Sr. Financial Counselor - King's Hwy - Full Time

Ochsner Clinic Foundation•Shreveport, LA

6d•Onsite

About The Position

This role assists patients with billing inquiries across the organization in a face-to-face setting and through email, fax, mail, and phone. The Sr. Financial Counselor reviews patient bills, collects liability for upcoming procedures and outstanding balances, discusses benefit coverage alternatives for medical and pharmaceutical services, obtains authorizations, arranges fee payments, and provides coverage at other locations as needed. The role also handles complex and escalated inquiries, prepares service estimates, coordinates special projects, processes adjustments, corrects posted payments, and serves as an expert on departmental procedures while coaching and training staff. The position focuses on providing timely, accurate, professional assistance and a positive patient experience. It involves liaising with patients, providers, clinical staff, external departments, and other responsible parties to resolve account questions and discrepancies. The counselor explains financial responsibilities and assistance options, supports authorization and denial-related processes, and performs detailed account research before adjustments. The role requires compliance with applicable laws, accreditation standards, regulations, and the employer’s privacy and conduct programs. The work is primarily sedentary in a healthcare setting, with possible exposure to communicable diseases, hazardous medications, or hazardous waste.

Requirements

High school diploma or equivalent.
At least 2 years of customer service, healthcare, or office experience.
Computer skills and dexterity for entering and retrieving patient information; proficiency with Windows-style applications, role-specific software, and keyboarding.
Effective verbal and written communication skills, including the ability to present information clearly and professionally to people at varying levels.
Strong interpersonal skills and the ability to multitask in a fast-paced, changing environment.
Ability to remain calm and professional during high-pressure situations involving patient financial and medical conversations.
Ability to organize and prioritize work, meet deadlines, and follow up thoroughly.
Ability to work with minimal supervision, make independent decisions, and work both independently and as part of a team.
Ability to provide coaching and constructive feedback; demonstrated problem-solving skills and attention to detail.
Reliable transportation, as travel to other facilities may be required.
Ability to meet the physical demands of sedentary work, including occasionally exerting up to 10 pounds and sitting most of the time, with occasional walking or standing.
Ability to work in a healthcare setting where occupational exposure to communicable diseases and potentially hazardous medications or waste may occur.

Nice To Haves

Bachelor’s degree.
One year of experience in a healthcare business office.
Collections or customer service experience.
Proficiency in Word, Excel, and PowerPoint.
Bilingual ability.

Responsibilities

Assist patients promptly and courteously with account or service inquiries in person and through email, fax, mail, and phone.
Review patient bills and collect liability for upcoming procedures, residual balances, and past-due balances.
Discuss benefit coverage alternatives for medical and pharmaceutical services, explain financial responsibilities and assistance options, and describe the financial impact of available alternatives.
Obtain timely authorizations and provide accurate estimates for upcoming procedures.
Arrange fee payments and provide coverage at other locations as needed.
Handle complex and escalated patient inquiries and issues, including detailed account research.
Coordinate special projects, process adjustments, and correct payments that were posted incorrectly.
Serve as an expert on departmental processes and procedures and provide coaching, constructive feedback, and staff training.
Liaise with patients, providers, clinical staff, external departments, and other responsible parties to ensure appropriate charges, recorded transactions, and timely resolution of account balances and discrepancies.
Work with clinical staff on benefits, pricing, authorizations, denial reviews, denial appeals, and physician adjustment requests.
Assist supervisors with escalated inquiries and daily departmental operations.
Maintain patient satisfaction by resolving inquiries accurately, efficiently, and professionally.
Keep current with applicable laws, accreditation standards, and regulatory requirements and comply with privacy, safety, and conduct requirements.
Perform other related duties as required.