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Financial Counselor - South Lake Business Office - First

 

Financial Counselor - South Lake Business Office - First

Department: SOLK Business Office
Status:
Variable Full Time
Shift:
First
ReqID: req27555

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.

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/Windows experience.

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.
  • Meets federal, state and hospital requirements related to compliance issues.
  • Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
  • Maintains compliance with all Orlando Health policies and procedures.

Other Related Functions

  • Attends and participates in department staff meetings and attends other meetings as assigned.
  • Participates in internal department committees.
  • Responsible for reviewing and adhering to all Patient Financial Services and departmental education initiatives.
  • Meets all corporate and Patient Financial Services annual recertification and education requirements.
  • Assists his/her manager in planning and organizing department activities.

ADDRESS: 1900 Don Wickham Drive Clermont FL 34711

ABOUT ORLANDO HEALTH

Orlando Health is one of Florida's most comprehensive private, not-for-profit healthcare networks, and is based in Orlando, FL. Our facilities, advanced medical treatments and procedures, and highly qualified staff have distinguished Orlando Health as a healthcare leader for nearly two million Central Florida residents and 10,000 international visitors annually. Click here to learn more about Orlando Health.


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