Patient Financial Counselor

Job Summary: Under the general guidance of the Patient Financial Services Manager, the PFS Financial Counselor is responsible for the oversight of identifying and managing patients and families through the financial complexities of coverage for the services they will receive at the Retreat. The PFS FC identifies all patients who will be accessing services at the Retreat who may need assistance and support. The PFS FC identifies all pre-admissions, admissions, and ambulatory encounters with potential financial concerns. The FC coordinates with Patient Access Services Representatives, UM Leadership, PFS Leadership, and various other Retreat personnel to coordinate financial services and care funding resources.

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

1. Minimum three (3) years previous financial counseling or admission/registration experience in a large, complex

psychiatric, acute care, or physician group healthcare setting

2. Demonstrated knowledge of government funding programs, private insurance funding, financial assistance polices

and procedures.

3. Proficient with MS Office: Outlook, Word, and Excel. Computer skills/ability to work between multiple systems

accurately and efficiently.

4. Strong demonstration of customer service excellence skills.

5. Knowledge and articulation of hospital and government patient forms as required by TJC, Vermont Medicaid, CMS,

etc.

6. Demonstrated prior cash handling experience.

7. Strong problem solving ability by using good judgment and applying these skills to assist customers and ensure

customer expectations are met.

8. Ability to work in an interactive and collaborative environment, possess excellent customer service skills. Self-starter

who is accountable and requires minimal direction and supervision.

9. Ability to interact effectively with the public, including patients, visitors, clinical and support staff. Must possess

excellent customer service skills.

10. Excellent communication skills with the ability to communicate clearly both verbally and in writing and be able to

articulate complex ideas for all levels of audiences.

11. Solid organizational skills with independent ability to set priorities, meet deadlines, and manage conflicting demands

with limited supervision.

12. Possess the personal characteristics of professionalism, credibility, commitment to high standards, innovation,

discriminating judgment and accountability.

13. Ability to maintain strict confidentiality and discretion.

14. Must be able to work various hours, days, shifts, on-call and various locations based on the 24-hour Retreat's business

needs

QUALIFICATIONS:

1. Associate Degree or above in a related health care field is preferred. High School diploma or equivalent (GED) is

required. Strong and relevant customer service backgrounds will also be considered.

2. A minimum of three (3) years previous financial counseling, or admission/registration experience in a large, complex

psychiatric, acute care, or multi-physician group healthcare setting preferred.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Core Leadership Standards & Competencies

The Patient Financial Services Financial Counselor (PFS FC) promotes the mission, vision, and values of the organization through excellence in customer service through expertise in healthcare financial counseling and greets all patients and families with a positive, cheerful attitude.

The PFS FC identifies all pre-admission, admission, and ambulatory encounters with potential financial concerns or problems and initiates processes for financial screening necessary to assist patients to access Brattleboro Retreat Services utilizing excellence in customer service

The PFS FC works in collaboration with PAS Representatives performing scheduling and admissions duties to identify patients who are seeking financial assistance.

The PFS FC utilizes charge estimators, patient financial history, and cash collection policies and procedures to determine the patient responsibility and effectively communicate this to patients and families utilizing excellence in customer service for those patients with coverage who have deductibles and co-payment amounts.

The PFS FC has responsibility to review daily the IP, A&R, and Ambulatory admissions that are private pay or a portion that is private pay.

Responsible for financially clearing patients in person before admissions, at the bedside, and on the phone and obtain cash payment or determine eligibility for various government programs.

The PFS FC will conduct interviews with patients, guardians, and/or family members utilizing established policy and procedures.

Responsible for recording and maintaining complete documentation of activities performed on each visit/episode/encounter within the Meditech HCIS system.

The PFS FC notifies Utilization Management, Patient Access Services, Social Services of case screening determinations and outcomes via verbal and written communications.

The PFS FC demonstrates an ability to use good judgement and sound decision making skills for maintaining confidentiality and solving problems and answering patient and family questions.

The PFS FC calculates and collects cash payments appropriately for all assigned patients based on policy and procedure and advises self-pay patients of their medical care options available for current and future care.

The PFS FC provides assistance for patients who can apply and qualify for Vermont State Medicaid, assists with applications, and continually follows up until determination is made and compassionately assists patients with this process and final determination.

The PFS FC will calculate and communicate with patients/families to set up payment arrangements/monthly installment plans to pay off balances within the guidelines and financial assistance policies of the Retreat.

The PFS FC will communicate and collaborate with various payers and government entities on behalf of patients/families when necessary while assisting with potential coverage through various programs.