Patient Financial Access Counselor

Yale-New Haven Health • New London, CT

73d

About The Position

The Patient Financial Access Counselor is responsible and accountable for coordinating the activities of the patient account from the point of initial contact through account resolution. This position will be the first face-to-face point of contact for our inpatients and will be able to provide services at all points of entry. Works closely with the patients, families, outside departments and third party payers to ensure compliance to individual requirements to expedite the timely collection of the accounts receivable and protect the patient and the Hospital from unnecessary financial loss. Is knowledgeable of various third party benefits and is proficient in understanding the electronic eligibility systems in order to educate patients of their benefits and attempt to collect balances due. Works independently and under varying circumstances to address the specialized needs of our self-pay, underinsured and undocumented resident patient population to identify resources for assistance that will protect the patient and the Hospital from unnecessary financial loss. Responsible to initiate the financial assistance application and navigate the patient through the process until resolution. This position is responsible for the effective outcome on accounts, being proficient and up to date in State and Federal regulations in order to successfully navigate various Social Service agencies (i.e. the Department of Social Services, Social Security, etc.) to expedite prompt resolution from the point of initial contact through final determination. Working in collaboration with the Care Management and Social Work Departments, this position formulates solutions to respond to non-clinical customer requests, resolving issues and obstacles while meeting the changing demands and priorities of the hospital and third party environments. Also responsible to identify trends and offer solutions to improve customer satisfaction and ensure a positive patient experience under sometimes difficult and life changing situations. Is proficient in all areas of In Patient Access including Emergency Department registration and responsibilities involve working all shifts including weekends and holidays at needed.

Requirements

• High school diploma or GED required.
• Associate degree or more than 2 years in a customer service environment preferred.
• Three (3) to four (4) years' experience in Access at YNHH or related environment.
• Strong customer service and third party insurance background.
• Must demonstrate a strong working knowledge of all Access areas.
• Experience in resolving complex issues regarding patient accounts in a timely fashion.
• Certified Healthcare Access Associate (CHAA) or Certified Revenue Cycle Specialist (CRCS) required within 18 months of hire.

Nice To Haves

• Self-directed, well organized and exhibiting excellent interpersonal and team oriented skills.
• Ability to identify and solve problems independently.
• Excellent investigative, critical thinking and problem solving skills.
• Advanced computer skills and the ability to adapt to various programs/systems.
• Expert knowledge of Microsoft Office, Word, and Excel.
• Demonstrated proficiency in understanding registration work queues that affect workflow.

Responsibilities

• Coordinates patient account from point of initial contact through account resolution.
• Understands all aspects of the patient's financial needs and ensures all billing requirements are accurate.
• Works closely with patients and/or family members to ensure all demographic and insurance information is accurate and complete.
• Responds and resolves non-clinical customer requests, issues and problems.
• Reviews prior account history, identifies any past trends, and establishes a relationship with the patient, family or representative.
• Provides financial counseling to self-pay and underinsured patients and/or their representatives.
• Utilizes guidelines for all state and federally funded medical assistance programs.
• Identifies potential financial assistance needs and advises patients and/or their representative of potential funding options available.
• Promotes excellence in customer service and the PAR concept throughout the organization.
• Works with hospital and health system staff to coordinate patient admissions.
• Provides educational information regarding third party requirements to patients, family members and other hospital staff.
• Utilizes a variety of software applications, reports and statistical data.
• Confirms eligibility and identifies problems of eligibility for inpatient admissions and other hospital services.
• Participates in ongoing quality improvement efforts of the department.

What This Job Offers

• Job Type: Full-time
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees