Sr Financial Counselor- Revenue Cycle- New Orleans

Ochsner Clinic Foundation•New Orleans, LA

4d•Onsite

About The Position

This job is responsible for assisting patients for all billing inquiries across the organization in a face to face arena. Responsibilities include, but are not limited to, reviewing all aspects of the patients bill, collection of liability for upcoming procedure(s), collecting residual and past due balances, reviewing alternate options for benefit coverage for both medical and pharmaceutical services, secure authorizations, setting up fee arrangements, and backfilling for coverage at other locations. Additionally, this job is responsible for handling more complicated, in-depth, and escalated inquiries/issues, providing estimates for services, coordinating special projects, processing adjustments, correcting payments posted, is expected to be the expert for departmental processes and procedures, and providing coaching/training to staff. This job ensures the best patient experience is received through timely and accurate assistance.

Requirements

High School diploma or equivalent
2 years of customer service, healthcare, or office experience
Proficient in Word, Excel and Power point
Must have computer skills and dexterity required for data entry and retrieval of patient information.
Effective verbal and written communication skills and the ability to present information clearly and professionally to varying levels of individuals throughout the patient care process.
Must be proficient with Windows-style applications, various software packages specific to role and keyboard.
Strong interpersonal skills.
Ability to multi-task.
Ability to perform effectively in a fast paced ever changing environment.
Ability to remain calm and professional in high pressure/stressful situations regarding patient financial and medical conversations.
Ability to organize and prioritize to ensure deadlines are met.
Ability to work with minimal supervision and makes independent decisions.
Ability to provide coaching and constructive feedback.
Demonstrated problem solving skills, attention to detail and robust follow up.
Ability to work independently and as part of a team.
Reliable transportation as may be required to travel to other facilities to fill in as needed.

Nice To Haves

Bachelors’ degree
1 year in a healthcare business office
Collections/Customer Service Experience
Bilingual Knowledge

Responsibilities

Assisting patients with all billing inquiries face-to-face.
Reviewing all aspects of patient bills.
Collecting liability for upcoming procedures.
Collecting residual and past due balances.
Reviewing alternate options for medical and pharmaceutical benefit coverage.
Securing authorizations.
Setting up fee arrangements.
Backfilling for coverage at other locations.
Handling complicated, in-depth, and escalated inquiries/issues.
Providing estimates for services.
Coordinating special projects.
Processing adjustments.
Correcting payments posted.
Acting as the expert for departmental processes and procedures.
Providing coaching and training to staff.
Ensuring the best patient experience through timely and accurate assistance.
Promptly and courteously assisting and providing accurate information to patients regarding their accounts or services face to face, e-mail, fax, regular mail correspondence, phone call.
Serving as a liaison between the patient, providers, external departments or other responsible person(s) to ensure that charges are applied appropriately, transactions are recorded and appropriately maintained, and account balances and discrepancies are resolved within the prescribed period.
Planning, organizing, and prioritizing work to discuss with patients the importance of their financial responsibility.
Educating patients on various available assistance options, as well as explaining the financial impact of various alternatives.
Ensuring appropriate authorizations are obtained timely and accurate estimates for upcoming procedures are provided.
Providing Best in Class service to every patient inquiry received to ensure and maintain high levels of patient satisfaction.
Representing the organization by providing appropriate/applicable levels of competency and professionalism to ensure all patient issues are resolved timely, accurately and efficiently.
Working with clinical staff in relation to patient’s benefits, pricing structure, authorizations, denial review, appeals on denials, and submission of physician adjustment requests.
Assisting supervisors with escalated patient inquiries and daily operations of the department.
Providing routine support with new hire and on-going staff training/coaching.
Completing more complex research of a patient’s account before submitting/processing adjustments requested.
Remaining knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply to the assigned area of responsibility and ensuring compliance with all such laws, regulations and standards.