Financial Counselor / PA Customer Service

Hartford Healthcare•Farmington, CT

27d•Hybrid

About The Position

Hartford HealthCare (HHC) conducts a comprehensive review of scheduled appointments to ensure financial clearance requirements are met and reimbursement opportunities are optimized. This role requires strong communication skills and extensive patient interaction via phone, email, and other communication channels. The position strengthens the financial relationship with patients by providing pricing transparency, educating patients on their financial responsibility, and assisting them in understanding and fulfilling their financial obligations prior to service. The Financial Counselor is responsible for reviewing accounts through work queues, verifying payer information and filing order, and ensuring accounts are financially cleared for scheduled services. This is a high-volume, phone-intensive role focused on providing cost of care estimates, educating patients on anticipated out-of-pocket expenses, and collecting patient cost share prior to service whenever possible. Financial Counselors assist patients with payment options, promote financial transparency, and collaborate with clinical teams, business partners, and insurance payers to maximize pre-service collections, support revenue cycle goals, and help prevent claim denials.

Requirements

Positive outlook
Excellent oral and written communication skills; self-directed, with a spirit of team support and success
Flexible
Detail oriented
Computer literacy including Microsoft Office and Excel
Experience and interest in problem resolution and process improvement; Creative thinker; Analytical skills
Basic medical terminology
Ability to perform in a production environment with a high-quality output of work
Able to sit for 90% of the day
High School Diploma or GED is required
Minimum of one (2) year recent homecare, healthcare and/or call center experience preferred
Strong verbal communication and phone handling skills required.
Exceptional phone presence and ability to manage sensitive conversations effectively.

Nice To Haves

EPIC experience a plus
Associates Degree preferred

Responsibilities

Validate accuracy of payer information; document payer source data
Compile financial data required to verify accuracy of client’s fee source/method of payment to assure timely reimbursement
Prepare a price estimate and communicate the uninsured or out-of-pocket expenses including co-pays, deductibles, and co-insurance to consumers
Initiate process of insurance verification for all payers
Contact insurance companies to investigate coverage and obtain pre-authorization/authorization for emergent admissions and other scheduled services within scope
Document detailed pertinent information related to authorization activity while meeting established requirements in an effort to facilitate payer follow up and support denial dispute
Demonstrate positive and effective relationships across the continuum and support a coordinated care experience including timely and accurate communication with internal and external business partners
Collaborate and communicate with transitional care staff, clinical colleagues, medical offices and business partners
Adherence to the practice of confidentiality, HIPAA and other state/federal regulations. Ensure compliance with regulatory and agency policies and procedures
Demonstrate H3W Leadership behaviors and supports culture and team building initiatives.