Financial Counselor - Single Business Office - Full Time

Guthrie Enterprise • Sayre, PA

10d

About The Position

The Financial Counselor interacts with patients to pursue reimbursement and assistance options for uninsured or underinsured patients and resolve open patient balances. The role gathers required documentation to determine patient responsibility and authorization requirements for home, office, and hospital-based procedures, and confirms that insurance eligibility, authorization, and verification processes are completed. The counselor discusses financial responsibilities with patients and processes Charity Care applications accurately and on time under The Guthrie Clinic Charity Care Policy.

The counselor communicates with patients before, during, or after services to achieve financial clearance, including collecting patient responsibility, arranging payment plans, or assisting with financial assistance applications. The position helps patients meet financial obligations while protecting the financial standing of Guthrie and its affiliated hospitals. This is a full-time, day-shift position.

Requirements

• High school diploma or equivalent required.
• At least one year of experience in a customer service-related field.
• Ability to work in a busy, loud, and demanding environment.
• Ability to independently recognize and evaluate situations for urgency.
• Experience providing a high level of customer service.
• Strong emotional intelligence and empathy.
• Excellent written and oral communication skills.
• Ability to maintain effective, cooperative relationships with coworkers, leaders, clinical staff, and the public.
• Attention to detail and accuracy.
• Ability to multitask and prioritize tasks.
• Willingness and aptitude to learn new responsibilities and accept feedback.
• Flexibility, innovation, problem-solving ability, and ability to work independently.
• Professional appearance and dependability in achieving goals.
• Experience operating office machines, including personal computers, fax machines, photocopiers, and document scanners.
• Familiarity with medical terminology and abbreviations.
• Ability to uphold patient confidentiality in accordance with HIPAA requirements.

Nice To Haves

• Associate’s degree in business, finance, health information management, or a related field.
• At least one year of experience in healthcare, a call center, business, finance, or insurance.

Responsibilities

• Complete registration processes, requests, updates, and associated requests by appropriate means.
• Manage patient insurance referral obligations, enter referrals and authorizations, and link them to upcoming appointments.
• Identify and confirm valid coverage for an episode of care or specific service and location by contacting insurers or reviewing electronic coverage tools.
• Verify that services are covered benefits under the patient’s specific insurance plan, benefit restrictions, and service timing.
• Verify or obtain service authorizations through phone, fax, or online channels, as required by insurance guidelines.
• Explain insurance deductibles, out-of-pocket maximums, copays, coinsurance, referral requirements, limitations, and liability caps.
• Refer patients to appropriate financial counseling based on coverage, financial situation, employment status, and liability.
• Review accounts and demographic-query timing to identify missing information and contact patients when needed to complete it.
• Calculate patient liability before or at the time of service and explain the calculation.
• Identify potential assistance needs when coverage is inadequate or absent for medically necessary services, and establish and document payment plans when appropriate.
• Communicate with patients and family members in person and by phone about treatment fees, insurance coverage, financial responsibility, billing policies, payment arrangements, and eligibility for governmental and internal assistance programs.
• Confirm demographic information, verify eligibility and benefits, explain coverage limitations, and review current and estimated financial responsibilities.
• Determine potential eligibility for internal or external financial assistance and counsel patients and help them complete applications.
• Process Charity Care applications and worksheets accurately and promptly in accordance with policy guidelines while maintaining patient confidentiality under HIPAA.
• Validate required financial information and completed Charity Care applications while maintaining patient confidentiality.
• Forward completed information for eligible or ineligible applicants to the CBO Director for final approval or denial, and notify applicants in writing of eligibility decisions.
• Establish satisfactory payment arrangements for balances remaining after Charity Care decisions, based on applicants’ disposable income.
• Maintain daily Charity Care Excel reporting logs and ensure participating Guthrie entities have current account information.
• Answer automated call-center calls, determine whether outbound calls to patients or insurers are needed, and respond to callbacks by assessing and resolving patient inquiries.
• Support coworkers and communicate professionally and promptly with internal and external customers.
• Greet customers in a friendly manner, anticipate and respond to their needs, and collaborate with them to plan solutions.
• Remain calm under pressure and handle difficult situations effectively.
• Assist patients with questions about statements, prior balances, and billing.
• Manage credits, statement holds, bankruptcies, deceased accounts, and recalls or returns from vendor agencies.
• Promptly report system issues to the Coordinator and/or manager and provide workflow feedback to promote efficiency.
• Perform other duties as assigned.

Benefits

• Voluntary 403(b) retirement plan with Fidelity investment options.
• Employee Assistance Program for confidential personal and professional support.
• Shift differentials and premiums for evenings, nights, weekends, and float coverage.
• Paid time off starting on day one.
• Friendly and inclusive workplace culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED