Financial Counselor

The Financial Counselor oversees revenue cycle activities that are mostly influenced at the Point of Care. This role is an integral part of the Physician Care Team and embedded in the physician practice setting, directly interacting with front office Operations staff, physicians and providers, and patients. Highly visible role requiring initiative, judgement, superior communication skills, and outstanding customer service. Advocates on behalf of both the physician/Springfield Clinic and the patient. Ability to establish and build relationships, credibility and trust as well as an ability to navigate and influence the organization are essential for success.

This position provides face-to-face interaction with patients and/or their families regarding point-of-service collections, financial assistance programs, health plan eligibility and qualifications. This position is the lead for all face-to-face patient direct inquiries/concerns regarding account balances, financial assistance, insurance information and/or payment arrangements.

Job Relationships

Reports to the Patient Financial Services Manager

Principal Responsibilities.

• Works as a team player supporting a multidisciplinary staff.
• Liaison for the physician's office and revenue cycle.
• Verify that sufficient information is available for accurate verification and eligibility and that all information is entered correctly into the estimator tool. This may require direct contact with the physician and/or patient.
• Verify benefits and provide financial counseling to patients and families to ensure they are advised of their financial obligations with appropriate financial arrangements.
• Prepare out of pocket cost estimates.
• Discuss and establish payment arrangements within practice guidelines.
• Partner with the front office operations staff to maximize time of service and patient balance collections.
• Responsible for assisting patients with and collection of outstanding account balances.
• If a patient cannot pay the expected fees, the Financial Counselor follows established protocols for securing a payment plan or contacts the Business Manager to determine a course of action.
• Serve as a patient advocate on behalf of patient and family.
• Be familiar with individual payer guidelines and process the collection of payments/deductibles/co-pays and co-insurance. Knowledge of payer contracts including MEDICARE.
• Review the revenue cycle metrics for the assigned care teams and initiate efforts for improving results.
• Ensures responses to patient and guest inquiries, and assistance to others are performed completely, accurately, and within the time frames defined within departmental standards.
• Create work that is consistently accurate and reliable.
• Take initiative to teach and share new information and provide constructive feedback.
• Work requires communication skills (verbal, written, telephone) necessary to explain policies/procedures, relay patients' needs to appropriate team, communicate with others in situations requiring sensitivity and tact.
• Escalate issues to manager as necessary.
• Comply with and meet all provisions of the Fair Credit Billing Act (FCBA).
• Comply with the Springfield Clinic incident reporting policy and procedures.
• Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy.
• Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards.
• Perform other job duties as assigned.

Education/Experience

• High School graduate or GED required. Bachelor's degree preferred.
• Experience in a medical group or hospital setting preferred.
• Minimum of three (3) years' experience in a billing, financial representative, or related role required.
• Proven track record for driving impact and improved financial revenue cycle results.

Licenses/Certificates

• CPC (AAPC) certification required or obtained within 6 months of employment.

Knowledge, Skills and Abilities

• Ability to thrive in a fast-paced, changing environment and create an operational structure to remain nimble and adaptable to the level of pace and change.
• Possess a strong business acumen, excellent communication skills (oral and written), and demonstrable critical thinking and analytical skills.
• Deliver legendary customer service and the ability to create a genuine moment of connection with the patients and guests of Springfield Clinic.
• Demonstrate attention to detail.
• Embody a willingness to learn.
• Treat every interaction as an opportunity to make an impact and deliver excellence.
• Be an example of excellence to peers, coworkers and others by fostering a team atmosphere.

Working Environment

• Office environment
• Sitting for long periods/computer work

PHI/Privacy Level

HIPAA1