Financial Family Advocate I

Nemours Children's Health • Jacksonville, FL

12d

About The Position

Nemours is seeking a full-time Financial Family Advocate I to join its team in Jacksonville, Florida. The role uses customer service skills, healthcare finance knowledge, and communication abilities to educate patients and families about the financial aspects of treatment at Nemours and to serve as a resource to Patient Financial Services and clinical teams.

The advocate conducts financial interviews and reviews sensitive information to assess eligibility for Nemours Financial Assistance Policies and Medicaid programs. The role works with insurance carriers or internal verification staff to determine coverage and patient financial responsibility, communicates obligations to guarantors, identifies suitable assistance programs, arranges payments, collects prepayments, provides cost estimates, and approves discounts according to organizational and government policies. The advocate also responds to questions about insurance regulations and processing, charges, benefits, and claims, and supports Medicaid enrollment.

The position includes financial screening and clearance, assistance with applications for federal, state, and local programs, account and workqueue review, customer service and financial counseling, and support for Accounts Receivable and self-pay processes. The advocate handles inbound and outbound calls and may assist with scheduling or other duties assigned by a supervisor.

Nemours Children's Health is a nonprofit pediatric health system serving more than 1.7 million patient encounters annually across six states. Its work includes clinical care, research, education, advocacy, and prevention, with a Whole Child Health approach. The organization states that inclusion and belonging guide its strategy and that it is committed to culturally relevant care, reducing health disparities, and supporting associates, patients, and families.

Requirements

• Associate degree or equivalent education, training, and experience.
• Alternatively, a minimum of 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.
• Minimum of one year of experience required.
• Registration, insurance, billing, and/or relevant experience.
• Knowledge of Epic and EMR applications.

Responsibilities

• Conduct pre-service financial screenings and financial clearance interviews.
• Perform thorough financial assessments of uninsured and underinsured patients and assist with applications for federal, state, and local programs.
• Conduct financial interviews with patients and families to help resolve accounts and comply with hospital financial resolution policies.
• Initiate and complete Nemours Financial Assistance and uninsured discount applications for accounts at risk.
• Maintain workqueue productivity by identifying and verifying accounts and ensuring billing readiness with adequate supporting documentation within established timeframes.
• Help patients and families access available funding options through private and governmental agencies and payers, including private insurance, HMOs/PPOs, Medicaid, Medicare, and third-party liability payers.
• Communicate courteously and respectfully, use active listening and effective verbal, written, and electronic communication, and protect confidentiality and privacy while applying A.I.D.E.T.
• Help resolve customer service concerns related to financial services and advise patients and guarantors about payment rights, responsibilities, and procedures.
• Analyze insurance benefits or determine self-pay arrangements and produce estimates of patient responsibility within required timeframes.
• Educate patients and families about insurance coverage, non-covered services, and expected patient responsibility.
• Handle inbound and outbound calls related to pre- and post-service collections, customer service, and account inquiries.
• Support quality and integrity work related to Accounts Receivable and the self-pay process.
• Work with insurance carriers or internal insurance verification personnel to determine benefit levels, coordination of benefits, coinsurance, and deductible amounts.
• 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 and address inquiries about insurance regulations and processing protocols, charge discrepancies, benefit interpretation, and adjudication.
• Support Medicaid enrollment processes.
• May support scheduling functions and other projects and duties assigned by the supervisor.
• Perform other duties as assigned.

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 residents working in Florida benefit from no state income tax; those based in Delaware benefit from the state's moderate tax structure.

What This Job Offers

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