The Financial Counselor is responsible for providing patients with a positive financial experience by helping patients navigate and understand insurance benefits and potential financial liability. Financial Counselors are the patient’s point of contact for financial assistance questions. The Financial Counselor collects payments, sets up payment arrangements as appropriate, advises patients in person and over the phone on their insurance benefits and coverage. Independent judgment and decision making is required to address the full range of tasks and responsibilities. The position requires the ability to plan, schedule and organize numerous tasks that directly impacts hospital and physician reimbursement. Core Responsibilities - Serve as the point of contact for all financial assistance related questions.
- Communicate with patients to identify and understand financial, social, and medical histories and other relevant patient information.
- Gather all relevant information required to process financial assistance requests; Document all communication and follow up in the client’s system.
- Initiate financial screening process as appropriate to evaluate eligibility for assistance programs. Assist the patient in completing financial assistance application and advise patients on the supporting financial documentation needed for the process.
- Counsel patients on out-of-pocket liabilities. Help explain deductibles, coinsurance, copays, and any other outstanding balances following established collection procedures; Inform patients on payment plan options.
- •Communicate financial coverage status and applicable financial decisions with all appropriate parties: patient, family, referring clinicians, and client clinicians.
- Understand operational functions of the cashiering team and offer assistance and backup as needed.
Customer Service Standards - Support co-workers and engage in positive interactions.
- Communicate professionally and timely with internal and external customers
- Demonstrate friendliness by smiling and making eye contact when greeting all customers.
- Provide helpful assistance in anticipating and responding to the needs of our customers.
- Collaborate with customers in planning and decision making to result in optimal solutions.
- Ability to stay calm under pressure and deal effectively with difficult situations.
Job Requirements - Must be on-site in hospital setting each day. Location is in Humboldt Park neighborhood.
- Fluent speaking, reading, and writing in English and Spanish.
- Ability to work on-site in a hospital environment.
- Ability to work in a busy, loud, and demanding environment.
- Must independently recognize and evaluate situations for the level of urgency.
- Experience in providing a high level of customer service.
- Strong emotional intelligence and empathy.
- Excellent written and oral communication skills.
- Maintains effective and cooperative working relationships with co-workers, leaders, clinical staff and the public.
- Must be detail oriented and accurate.
- Ability to multi-task and prioritize tasks.
- Displays an aptitude and willingness to learn new responsibilities.
- Willingly accepts feedback.
- Flexible and innovative.
- Ability to problem-solve and work independently.
- Displays a professional appearance.
- Dependable and reliable in achieving goals.
- Experience operating office machines such as personal computers, fax machines, photocopier, and document scanners.
- Familiarity with medical terminology and abbreviations.
- Proven ability to maintain confidentiality of sensitive information
Work Environment: This job operates in a healthcare facility- located in Humboldt Park neighborhood of Chicago, IL. Must be on-site. Job Type: Full-Time
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