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

Ochsner Health•Shreveport, LA

About The Position

The Sr. Financial Counselor assists patients with billing inquiries across the organization, primarily face to face. The role reviews patient bills, collects liability for upcoming procedures and past-due balances, discusses benefit coverage options for medical and pharmaceutical services, secures authorizations, establishes fee arrangements, and provides coverage at other locations as needed. The position also handles complex or escalated inquiries, prepares service estimates, coordinates special projects, processes adjustments, corrects posted payments, and serves as a departmental expert who coaches and trains staff. The counselor helps ensure patients receive timely, accurate assistance and a high-quality experience. The role works with patients, providers, clinical staff, external departments, and other responsible parties to resolve account questions and discrepancies. It explains financial responsibilities and assistance options, supports authorization and estimate processes, and assists with denials, appeals, and physician adjustment requests. The position requires remaining current on applicable laws, accreditation standards, and regulatory requirements, as well as following the employer’s compliance, privacy, and safety standards. This is a full-time position at the King's Hwy location. The posting does not specify a remote, hybrid, or onsite designation, although it describes patient-facing work in a face-to-face setting. The work is classified as sedentary, with occasional lifting or moving of up to 10 pounds and occasional walking or standing. Work in the healthcare setting may involve occupational exposure risks related 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.
Effective verbal and written communication skills, including the ability to present information clearly and professionally to people at varying levels.
Proficiency with Windows-style applications, role-specific software, and keyboard use.
Strong interpersonal skills.
Ability to multitask and work effectively in a fast-paced, changing environment.
Ability to remain calm and professional in high-pressure situations involving patient financial and medical conversations.
Ability to organize and prioritize work to meet deadlines.
Ability to work with minimal supervision and make independent decisions.
Ability to provide coaching and constructive feedback.
Problem-solving skills, attention to detail, and robust follow-up.
Ability to work independently and as part of a team.
Reliable transportation, as travel to other facilities may be required to provide coverage.

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 questions 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 options and financial assistance alternatives for medical and pharmaceutical services.
Secure timely authorizations and provide accurate estimates for upcoming procedures.
Establish fee arrangements and provide coverage at other locations as needed.
Serve as a liaison among patients, providers, external departments, and other responsible parties to ensure charges and transactions are properly handled and account balances or discrepancies are resolved within the prescribed period.
Explain patients’ financial responsibilities and the financial impacts of available alternatives.
Provide high-quality service and resolve patient issues accurately, efficiently, and on time.
Work with clinical staff on patient benefits, pricing, authorizations, denial reviews, appeals, and physician adjustment requests.
Assist supervisors with escalated inquiries and daily departmental operations.
Provide routine support with new-hire and ongoing staff training and coaching.
Research complex patient accounts before submitting or processing requested adjustments.
Coordinate special projects, process adjustments, and correct payments that were posted incorrectly.
Remain knowledgeable about applicable laws, accreditation standards, and regulatory requirements, and comply with them.
Report known or suspected unethical conduct and patient or employee safety, privacy, or compliance concerns.