The Financial Counselor II provides financial guidance and support to patients by reviewing insurance coverage, estimating patient financial responsibility, and assisting with payment arrangements and financial aid applications. In addition to core responsibilities, this role serves as a resource and role model for staff, supports training and onboarding, monitors team performance, and facilitates communication between staff and leadership to ensure operational excellence.
Essential Responsibilities
Responsibilities listed in this section are core to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.
Review EMR and visit in-house patients to collect estimated patient portion amounts.
Obtain and verify patient insurance information and update medical records accordingly.
Provide financial counseling to patients - explaining insurance benefits, payment options, and financial responsibilities.
Assist patients with payment arrangements, charity applications, and Medicaid/state aid applications.
Monitor and maintain patient financial status to ensure accounts are within acceptable limits.
Post Emergency Room and Patient Access deposits into the system.
Enter insurance information into EMR and update system notes.
Provide estimates to patients and physicians as requested.
Coordinate with case management and insurance verification departments for concurrent certification.
Receive and receipt payments in accordance with internal cash control procedures.
Assist patients with obtaining financial resources for prescriptions through pharmaceutical grants and aid programs.
Act as a patient advocate when communicating with insurance carriers or financial institutions.
Review outstanding insurance claims and coordinate follow-up with billing staff.
Prepare medical necessity letters and process related documentation.
Maintain insurance files and stay updated on changes.
Diffuse minor issues and escalate major concerns to senior leadership.
Maintain professional image and deliver excellent customer service.
Attend mandatory training and demonstrate knowledge of safety and compliance protocols.
Handle complex insurance verifications and pre-authorizations.
Maintain effectiveness of patient flow and ensure compliance with safety and regulatory standards.
Educate staff on procedural changes and updates.
Relieve staff during absences and ensure coverage.
Assume charge responsibility in the absence of management.
Precept new employees and acts as a mentor to others.
Ensure compliance with departmental policies and procedures.
Support management with special projects and reporting as needed.
General Responsibilities
Performs other duties as assigned.
Minimum Qualifications
Education Requirements
High School Diploma or GED required.
Experience Requirements
3 or more years of experience in Patient Access, healthcare, or billing required.
License/Certification/Registration Requirements
Certified Revenue Cycle Representative (CRCR) issued by the Healthcare Financial Management Association (HFMA) or Certified Healthcare Financial Professional (CHFP) issued by HFMA required within 180 days of hire.
Knowledge/Skills/Abilities Requirements
Advanced verbal and written communication skills.
Advanced interpersonal skills and ability to handle sensitive situations tactfully.
Advanced ability to work collaboratively across departments.
High level of confidentiality and professionalism.
Proficiency in finance, mathematical computations, and PC applications (Word, Excel, etc.).
Advanced organizational and time management skills.
Detail-oriented with the ability to work under pressure.
Advanced knowledge of HIPAA regulations.
Ability to interpret business and policy documents.
Understanding and sensitivity to patient needs.
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