Patient Financial Counselor

CENTERS FOR PAIN CONTROL•Valparaiso, IN

4d•Onsite

About The Position

Reporting to the Billing Team Supervisor, the Patient Financial Counselor (PFC) is responsible for the overall management of patient accounts including, but not limited to: demographics, insurance eligibility, benefits, collection and payment posting. This role involves communicating with patients respectfully and professionally via telephone to explain charges, answer billing questions, and assist with financial resolutions. The PFC will confirm eligibility and benefits, process patient out-of-pocket estimates, and initiate outgoing calls to collect outstanding balances. Additionally, the role requires advising patients on their rights and responsibilities according to the practice's Financial Policy, documenting all financial discussions, and advising uninsured patients on payment expectations and self-pay fees. The Patient Financial Counselor will also provide financial counseling for special payment arrangements, manage work queues effectively, and attend billing staff meetings. The position also emphasizes continuous professional development, participation in performance improvement activities, and adherence to organizational goals and policies.

Requirements

Knowledge of Electronic Medical Record
Good typing skills
Good internet navigation skills
Knowledge of instrumentation used in office (fax, credit card, copy)
Knowledge of multi-line phone system
Demonstrates an advanced knowledge of healthcare billing procedures
Excellent Verbal and Written Communication skills
Knowledge of medical terminology with a strong focus on the spine and skeletal system
Comprehensive understanding of payer benefit summaries and eligibility guidelines
Minimum of 2 years of medical practice office experience
Experience interpreting payer explanation of benefits
Must be able to work overtime when required
Must be able to multitask while maintaining accuracy
Must work well with others
Knowledge of common safety hazards and precautions to establish a safe work environment
Ability to communicate effectively in person, by phone and in writing
Require adherence to all policies and procedures, including standards for safety, attendance, punctuality and personal appearance
Hearing: Adequate to perform job duties in person and over the telephone.
Speaking: Must be able to communicate clearly to patients & staff in person and over the telephone.
Vision: Requires eyesight correctable to 20/20 to operate equipment and read information from printed sources and computer screens.
Requires frequent lifting and carrying items weighing up to 50 pounds unassisted, including assisting patients when required.
Adequate physical ability to be present where needed.
Requires frequent bending, reaching, repetitive hand movements, standing, walking, squatting and sitting, with some heavy lifting, pushing and pulling exerted regularly throughout a regular work shift.
Requires exposure to communicable diseases, bodily fluids, medicinal preparations and other conditions common to a clinic environment.

Nice To Haves

Previous hospital/ambulatory surgery center, or physician billing experience preferred

Responsibilities

Communicate with patients respectfully and professionally via telephone to explain charges related to treatment services, answer billing questions, and assist with the financial resolution of accounts.
Confirm eligibility and benefits utilizing various methods such as payer portals, phone, and online tools.
Process patient out of pocket estimates utilizing the Clariti platform and initiates delivery of estimates to patients.
Initiate outgoing calls to collect outstanding balances from patients.
Advise patients on their rights and responsibilities in accordance with the practice Financial Policy.
Document all financial discussion and correspondence in the patient account record.
Advise uninsured patients on payment expectations and self-pay fees.
Provide financial counseling to patients in need of special payment arrangements.
Arrange payment plans utilizing athenaOne payment plan module in accordance with the guidelines set forth by the Billing Team Supervisor.
Manage work queues timely and effectively.
Attend and contribute to billing staff meetings and huddles.
Perform all other duties as assigned.
Develop and maintain personal and professional skills.
Attend all mandatory staff meetings per year unless excused as evidenced by documentation.
Attend mandatory in-services and a minimum of two pertinent in-services per year as documented.
Actively participate in performance improvement activities as observed or documented.
Establish realistic professional goals as evidenced by the annual performance evaluation.
Actively keep abreast of departmental and organizational activities.
Demonstrate flexibility in response to unexpected change in workload or situations as observed.
Serve on committees and/or participates in changes of policy and procedures that affect the revenue cycle.
Assist in the orientation of new personnel as directed.
Support the mission and goals of the company as observed.
Address all emails within 24 hours as documented.
Perform other duties as required.
Demonstrate safe and cost-effective practice.
Consistently adhere to OSHA bloodborne pathogen guidelines; apply universal precautions per company standards as observed.
Consistently utilize proper body mechanics as observed.
Accurately complete incident reports within the shift of occurrence and immediately communicates critical incidents to the appropriate person per the organizational chart.
Consistently allocate resources to reduce waste and minimize costs as observed.
Consistently complete assigned duties within stated shifts in a timely manner as observed and documented.
Strive for excellence.
Set challenging goals.
Produce quality work in a timely fashion.
Maintain current knowledge and skill.
Participate in quality and process improvement efforts.
Keep the work area clean, safe and secure.
Adapt to change.
See the value of different opinions and new ideas.
Change plans and objectives given new direction or priorities.
Handle stressful situations effectively.
Meet internal and external customers’ needs.
Find new ways of satisfying customers.
Participate in service improvements efforts.
Listen and respond to customers.
Treat customers with compassion and respect.
Work as a team player.
Pitch in to help those in need.
Communicate with others appropriately.
Listen and respond to others.
Handle conflict situations effectively.
Foster trust and respect within the team.
Participate in committees and task forces.
Treat all associates and customers with respect, integrity and dignity regardless of background, race, age, gender, gender identity, sexual orientation, religion or disability.
Treat all associates and customers fairly.
Take initiative and responsibility for actions.
Identify own learning needs and create/implement Learning Plans.
Perform duties according to policies and procedures.
Demonstrate ethical behaviors.
Maintain confidentiality of information.
Maintain licenses and certifications as appropriate.
Fulfill operating unit/clinical competencies.
Use equipment/resources responsibly.
Refer to upper management for approval or final disposition on any situation unsure of.