Financial Counselor

Responsible for ensuring appropriate, compliant collections from patients/guarantors by proactive efforts to collect private pay obligations prior to service and efficiently managing private/self-pay accounts receivables.  Financial Counselors will meet with uninsured patients and patients with high deductibles and anticipated private pay obligations before services are rendered to explain the organization’s financial policies and establish a payment in accordance with protocols and policies.  Works with customers/patients to ensure excellent patient experience and timely payments for anticipated balances that are self-pay or after insurance.

Hours: Mon. - Fri. 8:00 am - 4:30 pm

Responsibilities and Duties

1. Primary contact for patients and staff regarding the collection of private pay/self-pay financial responsibilities for services received.
2. An active member of pre-service collection efforts to collect private/self-pay balances before or on date of service. Accurately calculates and collects payments for uninsured patients and patients with a high deductible plan before services are rendered.  Works with customer/patients to secure elective procedure balances/deposits prior to service.
3. Responsible for financially clearing uninsured patients, and patients with bad debt balances for new episodes of services; Works and monitors self-pay held accounts to ensure proper and timely disposition.
4. Manages inquiries and calls for price estimates for services including surgeries.  Ensures calls are responded to within 2 business days.
5. Answers calls from patients/internal and external customers and makes calls to ensure timely collection of self-pay balances.  
6. Works with others to ensure the time of service collection and co-pays are collected promptly.  Ensures the time of service collection of co-payments is at or above established goals.  
7. Works collaboratively with contracted outside collection agencies to ensure payments and status of outstanding balances are communicated timely.  Reconciles our accounts with contracted outside collection agencies monthly statements, ensuring accuracy of patient payment plan accounts.
8. Regularly reviews key performance metrics reporting to ensure organizational and department goals are met.
9. Performs daily problem solving and complex issue/dispute resolution for self-pay accounts receivables or balances after insurance.
10. Complies with the philosophy of Spectrum Healthcare Partners to collect patient balances through personal contact with the patient/guarantor without disrupting the provider-patient relationship.
11. Assists in the development of training materials.  Participates in training of other staff on financial policies, time of service collection expectations, price estimations, etc.
12. May cover for other revenue cycle functions (such as check-in, check-out, pre-authorization, accounts receivables follow up, payment posting) as needed and assigned by Revenue Cycle leadership.

Qualifications and Skills

• High school graduate or high school equivalency credential;  Associates degree preferred
• 2 years’  or more experience in healthcare revenue cycle, finance, banking, revenue cycle or customer service or other related healthcare roles
• Third-party billing or health care accounts follow up experience helpful and preferred.  Understanding of healthcare collection protocols helpful
• Excellent customer service skills
• Attention to detail
• Excellent communication, organizational and interpersonal skills

• Ability to make well-reasoned decisions, both independently and as part of a team
• Ability to follow-through to meet patient, physician, and/or practice needs
• Ability to use discretion in handling confidential information; Ability to maintain confidentiality
• Ability to work independently and as part of a team; Ability to work collaboratively and effectively with individuals at all levels of the organization
• Proficient computer skills including email, Outlook, Microsoft Word and Excel. Prior experience with practice management systems preferred.

Physical Demands/Work Environment

• Daily operation of various office-based equipment:  fax machine, telephone & voice mail operating system,  desktop/laptop computer, e-mail system, cell phone, pager, copier
• May be required to sit or stand for extended periods of time
• May spend extended periods operating the desktop computer, requiring hand-eye coordination and finger dexterity; and communicating face-to-face, on the telephone and in writing
• Light lifting of paperwork, folders or other general record-keeping materials, bending, stretching

Benefits and Perks

• Health Insurance (80% company-paid)
• Dental & Vision Insurance Plans
• 401(k) Match and Profit-Sharing Plan
• Life and Accidental Death and Dismemberment Insurance
• Long-term Disability Insurance
• Short-term Disability Insurance
• Generous paid time off
• Voluntary, Employee-Paid Benefits
• Medical Reimbursement Plan
• Dependent Care Plan