Financial Assistance Associate

TriHealth•Norwood, OH

1d•Onsite

About The Position

The Financial Assistance Associate supports the Revenue Cycle team by ensuring accurate and timely processing of financial assistance eligibility, helping to reduce financial loss through precise account review, accurate eligibility determinations, and timely account adjustments that positively impact accounts receivable days and bad debt. The role is responsible for guiding customers through phone and electronic communication methods, gathering and validating patient demographic and insurance information, reviewing historical account details, and entering accurate data in Epic. This position requires the ability to interpret Proof of Income (POI) documentation and apply accurate financial assistance calculations in accordance with established guidelines. The associate maintains up to date knowledge of relevant federal, state, and local regulations, as well as organizational policies, to ensure ethical and compliant practices. The associate educates patients and internal customers on available financial assistance options and supports them through the application process. The role works collaboratively with multiple departments to resolve issues and ensure proper reimbursement for hospital and physician services. Using TriHealth Way best practices, the associate delivers exceptional customer service by providing timely, accurate information and escalating issues appropriately to support positive resolutions.

Requirements

High School Diploma or GED (Required)
1 - 2 years clerical experience with multiple software applications and web-based programs (Required)
1 - 2 years exceptional customer service skills and written communication skills (Required)
Basic understanding of Revenue Cycle operations, medical insurance and medical terminology.
Ability to effectively prioritize work to meet deadlines.
Maintain accurate, up-to-date, and secure records of client interactions and financial information.
Guidance of patients through the completion and submission of financial aid applications.
Proficiency in performing mathematical calculations with accuracy.

Responsibilities

Meets productivity targets including completion of financial assistance cases/work queue assignments and timely follow up on open cases and notification of case approvals/denials.
Demonstrates consistent accuracy in financial assistance screenings, documentation, and Epic data entry, as evidenced by meeting or exceeding quality and audit standards.
Maintains a working knowledge of Federal, State, and local laws and regulations, as well as other policies and procedures to ensure adherence in a manner that reflects honest, ethical, and compliant financial assistance practices.
Identifies trends, process gaps, or recurring issues, analyzes root causes, and shares observations and recommended solutions with leadership to support workflow improvements.
Independently resolves routine account issues and appropriately escalates complex cases, to Lead/Leadership to achieve timely resolutions.