Financial Counselor I

Orlando Health•Orlando, FL

14h

About The Position

The Financial Counselor assists patients and their families with services that explain the payment process and make it as comfortable as possible. The role gathers and enters patient and guarantor demographic and financial information; explains forms and insurance benefits; obtains required authorizations and signatures; and collects copays, deductibles, self-pay amounts, and related professional-care payments when appropriate. The counselor also supports registration, pre-registration, cashiering, patient-record assembly, financial-assistance and payment-option procedures, and departmental reporting while meeting customer service, collection, productivity, quality, compliance, and attendance expectations. The position requires a high school education or equivalent, completion of the Patient Financial Services Orientation program and annual educational requirements, two years of experience in a financial, business office, or customer service environment, proficiency with Windows Microsoft Office-based products, typing proficiency, and one year of PC/Windows experience.

Requirements

High school diploma or equivalent.
Complete the Patient Financial Services Orientation program and annual educational requirements.
Two years of experience in a financial, business office, or customer service environment.
Proficiency with Windows Microsoft Office-based products, including Word, Excel, and PowerPoint.
Typing proficiency.
One year of PC/Windows experience.

Responsibilities

Provide exemplary customer service and communicate professionally with customers and team members.
Gather and accurately enter patient and guarantor demographic and financial information.
Contact primary care or admitting physicians to obtain authorizations, diagnoses, and procedure details as needed.
Explain required forms and obtain patient or guarantor signatures.
Contact payers to verify benefits and obtain necessary authorizations.
Explain insurance benefits and collect copays, deductibles, self-pay portions, and related professional-care payments when appropriate.
Document authorization and benefit information in the registration system.
Assemble patient records and obtain relevant documents, including insurance cards, photo identification, and advance directives.
Follow Patient Financial Services self-pay policies, including completing Guarantor Financial Statement Applications, explaining payment options, and collecting amounts due.
Follow cash-handling policies and perform basic cashiering functions.
Collect and inventory patient valuables according to policy.
Maintain a basic understanding of medical-necessity screening and the applicable systems.
Perform pre-registration functions, including contacting physician offices, insurance payers, and patients or guarantors as needed.
Maintain departmental logs for statistical reporting.
Meet Patient Access and departmental quality assurance standards and departmental collection, productivity, and customer service goals.
Maintain schedule flexibility to support changing departmental needs.
Comply with federal, state, hospital, and Orlando Health policies and requirements.
Maintain reasonably regular and punctual attendance.
Attend and participate in staff meetings and other assigned meetings.
Review and adhere to Patient Financial Services and departmental education initiatives, and complete annual recertification and education requirements.
Assist the manager with planning and organizing department activities.