FINANCIAL CARE COUNSELOR - DRAH ED

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

 

About Duke Health's Patient Revenue Management Organization

 

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions.

The Financial Care Counselor (FCC) is an integral part of the patient care team in Hospital Service Emergency Department service areas and is responsible for the revenue cycle patient access activities. The FCC is responsible for patient identification, registration, documentation of any special needs (language, mobility or other ADA identified needs), demographic and insurance updates.  The FCC must ensure all financial and compliance related documents are completed and documented, arrival or check-in, point of service collections (deductible, copay, coinsurance and balances), estimates, appointment coordination/scheduling for follow-up appointments where applicable, work queue management, and MyChart enrollment according to established policies and procedures. FCCs are responsible for identifying and correcting insurance registration errors and contributing to registration quality improvement. A Financial Care Counselor may serve as a Cash Manager in the area.  

 

The FCC is expected to follow all regulatory and compliance policies. The FCC maintains a professional image while patient facing and over the phone.  The FCC safeguards patient privacy, confidentiality, and safety throughout all transactions.  All Financial Care Counselors working in Hospital Service Access are considered essential employees for normal business operations including disaster and severe weather situations.  The FCC is responsible for living Duke’s value by demonstrating expected behaviors, contributing to a positive patient experience, and building a positive work environment.  
  
Patient Identification / Registration / Arrival (Check-in) – 50%

• Correctly identify patient by checking an approved photo ID and utilizing a minimum of three approved patient identifiers (Patient name, Date of Birth, Last four of Social Security # or Home Address).  Follow Red Flag procedure for patients unable to identify / verify.  Arm band patient as required.
• Verify, capture, and update demographic information to include name, address, phone number, emergency contact, guarantor, race, ethnicity, veteran status, employer, primary care provider and / or referring provider in Maestro Care as needed.  Ensure all information is accurate and complete.
• Verify, capture / update insurance information; determine and select insurance carrier, enter subscriber information and plan information.   Maintain proficiency in verifying insurance eligibility and obtain benefits via all methods (e.g. integrated vendor eligibility solutions (RTE), phone, fax, or payer website).  
• Verify with patient on any Worker’s Compensation-related encounter to determine financial liability and obtain any / all accident-related details.  Coordinate registration and billing for covered services and update all liability information in Epic. Follow-up with Hospital Service Access management when appropriate.
• Review / resolve eligibility edits, coordination of benefits, data mismatch, and content errors prior to or at time of service.  Appropriately document in medical record.  
• Capture and appropriately document patients with special needs, for example risk for falls, bariatric, short of stature, etc. Communicate with clinical staff and correctly align special needs fields with any ambulatory documentation conflicts to minimize risks and meet joint commission standards.
• Inquire with patient if an interpreter is needed at time of service and complete applicable fields in MaestroCare.  In conjunction with the Americans with Disabilities Act (ADA), coordinate an interpreter when requested through Interpreter Services and utilize Service Hub as appropriate.
• Present and educate patients on financial, compliance, and authorization forms. Obtain all necessary signatures or E-Signature as required per policy. (For example, Conditions of Admission/Treatment -COA/COT, Medicare Secondary Payer Questionnaire -MSPQ). Appropriately label, scan, or e-sign and document to medical record for retention. Modify communication to ensure patient understanding if necessary. 
• Prospectively address patient financial responsibility.  Identify and collect patient financial liabilities (copay, coinsurance, deductibles, account b