Patient Financial Counselor - Miamisburg - Patient Access - Full Time - Days job

company building Kettering Health location Miamisburg, OH
4.4 excellent trustpilot rating

Job

Description

Skills

Job openings

Job Description

Overview

Kettering Health is a not-for-profit system of 13 medical centers and more than 120 outpatient facilities serving southwest Ohio. We are committed to transforming the health care experience with high-quality care for every stage of life. Our service-oriented mission is in action every day, whether it’s by providing care in our facilities, training the next generation of health care professionals, or serving others through international outreach.

Department Overview

This position, under the direction of the Network Point of Service Collection and Financial Service Manager and is responsible for providing exceptional “Best Practice” patient financial services with kind consideration to patient concerns while committed to identify a financial solution to meet the patient’s needs; payment arrangements, Medicaid application direction, Hospital Care Assurance Program (HCAP), KHN/KPN Financial Assistance Program and review financial applications, documentation in Epic, On Base, Mail, Fax or email to determine eligibility for financial assistance. Adjust accounts per program guidelines and inform patient of additional information needed or final approval. Supports Point of Service Collection processes and is resource providing financial service training for the Network including registration, pre-registration, pre-service and other areas located in but not limited to in Patient Access Departments and Kettering Physician Network.

Responsibilities & Requirements

Responsibilities:

  • Reviews patient Work queues assigned for Self-Pay and Insured Patients who may qualify for financial assistance, financial dialogue regarding payment options including Medicaid, Hospital Care Assurance Program (HCAP) and KHN/KPN Financial Assistance Programs screening.
  • Monitor Medicaid Pending Number email; respond upon request for a Medicaid pending number and forward to Vendor to complete.
  • Provide patients with financial solutions, payment plan, completing the financial assistance application, explain application requirements such as proof of income requirements and timeframe in which to return requested documents.
  • Maintain communication with patients in person, by email, mail and or by telephone.
  • Update and correct Epic registration to appropriate financial assistance program per eligibility, Income and family size (FPL) in EPIC
  • Adjust discounted rate per financial assistance guidelines
  • Face to face meeting with patient in person onsite or skype at hospital facilities as needed per team rotation schedule
  • Answer calls promptly as received through the Financial Counselor Service Line
  • Maintain and monitor Financial Counselor shared email to respond within 24 hours of receipt
  • Review and sort financial counselor mail; applications and POI received and stored in On Base Tool for review
  • Meets KHN as well as Industry Standards for accuracy of Pre-Registrations and Financial Clearance Standards.
  • Provide financial assistance and POSC education; patients, Case Managers, physicians’ offices, ancillary department staff, Medicaid Eligibility staff, PFS staff, and PAS staff in a polite, respectful, and professional manner.
  • Demonstrates that communication on an intra and interdepartmental basis is positive.
  • Demonstrates complete understanding of the Registration process
  • Provide patient estimates per request utilizing estimator software to acquire co-insurance, co-pay and deductible amount due at time of service.
  • Utilizes Medical Necessity software and Passport (RTE) to check for Medical Necessity and Insurance Eligibility plus benefits.
  • Maintains knowledge of Financial Counselor Dress code and maintains compliance with the policy.
  • Knows and uses Standards of Behavior in all internal and external communication and interaction.
  • Understanding of general safety, fire safety, equipment management, hazardous materials, right-to-know, disaster plan, universal precautions and infection control
  • Assist the POSC Coordinator and Manager, plus the Network Director and Executive Director in all other duties assigned or directed.
  • Keep Coordinator and Manager informed of issues relating to the overall efficiency and wellbeing of the department.
  • Requirements:

    • High school diploma or equivalent required
    • College degree preferred in finance or healthcare field or any related field of study
    • Previous 2 years of registration/call center experience required
    • Excellent written and oral communication skills
    • One or more years of customer service experience required
    • Demonstrated competency in working in teams and ability to effectively communicate with all levels
    • Proficient in using computer software; i.e. EPIC, Excel, Microsoft Word and email.
    • Ability to function in high paced often stressful environment and/or circumstances while maintaining a respectful, caring and professional manner
    • Proficient in phone skills, and customer service knowledge
    • Minimum travel required

    REPORTS TO:  Network POSC/Financial Service Manager and Network Director

    4.4 excellent trustpilot rating
    green circle info icon  This position is open. This job was posted on Fri May 13 2022 and expires on Sun Jun 12 2022.

    Tasks

    • Assess clients' overall financial situations by reviewing income, assets, debts, expenses, credit reports, or other financial information.
    • Create debt management plans, spending plans, or budgets to assist clients to meet financial goals.
    • Calculate clients' available monthly income to meet debt obligations.
    • Prioritize client debt repayment to avoid dire consequences, such as bankruptcy or foreclosure or to reduce overall costs, such as by paying high-interest or short-term loans first.
    • Recommend strategies for clients to meet their financial goals, such as borrowing money through loans or loan programs, declaring bankruptcy, making budget adjustments, or enrolling in debt management plans.
    • Interview clients by telephone or in person to gather financial information.
    • Explain general financial topics to clients, such as credit report ratings, bankruptcy laws, consumer protection laws, wage attachments, or collection actions.
    • Advise clients on housing matters, such as housing rental, homeownership, mortgage delinquency, or foreclosure prevention.
    • Prepare written documents to establish contracts with or communicate financial recommendations to clients.
    • Explain services or policies to clients, such as debt management program rules, advantages and disadvantages of using services, or creditor concession policies.
    • Maintain or update records of client account activity, including financial transactions, counseling session notes, correspondence, document images, or client inquiries.
    • Advise clients or respond to inquiries about financial matters in person or via phone, email, Web site, or Internet chat.
    • Refer clients to social service or community resources for needs beyond those of credit or debt counseling.
    • Estimate time for debt repayment, given amount of debt, interest rates, and available funds.
    • Negotiate with creditors on behalf of clients to arrange for payment adjustments, interest rate reductions, time extensions, or payment plans.
    • Recommend educational materials or resources to clients on matters such as financial planning, budgeting, or credit.
    • Review changes to financial, family, or employment situations to determine whether changes to existing debt management plans, spending plans, or budgets are needed.
    • Create action plans to assist clients in obtaining permanent housing via rent or mortgage programs.
    • Teach courses or seminars on topics such as budgeting, management of personal finances, or financial literacy.
    • Explain loan information to clients, such as available loan types, eligibility requirements, or loan restrictions.
    • Conduct research to help clients avoid repossessions or foreclosures or remove levies or wage garnishments.
    • Investigate missing checks, payment histories, held funds, returned checks, or other related issues to resolve client or creditor problems.
    • Disburse funds from client accounts to creditors.

    Skills

    • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
    • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
    • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
    • Speaking - Talking to others to convey information effectively.
    • Mathematics - Using mathematics to solve problems.
    • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
    • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
    • Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.
    • Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
    • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
    • Coordination - Adjusting actions in relation to others' actions.
    • Persuasion - Persuading others to change their minds or behavior.
    • Negotiation - Bringing others together and trying to reconcile differences.
    • Instructing - Teaching others how to do something.
    • Service Orientation - Actively looking for ways to help people.
    • Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
    • Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
    • Systems Evaluation - Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.
    • Time Management - Managing one's own time and the time of others.

    Knowledge

    • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
    • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
    • Mathematics - Knowledge of arithmetic, algebra, geometry, calculus, statistics, and their applications.
    • Therapy and Counseling - Knowledge of principles, methods, and procedures for diagnosis, treatment, and rehabilitation of physical and mental dysfunctions, and for career counseling and guidance.
    • Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
    • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
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