Patient Financial Advisor

Martin’s Point Health Care•Portland, ME

About The Position

Join Martin's Point Health Care - an innovative, not-for-profit health care organization offering care and coverage to the people of Maine and beyond. As a joined force of "people caring for people," Martin's Point employees are on a mission to transform our health care system while creating a healthier community. Martin's Point employees enjoy an organizational culture of trust and respect, where our values - taking care of ourselves and others, continuous learning, helping each other, and having fun - are brought to life every day. Join us and find out for yourself why Martin's Point has been certified as a "Great Place to Work" since 2015. Position Summary The Patient Financial Advisor supports Patient Accounts by actively managing the collections process, patient payment plans, and the Financial Assistance Program. They must have fundamental knowledge of all payers, including government, commercial, worker’s compensation and liability payers. The Advisor must gain a familiarity with many payer policies and procedures, including rules for claims appeals, rules regarding the use of ABNs, payer website navigation, coordination of benefits, and filing limits to work with Billing Specialists to obtain payment for services rendered from the appropriate party. The Patient Financial Advisor will also assist as needed with incoming calls from patients for a host of reasons including but not limited to; statement disputes, difficult collection issues, insurance questions, making payments, financial assistance, and patient quality issues. In addition, the Patient Financial Advisor will also make outbound collection calls to obtain payment on accounts, discuss payment plans, Financial Assistance. The Advisor must also apply critical thinking skills and judgment to coordinate resolution of patient questions with coding, providers, PSRs and clinical staff on a regular basis.

Requirements

Associate Degree or combination of relevant education and experience
2+ years related to claims, accounts receivable and/or high volume collections experience
Knowledge of medical terminology, ICD-9 & ICD-10, CPT and HCPCS coding
Knowledge of Fair Debt Collections Act and other collections law
Experience with MS Office products preferred
Demonstrates an understanding of and alignment with Martin’s Point Values
Excellent customer service skills required. Must possess a high level of interpersonal skills including the ability to respond calmly and make rational decisions in stressful situations
Ability to maintain confidentiality of healthcare data (HIPAA Compliance)
Capacity to be cross trained to new payer types as business indicates
Ability to prioritize and manage multiple responsibilities
Demonstrates significant change agility
Ability to demonstrate MPHC Core Competencies
Team player
Excellent organizational skills, written and verbal communication skills and attention to detail
This position is not eligible for immigration sponsorship.

Responsibilities

Prioritize workload to align with department metrics and goals
Answer incoming patient calls as needed to address patient issues or concerns
Evaluate and monitor payment plans to balance patient’s financial considerations with timely revenue recovery
Work with Billing Specialist to process and manage all Financial Assistance Applications in a timely manner
Process and respond when needed to patient correspondence related to collection issues or concerns via the clinical inbox
Reconcile Customer Account upon customer request
Act as a resource to the sites, including occasionally traveling to the site to help with any education and training necessary
Assist patients with issues related to accounts in collections and accounts from legacy systems
Maintain positive relationships through communication and commitment to the team and sites and their work
Monitor the High Risk/High Dollar account list and the Disengagement list to balance patient’s financial considerations with timely revenue recovery
Monitor Bankruptcy Accounts and act as a liaison with Collection Agency
Learn new workflows and demonstrate flexibility when needed to help other teams or work on special projects identified by management
All other duties as assigned