Manager, Patient Financial Counseling

Hackensack Meridian Health•Hackensack, NJ

1d•Hybrid

About The Position

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change. The Manager, Patient Financial Counseling for Hackensack Meridian Health (HMH) hospitals is responsible for the daily operation of the Financial Counselors, related services, applications, and vendors throughout the HMH Hospital network. The Manager ensures patients are receiving appropriate financial assistance, education, and support as needed. Assists with financial needs for uninsured patients, international patients, and the insured population as well. Responsible for ensuring financial clearance of patients prior to scheduled services. Responsible for the management, training and development of team members. Manages vendor relationships and ensures vendors are compliant with all workflow processes. Ensures HIPAA compliance. This is a Hybrid Role - Manager would need to be on site 2x per week and could work from home 3x per week. The position oversees team members located across the network so you may occasionally need to go to locations throughout the network for on site visits.

Requirements

Bachelor's degree, preferably in accounting/business/healthcare administration.
Minimum of 4 or more years of experience in a revenue cycle position.
Proficiency with insurance plans and determining patient out of pocket responsibilities.
Ability to travel among the HMH facility locations, as needed.
Excellent written and verbal communication skills.
Proven analytical and interpersonal skills.
Ability to work independently and multitask.
Experience providing supervision or oversight of a team.
Proficient computer skills that may include but are not limited to Microsoft Office and/or Google Suite platforms.

Nice To Haves

Master's degree.
Prior experience with Epic.
Experience counseling patients regarding financial obligations and providing related education.
Bilingual in Spanish.
Familiar with eligibility requirements for NJ Medicaid and Charity Care.
Presumptive Eligibility (PE) Certification.
Epic Hospital Billing (HB) Certification.

Responsibilities

Provide financial counseling services and complete financial agreements in accordance with policies; receive referrals from Patient Access and clinical leaders. Track and audit agreements for compliance.
Provides financial estimates for International patients in accordance with policy; ensures accuracy of the related calculations, clear and timely communication, and constant account monitoring for those who travel to our facility for services. Works closely with the Director of Global Medicine to provide financial documents and bills as required by International sponsors and Embassies.
Maintains regular communication with a patient and clinical team regarding the treatment plan; includes, modifications to the plan, and anticipated pharmacy items and doses.
Audits accuracy of demographic and insurance information to ensure maximum reimbursement in accordance with our collection policy.
Provide estimates for uninsured patients; work closely with the clinical leadership to obtain a comprehensive treatment plan; obtains charge information as needed from all ancillary departments.
Monitor self-pay calculations and related communication to patients to ensure they are being provided in accordance with policy.
Oversee the eligibility screening for Medicaid and Charity care; work closely with the Financial Assistance team to appropriately assist and schedule patients for appointments in that office.
Monitors staff productivity, including all EPIC related work queues and system actions; ensures timely completion of duties and establishes performance standards for the team members.
Plans, coordinates, and schedules the daily operations of the department in compliance with HMH policies.
Liaison with Commerce Bank regarding the payment plan enrollment portal, related access and training needs. Responsible for reconciling portal accounts and balances.
Maintains current departmental policies and procedures.
Ensures team members are trained on procedures and requests additional training as needed.
Ensures the department meets all HMH goals and that the departments are operating efficiently and accurately. Department goals are consistent with overall directives of the Revenue Cycle goals.
Ensures the entire team performs consistently and productively. Identifies needs for training and process improvement. Mentors team members for future advancement.
Manages staffing levels and workloads, hires, trains, evaluates and provides disciplinary actions.
Conducts huddle meetings with team members.
Works closely with vendors and HMH IT to identify and address issues.
Handles patient/team member issues professionally and resolve within a timely manner.
Responsible for interviewing, hiring, and termination of team members in accordance with corporate policies and procedures.
Maintains accurate time & attendance records in accordance with corporate policies.
Completes the written performance evaluations for team members; assists them with goal development.
Evaluates actual versus planned performance and metrics, presents and communicates missed opportunities; utilizes patient statements and bad debt data for such purposes.
Builds relationships with departments and operations staff to obtain and analyze additional information to improve workflows and the overall patient experience.
Monitor incoming and outgoing phone calls, timeliness of responses and overall quality of the service provided.
Oversee outreach to patients with balances in the dunning cycle, in regard to facilitating payment and explaining payment options.
Maintains strictest confidentiality and adheres to all HIPAA guidelines and regulations.
Assesses the impact of new regulations or requirements, and acts as a resource to clinical departments regarding those requirements; discusses ideas with Senior Leadership.
Performs or delegates the ordering of general supplies.
Complies with all procedural workflows and departmental policies and procedures as identified.
Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.).
Adheres to HMH Organizational competencies and standards of behavior.
Open telecom and IT tickets as needed via Footprints for team members and vendors; follow through as needed.
Provides patient education regarding their insurance benefits, eligibility, and expected out of pocket expenses.
Provides supplemental customer service as needed. Also, assist patients who are enrolled in Research Studies and require additional explanation of coverage.
Acts as a liaison with the Cardinal Health drug replacement program for patients in need.