Senior Financial Navigating Specialist

Ensemble Health Partners•Appleton, WI

22h•Onsite

About The Position

Ensemble is a leading provider of technology-enabled revenue cycle management solutions for health systems, including hospitals and affiliated physician groups. They offer end-to-end revenue cycle solutions as well as a comprehensive suite of point solutions to clients across the country. Ensemble keeps communities healthy by keeping hospitals healthy. The Financial Navigating Senior Specialist is a key resource for patients throughout their financial journey, from admission through post-discharge. This role provides personalized guidance to help patients understand and manage healthcare-related financial obligations. Responsibilities include reviewing benefits, estimating out-of-pocket costs, facilitating payment arrangements, and ensuring compliance with organizational and regulatory requirements. Calculates patient liability estimates and collect payments at point of service. Addresses billing and coverage inquiries and maintain accurate account documentation. Provides education and problem resolution to enhance patient experience and financial performance. Monitors trends, prepare operational reports, and support process improvement initiatives to reduce financial barriers and improve satisfaction.

Requirements

High School diploma/GED required
CRCR Required within 6 months of hire
Must be inquisitive and demonstrate openness to innovation including AI to explore better processes and ways to alleviate friction and improve patient and client experiences

Nice To Haves

3-5 years' experience in multiple areas of the revenue cycle is preferred, including but not limited to a financial counselor role, customer service role, or other applicable roles
Prior customer service and/or hospital experience is a plus
Bachelor’s degree or Equivalent experience in Healthcare Management / Administration

Responsibilities

Navigator will have subject matter knowledge in the following functional areas: Financial Counseling, Public Benefits Eligibility, Billing Customer Service
Ability to triage patient questions and ensure resolution
Perform regular patient rounding in the registration lobby to ensure efficient patient throughput and optimal patient experience
Take a proactive approach in patient education to improve patient experience to improve financial performance
Ensure continuity on challenging in-house cases
Face-to-face connection with patients throughout their care journey
Real time feedback and issue resolution
Proactively identify financial process gaps
Maintain consistent communication and collaboration with the client patient care advocate or designated personnel that receive external patient inquiries, concerns, or complaints
Communicate and collaborate with other personnel as needed, including case management, social workers, customer service or physician liaisons
Produce monthly operating report for executive review
Trend analysis of issues discovered, actions taken, project proposal, etc.
Answers inbound phone calls during peak call hours
Research and responds to account inquiries in a timely manner
Knowledge of all aspects of the revenue cycle and processes to troubleshoot and resolve issues
Must demonstrate critical thinking, problem solving and knowledge of all the Revenue Cycle areas and processes to be effective in the position
Work with leadership team to implement workflow changes if appropriate
Communicate patterns and trends with other departments to improve work standards
This position will work closely with the customer service department to ensure we have a standardized approach in training, education, technology, and processes
Performs other duties as assigned