Financial Advocate

Mercy Cedar Rapids•Baltimore, MD

About The Position

This position supports Mercy's philosophy of patient-centered care by providing compassionate assistance to patients regarding financial matters associated with services provided by Mercy Medical Center and MSO clients. The Financial Advocate helps patients and guarantors resolve account balances, process payments and payment arrangements, answer account inquiries, and maintain accurate account documentation and follow-up. The role also provides visitor reception and call routing, updates demographic and insurance information, and supports the orientation of new Financial Advocates. The position is scheduled for 40 hours per week on the day shift. Mercy is an independent, community-based organization that has supported the Cedar Rapids area for over 120 years and is an equal-opportunity employer that values diversity, equity, and inclusion.

Requirements

Proficient in operating a computer, calculator, filing systems, copy/fax machines, and telephone system.
Excellent interpersonal skills.
Excellent written and verbal communication skills.
Excellent public relations and human relations skills, exemplifying The Mercy Touch.
Excellent organizational and time-management skills.
Critical thinking and attention to detail.
Good judgment.
Ability to handle confidential information with discretion and diplomacy.
Commitment to lifelong learning, including willingness to learn or upgrade skills related to duties.
Flexibility and dependability, and ability to work well with a wide variety of individuals and leadership styles.
Ability to work with minimal to no supervision.
High school diploma or equivalent is strongly preferred; relevant experience may be considered in lieu of a degree.

Nice To Haves

Preferred knowledge of EPIC software.
Preferred proficiency in Microsoft Office products.
One year of previous experience in a medical office, medical business office, or insurance industry.
One year of direct customer service experience.
Cash-handling experience.

Responsibilities

Greet visitors and guests upon arrival.
Confer with guarantors or patients, medical staff, and other hospital or clinic personnel to ensure prompt and full payment on accounts.
Document conversations and actions in the Practice Management System.
Accept payments by phone and establish payment arrangements according to policy.
Respond to written, telephone, and in-person inquiries regarding guarantor accounts.
Prepare financial hardship papers for guarantors.
Maintain guarantor work queues according to procedure, defining next actions and follow-up dates for all accounts.
Work with collection agencies and the virtual liaison to resolve account balances.
Participate in training new Financial Advocates and support their successful orientation.
Attend staff meetings regularly according to hospital policy, unless providing coverage for other staff members.
Receive and route miscellaneous calls from the call center.
Update demographic and insurance information in the billing system as appropriate.
Follow Mercy safety guidelines, perform job-specific safety responsibilities, and promptly report unsafe conditions, situations, incidents, and injuries.