Financial Navigator

Ensemble Health Partners•Waupaca, WI

7d•$20 - $23•Onsite

About The Position

We are searching for the next Financial Navigator champion. The Financial Navigator role will be responsible for guiding patients through their financial journey during their stay at the facility and immediately post discharge. The Navigator will be assigned to a patient at the time of service and will be available up to 30 days post discharge. The Financial Navigator will serve as an onsite point person for the patient to reduce confusion between the patient and the separate functional areas of financial services. Key support function of the Financial Navigator will include, but are not limited to, triaging financial questions, providing patient education, performing onsite patient rounding, answering customer service calls, and facilitating process improvement projects for the patient’s financial journey.

Requirements

High School diploma/GED required
CRCR Required within 6 months of hire
3-5 years' experience in multiple areas of the revenue cycle is preferred, including but not limited to a financial counselor role, customer service role, or other applicable roles
Prior customer service and/or hospital experience is a plus

Nice To Haves

Bachelor’s degree or Equivalent experience in Healthcare Management / Administration.

Responsibilities

Navigator will have subject matter knowledge in the following functional areas: Financial Counseling Public Benefits Eligibility Billing Customer Service
Ability to triage patient questions and ensure resolution
Perform regular patient rounding in the registration lobby to ensure efficient patient throughput and optimal patient experience
Take a proactive approach in patient education to improve:
Patient experience to improve financial performance
Ensure continuity on challenging in-house cases
Face-to-face connection with patients throughout their care journey
Real time feedback and issue resolution
Proactively identify financial process gaps
Maintain consistent communication and collaboration with the client patient care advocate or designated personnel that receive external patient inquiries, concerns, or complaints
Communicate and collaborate with other personnel as needed, including case management, social workers, customer service or physician liaisons
Produce monthly operating report for executive review
Trend analysis of issues discovered, actions taken, project proposal, etc.
Answers inbound phone calls during peak call hours
Research and responds to account inquiries in a timely manner
Knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues
Must demonstrate critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position
Work with leadership team to implement workflow changes if appropriate
Communicate patterns and trends with other departments to improve work standards
This position will work closely with the customer service department to ensure we have a standardized approach in training, education, technology, and processes
Performs other duties as assigned