Financial Family Advocate I

The Nemours Foundation • Jacksonville, FL

12d

About The Position

Nemours is seeking a full-time Financial Family Advocate I in Jacksonville, Florida. The role uses customer service, healthcare finance knowledge, and communication skills to explain the financial aspects of treatment to patients and families and to support Patient Financial Services and clinical teams. The advocate interviews applicants and gathers, assembles, and reviews sensitive information for initial and ongoing Nemours Financial Assistance Policies and Medicaid programs.

The advocate works with insurance carriers or internal verification staff to determine benefit levels, coordination of benefits, coinsurance, and deductibles, then communicates financial obligations to guarantors. Responsibilities also include identifying appropriate financial assistance programs, arranging payments, collecting pre-service deposits and other out-of-pocket costs, preparing cost estimates, and approving discounts under organizational and government policies. The role researches inquiries involving insurance regulations and processing, charge discrepancies, benefit interpretation, and adjudication, and supports Medicaid enrollment.

The position conducts pre-service financial screenings and clearance interviews, assesses uninsured and underinsured patients, and assists with applications for federal, state, and local programs. It initiates and completes charity and uninsured-discount applications, supports workqueue productivity and account readiness for billing, and helps patients access private and government funding options. The advocate also handles inbound and outbound calls, supports financial-services customer resolution, analyzes insurance benefits or self-pay arrangements, and educates patients and families about coverage and expected responsibility. Scheduling support, other projects, and additional duties may also be assigned.

Requirements

• Associate degree, or an equivalent combination of education, training, and experience.
• Minimum of one year of experience in registration, insurance, billing, or a relevant area.
• Knowledge of Epic and EMR applications.

Nice To Haves

• Minimum three years of hospital experience and working knowledge of patient accounting functions, including pre-admissions and admission registration, may be considered in lieu of an Associate degree.

Responsibilities

• Educate and communicate with patients and families about the financial aspects of seeking treatment.
• Serve as a resource to Patient Financial Services and clinical teams.
• Interview applicants and gather, assemble, and review sensitive information for financial assistance and Medicaid programs.
• Work with insurance carriers or internal verification personnel to determine benefits, coordination of benefits, coinsurance, and deductibles, and communicate financial obligations to guarantors.
• Determine suitable financial assistance programs, develop payment arrangements, collect prepayments and out-of-pocket costs, provide cost estimates, and approve discounts in accordance with organizational and government policies.
• Research inquiries involving insurance regulations and processing protocols, charge discrepancies, benefit interpretation, and adjudication.
• Support Medicaid enrollment processes and assist uninsured or underinsured patients with applications for federal, state, and local programs.
• Conduct pre-service financial screenings and financial clearance interviews, including financial interviews to help resolve patient accounts.
• Initiate and complete charity and uninsured-discount applications for accounts at risk.
• Maintain workqueue productivity to identify and verify accounts and ensure they are ready for billing with adequate supporting documentation within established timeframes.
• Help patients and families access available funding options through private and governmental agencies and payers.
• Communicate courteously and respectfully, protect confidentiality and privacy, and use active listening and effective verbal, written, and electronic communication.
• Assist with customer-service resolution for financial-services concerns and advise patients and guarantors about rights, responsibilities, and payment procedures.
• Analyze insurance benefits or determine self-pay arrangements to create estimates of patient responsibility within established timeframes.
• Educate patients and families about insurance coverage, non-covered services, and expected patient responsibility.
• Handle inbound and outbound calls, including pre- and post-service collections, customer-service calls, and account inquiries.
• Perform quality- and integrity-related work involving Accounts Receivable and the Self Pay Process.
• May support scheduling functions and other projects or duties assigned by the supervisor.

Benefits

• Competitive base compensation in the top quartile of the market.
• Annual incentive compensation that values clinical activity, academic accomplishments, and quality improvement.
• Comprehensive health, life, dental, and vision benefits.
• 403B with employer match.
• Licensure, CME, and dues allowance.
• Not-for-profit status and eligibility for Public Service Loan Forgiveness.
• Florida-based employees benefit from no state income tax; Delaware-based employees benefit from the state's moderate tax structure.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree