Financial Counselor Lead

TriHealth•Norwood, OH

15h•Onsite

About The Position

Join a team dedicated to SERVING our patients with compassion, RESPECTING every individual’s needs, and ENGAGING with professionalism and empathy. As a Financial Counselor Lead, you will play a vital role in ensuring patients feel seen, heard, and supported—upholding our commitment to EXCELLENCE while stewarding our resources with VALUE‑driven care. We offer career growth opportunities and a comprehensive benefits package! Apply today and grow your career with a team that truly values you.

Requirements

Healthcare work experience strongly preferred
High School Diploma or GED
3 - 4 years of customer service experience
3 - 4 years of Revenue Cycle or related field experience
Ability to operate multiple computer applications
Excellent verbal and written skills
Effective problem solving and critical thinking skills
Understanding of medical insurance and medical terminology

Nice To Haves

Bilingual preferred but not required

Responsibilities

Assisting the Financial Counseling Leaders and Trainer to educate, monitor and mentor team members across 10+ hospital and ambulatory sites.
Maintaining knowledge of all processes for Financial Counselors and Financial Compliance Counselors to support the full team.
Assisting the Leader in creating new content and updating existing content on the online Financial Counseling resource tool to ensure team members can access accurate data to support the full healthcare system and customers.
Assisting the Leader in creating/revising the master schedule & maintaining payroll, to ensure all sites have appropriate coverage.
Providing coverage across all sites as needed to cover open shifts while continuing to meet individual targets for performance.
Demonstrating excellent verbal/written communication.
Partnering with the Trainer to develop refresher training and annual competencies.
Completing audits to ensure accuracy and to validate team members are compliant with protocols.
Supporting the Leader by attending meetings, providing input to resolve issues/optimizing workflows and providing input for team member performance appraisals.
Role modeling excellent customer service skills while screening & educating patients on financial responsibility and financial assistance options.
Collaborating with internal customers & Revenue Cycle teams to facilitate a seamless and timely billing process.
Meeting individual productivity targets while supporting the full team in meeting performance metrics including volume of screening, cash collections, assigned work queues and reports.
Anticipating customer needs, troubleshooting problems and effectively identifying opportunities to optimize workflows.
Effectively providing support to multiple sites/areas.
Coordinating activities with the Leader including addressing performance issues, team member engagement, policy implementation and validation of compliance.