Financial Counselor - South Lake Hospital, Emergency Department

Orlando Health•Clermont, FL

58d•Onsite

About The Position

The Financial Counselor assists patients and their families by explaining payment processes and helping make them as comfortable as possible. The role gathers and enters patient and guarantor demographic and financial information, verifies insurance benefits and authorizations, explains benefits and payment options, and collects applicable payments. It also supports patient registration, cashiering, documentation, medical-necessity screening, and compliance with Patient Financial Services and hospital policies. The position is based in the Emergency Department at Orlando Health South Lake Hospital. Scheduled hours are 11:00 a.m. to 11:30 p.m. on Sunday, Monday, and Tuesday, depending on business needs.

Requirements

High school diploma or equivalent.
Two years of experience in a financial, business office, or customer service environment.
Proficiency with Windows Microsoft Office products, including Word, Excel, and PowerPoint.
Typing proficiency.
One year of PC/Windows experience.
Complete the Patient Financial Services Orientation program and annual educational requirements.

Responsibilities

Provide exemplary customer service and communicate professionally with patients, families, customers, and team members.
Gather and accurately enter patient and guarantor demographic and financial information.
Contact primary care or admitting physicians to obtain authorizations, diagnoses, and procedure details as needed.
Explain required forms and obtain patient or guarantor signatures.
Contact payers to verify benefits and obtain necessary authorizations.
Explain insurance benefits and collect copays, deductibles, self-pay amounts, and related professional-care payments when appropriate.
Document authorization and benefit information in the registration system.
Assemble patient records and obtain relevant documents, including insurance cards, photo identification, and advance directives.
Follow self-pay policies, including completing Guarantor Financial Statement Applications, explaining payment options, and collecting amounts due.
Follow cash-handling policies and perform basic cashiering functions.
Collect and inventory patient valuables according to policy.
Maintain basic knowledge of medical-necessity screening and related systems.
Perform preregistration tasks, including contacting physician offices, payers, and patients or guarantors as needed.
Maintain departmental logs for statistical reporting and meet quality-assurance, collections, productivity, and customer-service goals.
Maintain schedule flexibility to support changing departmental needs.
Comply with federal, state, hospital, and Orlando Health policies and requirements; maintain regular, punctual attendance.
Attend department and other assigned meetings, follow education initiatives, meet annual recertification and education requirements, and assist the manager with planning and organizing department activities.