About Us:
Our purpose is to help clients exceed their financial health goals. Across the reimbursement cycle, our scalable solutions and clinical expertise help solve programmatic needs. Enabling our teams with leading technology allows analytics to guide our solutions and keeps us accountable achieving goals.
We build long-term careers by investing in YOU. We seek to create an environment that cultivates your professional development and personal growth, as we believe your success is our success.
JOB SUMMARY:
The Patient Financial Counselor is responsible for assisting patients and their families in understanding and managing the financial aspects of their healthcare services. This onsite role provides guidance on insurance coverage, payment options, financial assistance programs, and billing processes to ensure patients are informed and supported throughout their care journey.ESSENTIAL DUTIES AND RESPONSIBILITIES:
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. This position may perform all or most of the primary duties listed below. Specific tasks, responsibilities or competencies may be documented in the Team Member’s performance objectives as outlined by the Team Member’s immediate Leadership Team Member.
Essential Functions:
Note: The essential duties and responsibilities below are intended to describe the general duties and responsibilities of this position and are not intended to be an exhaustive statement of duties. An Patient Financial Counselor may perform all or most of the primary duties listed below.
- Meet with patients and/or guarantors over the telephone or in person at hospital location to discuss financial responsibility prior to or during hospital services
- Verify insurance eligibility, benefits, and coverage details
- Provide detailed explanations of estimated costs, co-pays, deductibles, and out-of-pocket expenses
- Assist patients in completing financial assistance applications, charity care forms, or government program enrollments (e.g., Medicaid, Crime Victims programs)
- Arrange payment plans and collect payments in accordance with hospital policies
- Accurately document patient interactions, payment arrangements, and financial counseling activities in system(s)
- Collaborate with admissions, registration, case management, and billing teams to ensure seamless patient financial experience
- Ensure compliance with federal, state, and organizational regulations related to billing and patient confidentiality (e.g., HIPAA)
- Address patient inquiries and resolve billing concerns in a timely and compassionate manner
- Maintain up-to-date knowledge of insurance requirements, hospital policies, and financial assistance programs
Qualifications and Requirements:
- High school diploma or equivalent required; associate or bachelor's degree preferred (Healthcare Administration, Business, or related field)
- Minimum 2–3 years of experience in healthcare financial counseling, patient access, medical billing, or related role
- Knowledge of insurance plans, including Medicare, Medicaid, and commercial payers
- Familiarity with hospital billing systems and electronic medical records (EMR, preferably Meditech Expanse)
- Strong interpersonal and communication skills
- Demonstrate capability to prioritize or escalate patient concerns to management or hospital administration as necessary
- Ability to explain complex healthcare financial information in a clear and empathetic manner
- Basic computer proficiency (Microsoft Office suite specifically Microsoft Work, Excel and Teams (Chat and meetings)
- Knowledge of UB04 claim forms, EOB’s and medical records preferred
- Strong verbal and written communication skills
- Basic mathematics skills (addition, subtraction, calculating percents, etc.)
- Ability to analyze and interpret documents, health insurance coverage, notes, and other correspondence
- Ability to multitask in a fast-paced environment
- Organization skills with a strong attention to detail
- Accountable for punctuality with managing shift start time and appropriate break times
Preferred Qualifications:
- Certification in healthcare financial counseling (e.g., CHFC, HFMA CRCS, or similar)
- Experience working in a hospital or acute care setting
- Bilingual or multilingual skills
Key Competencies:
- Customer service and patient-centered mindset
- Attention to detail and accuracy
- Problem-solving and critical thinking
- Confidentiality and integrity
- Ability to manage sensitive conversations with empathy
- Time management and organizational skills
Physical Requirements and Demands:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described.
Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, incumbents are subject to sitting for prolonged periods. Infrequently, incumbent must be able to lift and move material weighing up to 20 lbs. Incumbent may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the employee’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
PHYSICAL DEMANDS:
Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described. Regular eye-hand coordination and manual dexterity is required to operate office equipment. The ability to perform work at a computer terminal for 6-8 hours a day and function in an environment with constant interruptions is required. At times, Team Members are subject to sitting for prolonged periods. Infrequently, Team Member must be able to lift and move material weighing up to 20 lbs. Team Member may experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines.
A job description is only intended as a guideline and is only part of the Team Member’s function. The company has reviewed this job description to ensure that the essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.