Financial Counselor I

Orlando Health Watson Clinic Lakeland Highlands Hospital is seeking a Financial Counselor I for the Patient Access - Emergency Department Registration. This full-time position is available for day shifts with every other weekend rotation and holidays. The role is located at Lakeland, Florida.

The Financial Counselor assists patients and their families with a host of services to ensure that the process of collecting payments is fully explained and is as comfortable as possible. The responsibilities include:

• Understanding the importance Orlando Health places on providing exemplary customer service and performing job functions in a manner that helps meet the department customer service goals.
• Demonstrating a positive and professional approach and communicating effectively with customers and team members at all times.
• Efficiently and accurately gathering and inputting patient/guarantor demographic and financial information.
• Contacting primary care or admitting physician to obtain authorizations, diagnosis, and procedure detail as necessary.
• Explaining necessary forms and obtaining signatures from patient/guarantor.
• Contacting appropriate payers, verifying benefits and obtaining necessary authorizations.
• Explaining insurance benefits and collecting co-pays, deductibles and self-pay portions due.
• Collecting for related professional care when appropriate.
• Documenting authorization and benefit information in registration system.
• Assembling patient record and obtaining copies of relevant documents including insurance cards, photo identification cards and any advance directives.
• Demonstrating a basic knowledge of third party reimbursement requirements and regulations.
• Exhibiting competency in the use of all registration systems, electronic verification tools and web-based resources.
• Following Patient Financial Services self-pay policies including completion of Guarantor Financial Statement Application, explanation of payment options and collections of monies due.
• Following Patient Financial Services policies related to cash handling.
• Performing basic individual cashiering functions.
• Collecting and inventorying patient valuables following policy guidelines.
• Maintaining basic understanding of the medical necessity screening process and appropriate systems.
• Performing appropriate pre-registration functions including calling physician offices, insurance payers and the patient/guarantor, as necessary.
• Maintaining departmental logs for statistical reporting.
• Consistently meeting Quality Assurance standards set by Patient Access and the department.
• Meeting departmental goals regarding collections, productivity and customer service.
• Maintaining flexibility in work schedule availability that allows department to change/modify work schedule to meet departmental needs.
• Meeting federal, state and hospital requirements related to compliance issues.
• Maintaining reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintaining compliance with all Orlando Health policies and procedures.
• Attending and participating in department staff meetings and attending other meetings as assigned.
• Responsible for reviewing and adhering to all Patient Financial Services and departmental education initiatives.
• Meeting all corporate and Patient Financial Services annual recertification and education requirements.
• Assisting his/her manager in planning and organizing department activities.

Qualifications:

• Education/Training: High School or equivalent. Must complete Patient Financial Services Orientation program and annual educational requirements.
• Experience: Two (2) years' experience in a financial, business office, or customer service environment required.
• Proficient in Windows Microsoft Office-based products (Word, Excel, PowerPoint).
• Typing proficiency.
• One (1) year PC/Windows experience.