Financial Advisor

 Coffee Regional Medical Center

Financial Advisor 

 POSITION SUMMARY

•    Responsible for telephone account inquiries from patients. Reviews account information through system work queues, takes appropriate actions to resolve patient inquiries, works with patients and guarantors to secure payments on outstanding account balances, and enters actions into the appropriate system. Also responsible for quality assurance review for any insurance that was not provided at the time of admission. FA will effectively communicate with guarantors regarding payment liabilities and options for meeting those obligations. FA must create a positive customer experience for all patients.

 OVERVIEW

•    The evaluation is to assure individual performance, departmental goals and organizational goals are aligned. It is designed to support communication between the manager and the employee. Employee perception of their own performance is very important. To maximize the benefit of this process, both the manager and the employee participate in the evaluation process.

 QUALIFICATIONS

A.    Knowledge, Skills and Abilities

•    Excellent customer service skills.

•    Reads and understands the English language.

•    Ability to think critically and analytically with little or no supervision

•    Ability to work effectively in situations of high stress and conflict and communicate goals and outcomes.

•    Ability to process information and prioritize

•    Possesses exceptional verbal and written communication skills

•    Possesses independent work habits, is self-reliant and self-directed

•    Ability to learn, adapt, and change as required by the job functions

•    Ability to maintain absolute confidentiality of material and information accessed and reviewed

•    Basic computer literacy

•    Ability to move freely, reach, bend, and complete light lifting

•    Ability to use good body mechanics while performing daily job functions and ability to follow specific OSHA guidelines

•    Ability to maintain attendance to meet standard job practices

B.    Education

•    High School Graduate or G.E.D. required.

•    Preferably C.P.A.R. certified, but not required.

C.    Licensure

•    N/A

D.    Experience

•    One year healthcare collection experience or other collection experience.

E.    Interpersonal skills

F.    Essential technical/motor skills

G.    Essential physical requirements

•    Sedentary: Exert up to 10 lb. of force occasionally and/or a minute amount frequently - greater than 75%

H.    Essential mental requirements

I.    Essential sensory requirements

J.    Other

•    Analytical and organizational skills must be above average.

•    Attention to detail must be excellent.

•    Must have excellent interpersonal communication skills.

K.    Equipment used

 OTHER QUALIFICATIONS

A.    Exposure to hazards (body fluid exposure level)

•    Level III

B.    Age of Patient Populations Served

•    No patient contact

    Meets Expectations – Consistently follows the Standard, meets commitments to the team, makes new team members feel welcome and follows the chain-of-command. Meets the Time and Attendance requirement.

    Excels – Always demonstrates appreciation to fellow employees through actions and words, offers help without being asked by anticipating co-worker's needs and goes above to make new team members feel welcome. Has an excellent Time and Attendance record.

 JOB SPECIFIC DUTIES AND PERFORMANCE STANDARDS

•    Below are those tasks, duties, and responsibilities that comprise the means of accomplishing the position’s purpose and objectives. These are critical or fundamental to the performance of the position. They are the major functions for which the person in the position is held accountable. Following are the essential functions of the position, along with the corresponding performance standards.

o    Major Task, Duties, and Responsibilities

    Responsible for collection of all monies due for services from guarantors, patients, and third party payers.

    Reviews all debtor demographics for useful collection purposes from all available sources (Ex. in-house computer systems and outside sources.

    Sends collection notices to debtor if no telephone number is available in accordance with departmental policies and procedures.

    Sends proper collection notices and billing statements to debtor in accordance with departmental policies and procedures and financial policy.

    Makes telephone contacts on accounts in collector workload.

    All systems work queues (Paragon, CRS, HPF) are worked in an accurate and timely manner.

    Ensures debtors are billed correctly, by making sure invoice line is combined correctly in Paragon system.

    Establishes and monitors accounts on payment arrangements.

    Researches, identifies, and rectifies any special circumstances affecting delayed payment on accounts from patients and third party payers.

    Answers all patient inquires on accounts in a timely manner and courteous manner.

    Explores all possibilities for obtaining correct information to locate responsible debtors.

    Obtains medically needy applications for charity, catastrophic and indigent write-offs.

    Obtains additional third party information from debtors, files and follows up with third party payers to ensure correct and timely payment.

    Keeps up to date with statues and regulations that could affect the collection of receivables (i.e. Insurance, Medicare, and Medicaid billing changes, collections regulations, etc.)

    Follows up with attorneys in regards to litigation accounts

    Identifies uncollectible accounts in collector workload for early liquidation to transfer to our legal department or outside collection agency.

    Reviews and processes all correspondence (mail) concerning accounts in their workload in a timely manner.

    Assists all departmental personnel with daily inquiries as needed.

    Enters all patient complaints received by phone or mail into Quantros system for Customer Service/Public Relations Coordinator to follow-up. Also, documents ticket number from Quantros in Paragon system for further follow-up.

    Enters all patient audit requests received by phone or mail into Quantros system for Quality Management department to follow-up. Also, documents ticket number from Quantros in Paragon system for further follow-up.

    Implements and complies with the financial policy guidelines for payment arrangements.

    Initiates refund requests in accordance within departmental procedures.

    Requests and uses reports to work assigned accounts to ensure recovery on aged accounts in a timely manner.

    Understands UB, CPT, and ICD diagnosis codes as the codes relate to billing/claim filing.

    Documents payor correspondence, actions taken and inquiries on accounts in notes for tracking/audit purposes.

     

o    Ability to produce workable ideas and techniques, willingness to attempt new approaches and perform job duties independently.

    Performs duties in an independent manner with minimal direct supervision.

    Can solve day to day problems within scope of practice and make decisions in a timely manner.

    Offers workable ideas, concepts and techniques to improve productivity.

    Willing to attempt new job duties, tasks, etc.

    Maintains regulatory requirements including all state, federal and Joint Commission regulations related to Patient Financial Services and, as appropriate, to the facility.

    Performs any other task as requested by Supervisor or Management in a willing and positive manner.

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