Financial Counselor II - Pinellas Park Standing ED - Nights

Position Summary

Location: Orlando Health Pinellas Park FSED

Shift: Nights

 

The Financial Counselor assists patients and their families with a host of services to ensure that the process of collecting payments is fully explained and is as comfortable as possible.

Responsibilities

Essential Functions

• Understands the importance Orlando Health places on providing exemplary customer service and performs job functions in a manner that helps meet the department customer service goals.
• Demonstrates a positive and professional approach and communicates effectively with customers and team members at all times.
• Identifies customer service issues and resolves or initiates necessary follow-up.
• Efficiently and accurately gathers and inputs patient/guarantor demographic and financial information.
• Explains necessary forms and obtains signatures from patient/guarantor.
• Contacts appropriate payers, verifying benefits and obtaining necessary authorizations.
• Utilizes appropriate reports to contact insurance payers for resolution to accounts that are pending or denied.
• Explains insurance benefits and collects co-pays, deductibles and self-pay portions due.
• Collects for related professional care when appropriate.
• Collects outstanding balances due from previous accounts or establishes payment arrangements for these balances as appropriate.
• Able to answer basic customer billing questions.
• Contacts Primary Care or Admitting Physician to obtain authorizations, diagnosis, and procedure detail as necessary.
• Documents authorization and benefit information in registration system.
• Assembles patient record and obtains copies of relevant documents including insurance cards, photo identification cards and any advance directives.
• Maintains a working knowledge of third party reimbursement requirements and regulations.
• Exhibits working knowledge in the use of all registration and scheduling systems, electronic verification tools and Web based resources.
• Follows Patient Financial Services self-pay policies including completion of Guarantor Financial Statement Application, explanation of payment options and collections of monies due.
• Follows Patient Financial Services policies related to cash handling.
• Performs department cashiering functions and point of service transactions.
• Collects and inventories patient valuables following policy guidelines.
• Maintains a working knowledge of the medical necessity screening process and appropriate systems.
• Maintains a working knowledge of ICD-10 and CPT codes.
• Performs appropriate pre-registration functions including calling physician offices, insurance payers and the patient/guarantor, as necessary.
• Cross-trained with appropriate knowledge and skills necessary to staff multiple areas within department, including but not limited to Front Desk, Admitting Office, Cashier, Insurance Verification, Floor Representatives, Pre-Registration, Scheduling and Emergency Department Business Office.
• Participates in training of new team members.
• When performing scheduling functions maintains open communication with physicians and their offices, patients, all ancillary and surgical areas to include scheduling, rescheduling and cancellations of single/multiple tests and procedures.
• When performing scheduling functions provide patients with thorough and accurate procedure information.
• Works with Nursing, Ancillary, Scheduling, Case Management, Social Workers, Managed Care Companies, Physicians, Administration, Patient Accounting, HIM and other departments as needed.
• Maintains departmental logs for statistical reporting.
• Works departmental reports as assigned.
• Exhibits working knowledge in the use of the telephone system, scanners, printers, copy machine, fax machine, and paging systems.
• Consistently meets Quality Assurance standards set by Patient Access and the department.
• Meets departmental goals regarding collections, productivity and customer service.
• Maintains flexibility in work schedule availability that allows department to change/modify work schedule to meet departmental needs.

Qualifications

Education/Training

• High School or equivalent.
• Must complete Corporate and Patient Financial Services Orientation programs and annual education requirements.

Experience

• Two (2) years’ experience in a financial, business office, or customer service environment required.
• Proficient in Windows Microsoft Office-based products (Word, Excel, PowerPoint).
• Typing proficiency.
• One (1) year PC/Wi