Financial Counselor Lead

Orlando Health•Orlando, FL

13h

About The Position

The Financial Counselor assists patients and their families with a host of services to ensure that the process of collecting payments is fully explained and is as comfortable as possible. This role emphasizes providing exemplary customer service, demonstrating a positive and professional approach, and communicating effectively with customers and team members. The Financial Counselor is responsible for efficiently and accurately gathering and inputting patient/guarantor demographic and financial information, obtaining necessary authorizations and details from physicians and payers, explaining insurance benefits, collecting co-pays and deductibles, and documenting all relevant information in the registration system. Additionally, the role involves assembling patient records, verifying benefits, explaining forms, and following Patient Financial Services policies for self-pay accounts, cash handling, and patient valuables. A basic understanding of third-party reimbursement, medical necessity screening, and pre-registration functions is also required. The position requires meeting departmental goals for collections, productivity, and customer service, as well as maintaining compliance with all Orlando Health policies and federal, state, and hospital requirements.

Requirements

High School or equivalent.
Must complete Patient Financial Services Orientation program and annual educational requirements.
Two (2) years’ experience in a financial, business office, or customer service environment required.
Proficient in Windows Microsoft Office-based products (Word, Excel, PowerPoint).
Typing proficiency.
One (1) year PC/Windows experience.

Responsibilities

Understand the importance Orlando Health places on providing exemplary customer service and perform job functions in a manner that helps meet the department customer service goals.
Demonstrate a positive and professional approach and communicate effectively with customers and team members at all times.
Efficiently and accurately gather and input patient/guarantor demographic and financial information.
Contact Primary Care or Admitting Physician to obtain authorizations, diagnosis, and procedure detail as necessary.
Explain necessary forms and obtain signatures from patient/guarantor.
Contact appropriate payers, verifying benefits and obtaining necessary authorizations.
Explain insurance benefits and collect co-pays, deductibles and self-pay portions due.
Collect for related professional care when appropriate.
Document authorization and benefit information in registration system.
Assemble patient record and obtain copies of relevant documents including insurance cards, photo identification cards and any advance directives.
Demonstrate a basic knowledge of third party reimbursement requirements and regulations.
Exhibit competency in the use of all registration systems, electronic verification tools and Web based resources.
Follow Patient Financial Services self-pay policies including completion of Guarantor Financial Statement Application, explanation of payment options and collections of monies due.
Follow Patient Financial Services policies related to cash handling.
Perform basic individual cashiering functions.
Collect and inventory patient valuables following policy guidelines.
Maintain basic understanding of the medical necessity screening process and appropriate systems.
Perform appropriate pre-registration functions including calling physician offices, insurance payers and the patient/guarantor, as necessary.
Maintain departmental logs for statistical reporting.
Consistently meet Quality Assurance standards set by Patient Access and the department.
Meet departmental goals regarding collections, productivity and customer service.
Maintain flexibility in work schedule availability that allows department to change/modify work schedule to meet departmental needs.
Meet federal, state and hospital requirements related to compliance issues.
Maintain reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
Maintain compliance with all Orlando Health policies and procedures.
Attend and participate in department staff meetings and attend other meetings as assigned.
Responsible for reviewing and adhering to all Patient Financial Services and departmental education initiatives.