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The Financial Counselor II ensures accurate processing of patient accounts, including insurance verification, financial counseling, and payment arrangements. This role serves as a resource for complex or escalated financial inquiries and works closely with patients, clinical staff, and Care Management to promote financial transparency and timely resolution of patient accounts. The Financial Counselor II may assist with procedure deferrals and handles incoming patient calls and walk-ins.
Essential Functions
- Reviews daily admissions and missed opportunity reports to ensure payment sources are identified and financial counseling is provided.
- Establishes patient payment arrangements in accordance with departmental guidelines.
- Completes financial assistance applications accurately and guides patients through the process.
- Processes adjustment requests and monitors for accuracy of updates to patient accounts.
- Documents all account-related activities and communications in the appropriate system using standardized comment types.
- Responds to patient questions regarding account and insurance information and ensures timely return of calls.
- Monitors assigned accounts to ensure adherence to payment programs and follows up on non-compliance.
- Establishes and maintains communication with patients prior to visits, during hospitalization, and post-discharge to ensure account resolution and point-of-service collections.
- Collaborates with peers, department staff, and leaders to support positive patient experiences and address concerns.
- Investigates and resolves patient issues, escalating to leadership or researching additional information as needed.
- Performs other duties as assigned.
- Maintains regular and reliable attendance.
- Complies with all policies and standards.
- 2-4 years of experience in hospital registration, billing, or financial counseling required
- Experience in handling patient accounts and payment arrangements preferred
- Strong working knowledge of insurance verification, billing processes, and financial assistance programs.
- Excellent communication and interpersonal skills.
- Ability to handle sensitive information and maintain confidentiality.
- Proficiency with patient accounting systems and Microsoft Office applications.
- Strong problem-solving skills and ability to work independently.
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