Position Summary Under general supervision, counsels and educates patients and guarantors as it relates to healthcare expenses by utilizing estimates, payment arrangements, various programs, and financial assistance to enhance customer satisfaction by eliminating financial concerns and supporting the financial stability of the organization. Position Responsibilities
Unit Specific Position Responsibilities Manages and maintains work queues to ensure accounts are being worked effectively and efficiently. Responds to walk-in and phone inquiries from patients or their representatives regarding payment arrangements, financial assistance, and billing questions in a professional and tactful manner. Contacts patients and guarantors as needed for updated demographics or additional coverage information to keep our records accurate, and explains payment obligations for services rendered or being rendered. Performs patient estimates for expected liability for insured and uninsured patients. Collects payments on guarantor balances and applies payment transactions to appropriate accounts as directed by information provided at time of payment and processes receipts as requested. Balances all receipts for cash, check, and credit card payments daily ensuring timely and accurate reconciliation. Counsels patients who may qualify, or who are interested in, financial assistance. Assists individuals with the application process, obtains copies of the necessary financial information, and processes applications in accordance with financial assistance guidelines and policies. Functions as a resource for uninsured patients and families in completing and filing Medicaid applications, utilizing presumptive or 3-day emergency applications when necessary. Works in conjunction with the DHS staff to ensure appropriate completion of Medicaid applications. Coordinates time to meet with patients/family in areas of the hospital. Provides financial documents to patients upon request and compiles appropriate documentation requested by third party payors. Opens and processes bankruptcy notices, crime victim requests, and other correspondence. Scans or files correspondence records for documentation retention purposes. Investigates and processes claims for probate cases. Works collaboratively with case coordinators, social workers, and other medical center departments and staff as well as collection agencies and outside organizations. Navigates patient accounts within the electronic health record to decipher account information and documents accurately and precisely actions and activities performed on accounts. Assists in establishing and updating policies and procedures for financial assistance and collection activities to maintain quality assurance, optimal processes, and meet regulatory requirements. Assists in establishing and updating policies and procedures for financial assistance and collection activities to maintain quality assurance, optimal processes, and meet regulatory requirements. Reports any observed or suspected deviation from medical center policies or from Medicare, Medicaid, or other insurance regulations immediately to the department Manager, Director, or the medical center’s Compliance Officer. Reports any concerns regarding patient care grievances to the Manager or Director. Independently prioritizes and organizes work to ensure effective and efficient completion. Displays responsiveness and flexibility to adapt to changes in work environment and modify approaches or methods to best fit the situation. Demonstrates effective interpersonal skills to work with others to resolve account issues and ensure a high degree of customer satisfaction. Participates in staffing meetings, staff development, and training. Performs other duties and responsibilities as assigned. Qualifications, Knowledge & Experience Required Qualifications (Including any licensure, certification, education): Two years of higher education and/or two years of comparable work experience in a medical billing office, collections, or patient financial counseling. Equivalent combination of education and experience that would demonstrate the capability to perform the duties of the position. Become a certified application counselor (CAC) through the Marketplace within 6 months of hire, if not already obtained. Complete the Medicaid presumptive eligibility training, within 6 months of hire, if not already obtained. Mandatory Reporter training within 90 days of hire and must maintain throughout employment. Organizational Requirements: Maintain stroke education per regulatory requirements.   Preferred Qualifications: Bachelor’s degree in Financial Counseling and Planning AAHAM Certified Revenue Cycle Specialist   Required Knowledge, Skills & Experience: Internet usage skill Knowledge of Microsoft related programs such as Word, Excel, Outlook, and Teams Excellent customer service skills Detail orientated and exceptional organizational skills Clear and effective oral and written communication skills Ability to multitask while maintaining accuracy in a fast-paced environment Ability to analyze and interpret information to make decisions within scope of job functions with minimal supervision.   Preferred Knowledge, Skills & Experience: Considerable knowledge of credit and collection procedures and methodology. Considerable knowledge of Iowa Code pertaining to bill collection and the Federal Fair Debt Collection Act. System experience – Epic, OnBase, Elavon, Quick Charge