Financial Advocate

Cumberland Heights Foundation•Nashville, TN

11d

About The Position

The Financial Advocate supports Cumberland Heights’ mission of providing high-quality, cost-effective care to people and families affected by chemical dependency. The role facilitates financial arrangements for admissions and discharge for the patient’s portion of the account, enforces the credit policy, and creates payment plans. The position works with patients, family members, guarantors, and intake staff to explain self-pay and insurance criteria, estimate patient costs, collect cost-share amounts, and establish payment arrangements. It also processes and records payments, calculates insurance contract adjustments, handles courtesy and scholarship requests, and helps ensure company funds and patient information are handled appropriately. The role includes a scheduled after-hours rotation to prepare and communicate financial estimates for prospective patients. The position is based in an office setting, may involve exposure to chemically impaired or volatile individuals, and requires local travel between Cumberland Heights facilities. Hours may vary and include evening shifts. No supervisory responsibilities are assigned.

Requirements

High school diploma or GED required.
Minimum of two years of collections or other accounts receivable experience preferred.
At least one year of retail banking or other financial experience preferred.
Commitment to practicing within professional codes of ethics.
Strong computer skills, including Microsoft Office Suite.
Ability to learn and use accounting or clinical software, including electronic medical records.
Excellent problem-solving and customer service skills.
Ability to react productively to change.
Excellent written and oral communication skills and ability to effectively speak, read, and write in English.
Ability to interact with clients and coworkers collaboratively and courteously.
Ability to de-escalate a person in crisis calmly and supportively, and to work calmly and professionally in stressful situations.
If recovering, two years of verifiable abstinence required.

Nice To Haves

Bachelor’s degree preferred.
Second language, particularly Spanish, is a plus.
Five years of verifiable abstinence preferred for applicants who are recovering.
Active participation in a Twelve-Step program preferred.

Responsibilities

Meet with patients and family members using effective communication and relationship-building skills.
Facilitate self-pay admissions and assist patients, families, and intake staff with payment questions.
Meet with patients and guarantors to collect patient cost-share amounts and create payment plans for estimated balances within established guidelines.
Answer questions concerning insurance and self-pay criteria.
Help maintain a welcoming, safe, and healing environment for patients and families throughout care.
Call patients to discuss estimated costs, establish payment arrangements, obtain prepayment, and gather information needed to receive payment from insurance or other sources.
Stay informed about payer trends and regulations to provide informed advice and financial estimates.
Recommend ways to improve service quality and delivery, and use available resources to identify affordable treatment options.
Use electronic health records, payer websites, contracted allowable rates, coinsurance, deductibles, and out-of-pocket expenses to estimate patient responsibility.
Follow best practices for day-to-day follow-up and comply with company policies for financial resources.
Enforce the credit policy and ensure collection of in-house accounts.
Process credit card, cash, check, and wire transactions and post them to the accounting system daily.
Process courtesy and scholarship form requests, obtain executive approval, and document approvals in patient billing accounts.
Facilitate transfers between programs.
Collect and accurately record payments.
Calculate insurance contract adjustments.
Ensure proper handling and distribution of company funds.
Maintain confidentiality of company and patient information.
Participate in a scheduled after-hours rotation to prepare and communicate timely financial estimates for prospective patients.
Perform other duties as assigned.