Financial Counselor (James Wright Bldg.)

HHC•Indianapolis, IN

22d

About The Position

The Financial Counselor assists customers in obtaining information and verifications from companies and agencies, including employers, banks, life insurance companies, health information sources, physician offices, the Social Security Administration, and the Health Department. The role screens and interviews customers to identify potential payer programs, explains available coverage and assistance options, and helps customers complete applications and obtain required documentation. The counselor tracks application progress and eligibility determinations, maintains patient confidentiality, and supports customers throughout the application process.

Requirements

Accredited associate degree, or two years of experience in financial counseling, insurance verification, credit, collection and billing, including pre-admissions and admission registration; hospital experience preferred. A bachelor's degree is preferred.
High school diploma or GED required.
Obtain Indiana Navigators Certification within 45 days of hire.
Extensive knowledge of eligibility policy rules and processing requirements for programs administered by CMS, FSSA, and other applicable state and federal programs.
Knowledge of medical and insurance terminology.
Extensive knowledge of health care insurance rules and guidelines, coverage and benefit plans, and ability to calculate and demonstrate insurance and patient payment methodologies and amounts due.
Strong investigative, analysis, and judgment skills.
Ability to perform basic mathematical calculations.
Ability to organize and prioritize tasks in a fast-paced environment.
Excellent written and oral communication skills.
Ability to set priorities, meet deadlines, multitask, and carefully proofread one's work.
Ability to work independently and as part of a team.
Professional demeanor in person, by email, and over the phone.
Proficiency with Microsoft Office tools.
Sensitivity to customers' medical needs and hospital staff's professional duties.
Ability to adjust to changes in policies, procedures, and systems.

Nice To Haves

Bachelor's degree.
Bilingual in English and Spanish.
Experience in financial counseling, insurance verification, credit, collection and billing, including pre-admissions and admission registration, preferably in a hospital setting.

Responsibilities

Accept daily customer referrals in management-designated systems and determine which customers need screening or interviews.
Assist walk-in customers.
Explain available payer programs and benefits, including Healthy Indiana Plan, Medicaid and other state programs, the Health Insurance Marketplace, COBRA, other third-party payer sources, and Eskenazi Health Financial Assistance.
Interview and screen customers for applicable payer programs.
Assist customers in obtaining information and verifications from companies and agencies.
Submit applications and documentation promptly through designated systems, meet deadlines, and request extensions from management when necessary.
Regularly document and update application status in designated systems.
Maintain confidentiality of patient health information in compliance with HIPAA.
Contact patients by phone, correspondence, or home visit to obtain necessary documentation.
Monitor application progress to ensure completion and processing timelines are met.
Attend phone or in-person interviews with payer program representatives for authorized patients who cannot participate, request representation, or have a history of lack of cooperation.
Record eligibility determinations in designated systems and update appropriate EMR accounts when eligibility is retroactive.
Mentor peers and provide training as needed.
Meet productivity and quality requirements.