Financial Counselor - Patient Registration ED - Days

Tampa General Hospital•Tampa, FL

About The Position

Under minimal supervision of the Director of Patient Accounts, the Financial Counselor supports medically stable Emergency Department patients by completing financial screening, insurance verification, registration, scheduling, and point-of-service collections. The role ensures compliance with Medicare requirements, EMTALA, CMS, TJC, and HIPAA regulations while obtaining and validating demographic, clinical, and financial information. The Financial Counselor provides concierge-level service to patients, families, and visitors; assists with eligibility and enrollment for financial assistance programs such as HCHCP; and collaborates with multidisciplinary teams to facilitate access to care and financial resources. Duties are performed in accordance with the mission, vision, and values of Tampa General Hospital.

Requirements

High school diploma or GED.
Three years of experience in registration, scheduling, and/or collections and billing.
Working knowledge of registration, scheduling, insurance verification, billing, collections, and patient financial responsibility processes within a hospital setting.
Understanding of EMTALA, CMS, TJC, HIPAA, Medicare, Medicaid, HCHCP, and third-party payer requirements as they relate to patient access and financial counseling.
Ability to screen patients for financial assistance programs, calculate self-pay pricing, complete HCHCP applications, and explain financial options clearly and compassionately.
Strong professional and empathetic communication skills with patients, families, visitors, and staff, in person and over the phone.
Ability to manage competing priorities, adapt to changing workflows, complete tasks accurately and on time, and maintain detailed account documentation.
Proficiency in electronic health record systems, scheduling and registration platforms, insurance verification tools, and work queues.

Responsibilities

Obtain, verify, and document complete demographic, insurance, and financial information for Emergency Department patients before discharge or follow-up care.
Perform insurance verification, benefit validation, and patient financial responsibility calculations in compliance with Medicare and third-party payer requirements.
Conduct financial screening for HCHCP and other assistance programs, complete and submit applications, and educate patients about available options.
Calculate and communicate self-pay pricing and collect patient financial responsibility in accordance with hospital policies.
Schedule follow-up physician appointments and add-on services, ensuring accuracy and compliance with TGH policies and procedures.
Provide concierge-level assistance to patients, family members, and visitors, including wayfinding, registration support, and service recovery.
Ensure compliance with EMTALA, CMS, TJC, and HIPAA regulations when validating hospital accounts and interacting with patients.
Collaborate with nurses, physicians, ancillary departments, insurance carriers, care management, HIM, and external partners to coordinate care and financial support services.
Maintain accurate account notes, complete work queue follow-up, and resolve patient or staff issues under leadership guidance.
Participate in performance improvement initiatives, required training, and continuing education while promoting teamwork, professionalism, and accountability.