Patient Financial Counselor

Geisinger•Pittston, PA

About The Position

Provides financial counseling in person or by telephone for patients in designated areas, including admissions, scheduled and elective services, surgeries, and outpatient clinical services. Coordinates and completes patient billing and collection functions at the initial interview, before services are rendered, and/or after insurance payment. Works closely with assigned clinical departments to communicate and address patients’ financial needs, provide efficient service, and collect co-payments, deductibles, and estimated balances at the point of service. The role supports patients in understanding the cost of care and their financial options, including insurance benefits, eligibility for public or private assistance, payment plans, charity, and other approved arrangements. It also handles account research and follow-up, financial clearance and billing coordination, account receivables review, reporting and recommendations, and related troubleshooting. The position works with patients, providers, insurers, employers, and internal Revenue Management and clinical teams to resolve financial matters. Work is typically performed in a clinical and office environment, and travel may be required.

Requirements

High school diploma or equivalent (GED).
Minimum of 3 years of healthcare experience.
Computer literacy.
Customer service skills.
Teamwork skills.
Ability to work independently.

Nice To Haves

Associate's degree.

Responsibilities

Interview patients with inadequate or no insurance coverage and establish suitable financial arrangements before services are rendered when applicable.
Follow Revenue Management policies and procedures for financial matters and payment arrangements.
Discuss patients’ financial situations, collect pertinent demographic and financial information, and complete tasks to determine eligibility for Medicaid and other government or private assistance.
Explain care pricing and financial matters to patients, answer questions about billing and account status, and advocate for patients’ understanding of their options.
Take ownership of customer problems and ensure timely resolution and satisfaction with the outcome.
Provide oversight for assigned departments, serve as a potential first point of contact for Patient Financial Services, and provide backup coverage and report analysis as needed.
Coordinate financial counseling activity among Revenue Management teams, clinical departments, providers, patients, and other Geisinger departments.
Calculate outstanding balances and finalize resolution through pre-service counseling, point-of-service collections, payment plans, or other arrangements.
Review accounts receivable for special pricing packages, ensure appropriate fund allocation, and identify opportunities and trends with supporting findings and recommendations.
Prepare receipts for payments collected, including past and future payments, and promote point-of-service and outstanding-balance collections.
Prepare pre-service price estimates, explain insurance benefits, and arrange mutually agreeable payment terms.
Research and follow up on assigned accounts according to established procedures and time frames, and help maintain control of self-pay receivables.
Resolve accounts through charity, vendor referrals, financial status determination, and other options established by Revenue Management policies.
Troubleshoot financial advising and service issues and trends for assigned service lines, and manage related projects and tasks.
Assist physicians, insurance companies, employers, and others with financial clearance and patient-account requests.
Coordinate with other departments to resolve financial clearance, insurance, billing, collection, and related issues.
Complete and update electronic medical records for interviewed patients using billing systems and approved guidelines.
Advise the supervisor of unusual situations and chronic financial, medical, or legal problems.
Ensure compliance with federal, state, and third-party billing requirements.