingLife systems (AX, DM, Waystar) and will be required to work collaboratively with all Revenue Cycle functional areas, to maximize collection.

The Financial Counselor assesses patient financial responsibility through conducting a price estimation, providing benefit education for all insured patients. The Financial Counselor accepts patient payments using the remote payment portal. Financial Counselors (FCs) will help patients navigate and understand this arena, in so doing, will reduce stress around the financial responsibility of their episode of care. This role is also critical for maintaining the financial health of the organization, by managing front-end insurance and revenue cycle processes. Under minimal supervision, FCs will review patient's financial state, counsel patients on their out-of-pocket cost for their treatment plan, advise on insurance optimization options, and connect patient to financial assistance programs available to them. FCs will also perform any medical necessity reviews for treatment, prior to treatment, and work closely with the central authorization team to ensure the coordination of the medical necessity and authorization process.

Responsibilities

Essential Job Functions:

• Responsible for collecting and reviewing all financial data necessary from patients and insurance. Calculate and communicate the insurance benefits and costs to ensure patients are able to make a clear informed decision before or at the time of service.
• Collaborates with clinic teams and Insurance Coordinators to provide an accurate estimate to the patients. Contacts patients for financial counseling and obtains a signature on all relevant forms.
• Interprets and helps patients understand insurance coverage. Counsel patients on out-of-pocket liabilities, including deposit requirements, deductible, co-insurance, and other out of pocket amounts.
• Assess and respond to the needs of patients who have limited financial resources or insurance coverage and assists in arranging alternative financial options for patients through financing options or payment arrangements.
• Accurately and thoroughly documents interactions on forms and/or in information systems, as needed, with specific emphasis on facilitating all payment collections and reimbursement.
• Adheres to and enforces all HL policies pertaining to payments and collections.
• Demonstrates a thorough understanding of all relevant regulatory standards and third-party payer criteria, by incorporating these standards and criteria in financial counseling and assessments.
• Communicates and works as an effective team with all internal and external customers. Works with the Insurance Verification Team, Insurance Team, IT, and other departments to promote improvements in communication to ensure appropriate reimbursement and financial counseling for patients.
• Tracks all issues, initiatives, and trends, and any problematic cases requiring administrative intervention, to department leadership.
• Always displays a positive, empathetic, and professional attitude toward customers and responds promptly to customer inquiries.
• Maintains productivity and quality results by following standard operating procedures outlined in the Staff Policy.
• Other duties as assigned and directed by team management.

Qualifications

Education and Experience:

• High school diploma, GED; Associate degree preferred.
• 3-5 years of experience in customer service preferably in a healthcare environment. • Experience in healthcare billing or related field required. In-depth knowledge of health insurance required. Prior experience in financial counseling, patient access, billing, cash collections, insurance, or directly related experience in a health care environment is required.
• Proficient in Microsoft Office Suite specifically excel and word.
• Excellent written and verbal communication skills
• Problem Solving and Organizational abilities.
• Ability to work independently.
• Ability to work in a demanding environment.

Customer Service Standards:

• Support co-workers and engage in positive interactions.
• Communicate professionally and timely with internal and external customers.
• Demonstrate friendliness by smiling and making eye contact when greeting all customers for all in-person or remote interactions.
• Provide helpful assistance in anticipating and responding to the needs of our customers.
• Collaborate with customers in planning and decision making to result in optimal solutions.
• Ability to stay calm under pressure and deal effectively with difficult situations.

We are an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, sex, national origin, disability, or protected veteran status. 

🌴 Unwind with Paid Time Off: We value work-life balance. Enjoy company-paid holidays, floating holidays, and more!

💼 Flexible Work Dynamics: Experience the future of work with numerous hybrid and remote opportunities tailored for the modern professional.

🌟 Comprehensive Health Benefits: Choose from a diverse range of health insurance plans covering medical, dental, vision, and HSA. Your well-being is our priority.

💰 Invest in Your Future: With our competitive 401(k) Program, your future looks bright.

🎁 Exclusive Discounts & Programs: Get special discounts on our products, including hearing aids, for both family and possibly friends. Plus, take advantage of our Employee and Family Purchase Hearing Aid program.

🚀 Boundless Growth Opportunities:

• DMIT Program: Dive deep into management insights.
• Apprentice Program: Learn from the best in the field.
• Amplify Leadership Program: Get one-on-one guidance and real-world exposure to grow and excel as a Leader.

❤️ A Thriving, Positive Environment: We live our Core Values: We Create Trust, We are Team Players, We Apply a Can-Do Attitude and We Create Innovative Solutions.

📚 Empower Your Ambitions: Avail up to $5250 annually with our Education Expense Reimbursement. Keep learning, keep growing!

🤝 Refer & Earn: Know someone perfect for the team? Our Team Member Referral Program rewards you with up to $3500 per hire, depending on the role.

🛡️ Protection for the Unexpected: Enjoy peace of mind with our basic life and AD&D insurance, as well as short-term disability insurance.

Come be part of a team where every day brings new challenges, learning, and the opportunity to make a difference. Join us!

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