Financial Counselor I

Orlando Health•Davenport, FL

About The Position

The Financial Counselor assists patients and their families with services that explain the payment process and make payment collection as comfortable as possible. The role gathers and enters patient and guarantor information, explains insurance benefits and payment options, obtains authorizations and signatures, and collects payments due. It also involves assembling patient records, documenting payer information, performing cashiering tasks, following financial services and cash-handling policies, and supporting the department’s quality, productivity, collection, and customer service goals. The position requires professional, effective communication with patients, families, and team members; use of registration systems and electronic verification resources; compliance with applicable policies and regulations; and participation in department education and meetings. Schedule: Sunday, Monday, and Tuesday, 7:00 PM–7:30 AM.

Requirements

High school diploma or equivalent.
Two years of experience in a financial, business office, or customer service environment.
Proficiency with Windows Microsoft Office products, including Word, Excel, and PowerPoint.
Typing proficiency.
One year of PC/Windows experience.
Complete the Patient Financial Services Orientation program and annual educational requirements.
No licensure or certification required.

Responsibilities

Provide customer service that supports department goals 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 authorizations.
Explain insurance benefits and collect copays, deductibles, self-pay amounts, 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 self-pay policies, complete guarantor financial statement applications, explain payment options, and collect 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 tasks, including contacting physician offices, payers, and patients or guarantors as needed.
Maintain departmental logs for statistical reporting.
Meet Patient Access and departmental quality assurance standards and goals for collections, productivity, and customer service.
Maintain schedule flexibility to support changing departmental needs.
Comply with federal, state, hospital, and Orlando Health requirements, policies, and procedures, including attendance expectations.
Attend department and other assigned meetings and participate in them.
Review and follow Patient Financial Services and departmental education initiatives; complete annual recertification and education requirements.
Assist the manager with planning and organizing department activities.