CHARLES E. SMITH LIFE COMMUNITIES Financial Customer Service Specialist Salary in the United States

 Position Requirements

• Contact all LTC referrals received from Admissions via telephone and schedule an in-person meeting to identify and verify their financial resources for purposes of determining a viable LTC payer source.

• Ensure the resident and their family members are fully informed and timely notified as to the resident’s payment obligations and the requirement to provide appropriate documentation in support of financial resources.

• Work closely with the resident and their family members to obtain the documentation necessary to determine a viable LTC payer source.

• Discuss the resident’s obligations and requirements to facilitate the establishment of the payer that will remit payment for services rendered.

• Provide excellent customer service to ensure a high level of supportive assistance to the resident and their family members while addressing their financial concerns and questions.

• Obtain and review all requested documentation in support of resident resources in accordance with Hebrew Home established practices and procedures.

• Work collaboratively with the Financial Relations Coordinator, and the Admissions, Social Work and Marketing departments (the Interdisciplinary Team) to ensure determination of a viable payer source for each prospective LTC admission and LTC transfer from PAC.

• Timely communicate the financial responsibilities and potential risks for each prospective LTC admission to their supervisor and the interdisciplinary team.

• Notify the Resident Accounting team, on a continued basis, as to the payer source for all new LTC admissions.

• Ensure that the initial Private Pay advance payment is collected prior to all LTC admissions or transfers Notify the resident and their family members of the resident’s obligation to pay estimated monthly resources to cover the cost of care prior to the start of the Medicaid application process.

• Coordinate with the Medicaid Customer Support Specialist and the Medicaid Resident Accounting Specialist to ensure the monthly resource payment is accurate and received timely.

• Assist the Medicaid Customer Support Specialist with Medicaid Pending cases as needed.

• Assist the Financial Relations Coordinator with the preparation, mailing, receipt, and follow-up of the semi-annual request for verification of financial resource letter sent to Private Pay residents.

• Assist the Financial Relations Coordinator in maintaining the daily Financial Tracking log to ensure accurate and timely tracking and reporting of financial spend down requirements as well as the status of those residents intending to convert to Medicaid Pre-Pending status.

• Review the Point Click Care database for each LTC transfer or admission to ensure that resident resources, census and payer changes accurately reflect the current payer status of each new LTC admission.

• Assist the Medicaid Resident Accounting Specialist in researching and resolving questions related to unpaid resource amounts for new or recent LTC admissions.

• Timely identify and communicate financial risk areas, unusual financial circumstances/transactions and other red flags to the Financial Relations Coordinator and Director of Resident Accounting.

• Communicate the status of all pending PAC transfers to LTC with the Social Work team on a daily basis.

• Attend and participate in the weekly UR and Medicaid Pending meetings.

• Maintain a calm and professional demeanor at all times

• Maintain resident confidentiality and dignity at all times in accordance with HIPAA guidelines.

•         Minimum of two (2) years experience in resident/patient customer service or liaison role in long-term care business office, medical office, clinic, hospital business office or equivalent environment dealing with the public in collection of data and funds.

•         Working knowledge and understanding of both governmental and private third-party payor benefits, requirements and regulations

•         Excellent organizational skills.

•         Excellent written and oral communication skills.

•         Proficiency in Microsoft Word and Excel.

•         Prefer experience in a long-term care business office setting with a solid knowledge of coverage and approval requirements for LTC Maryland Medicaid.