Patient Counselor

ECU Health Medical Center•Greenville, NC

4d•$18 - $26•Onsite

About The Position

The Patient Counselor provides quality customer service to telephone and walk-in patients seeking assistance or information through ECU Health’s Central Business Office. The role proactively pursues self-pay accounts and analyzes underinsured and uninsured accounts for possible third-party payment or financial assistance. The counselor evaluates correspondence and responds to requests, inquiries, and complaints, and prepares account summaries for referral to after-hours callers. The position also assists patients with insurance discovery, Medicaid and other financial assistance options, payment arrangements, billing questions, and account follow-up. The counselor documents contacts and transactions, supports appropriate claim and account review, and complies with HIPAA policies and procedures. This is an onsite, full-time, Monday–Friday day-shift role based in Greenville, North Carolina.

Requirements

High school education plus two or more years of formal training or education in health occupations, business or a related field, customer service, or collections; alternatively, an associate college degree or higher.
More than one year but less than two years of experience with third-party payers, patient accounting, assistant patient counselor positions, physician offices, insurance companies, financial institutions, imaging specialist work, or cashiering.
One year of related experience may substitute for one year of education, up to two years.
Ability to comply with HIPAA policies and procedures.

Responsibilities

Review patients registered as self-pay and pursue payment or payment arrangements.
Research imaged charts and conduct online searches to identify third-party insurance or Medicaid coverage; verify and add discovered insurance, update financial class, and redirect accounts to Billing as appropriate.
Contact patients to obtain insurance information, pursue payment in full, or arrange payment plans.
Evaluate uninsured patients and counsel and refer them for financial assistance, including Medicaid, state agencies, the NC Crime Victims' Fund, and other assistance programs.
Review incoming mail and determine appropriate action; respond to requests, inquiries, and complaints in a timely manner or refer correspondence to the appropriate source.
Assess account collectability and identify accounts for after-hours call referrals.
Prepare concise summaries of outstanding accounts and payment history, document the reason for referral and requested action, and transfer accounts to receiving counselors online.
Receive internal and external telephone and walk-in customers; answer and resolve questions, inquiries, and complaints professionally and courteously.
Serve as a liaison and referral source between customers and the ECU Health services they need.
Facilitate follow-up on denied claims and corrected-claim needs; assess and facilitate clinical or Risk review of accounts.
Arrange suitable payment plans, including account consolidation, in accordance with accepted practices.
Assist ECU Health employees with employee discounts and payroll deductions.
Document account contacts and transactions accurately and concisely.
Comply with HIPAA policies and procedures and follow established procedures and management requests.
Initiate collection calls after insurance has paid; investigate possible unidentified coverage and pursue payment of remaining balances.
Assess patients’ financial situations and arrange suitable payment plans when needed.
Verify and update demographic information; explain the billing cycle and clarify guarantor responsibility for monthly payments.
Use tact and courtesy in interactions, promote a positive image, support management goals, and handle inquiries and complaints discreetly and effectively.