Smilow Cancer Hospital
Patient Financial Access Counselor
Smilow Cancer Hospital, New London, Connecticut, us, 06320
Patient Financial Access Counselor
The Patient Financial Access Counselor is responsible and accountable for coordinating the activities of the patient account from the point of initial contact through account resolution. This position will be the first face‑to‑face point of contact for our inpatients and will provide services at all points of entry. The counselor works closely with patients, families, outside departments and third‑party payers to ensure compliance with individual requirements, expedite timely collection of accounts receivable, and protect the patient and the hospital from unnecessary financial loss.
The role requires knowledge of various third‑party benefits and proficiency in understanding electronic eligibility systems to educate patients about their benefits and attempt to collect balances due. The counselor works independently, addressing the specialized needs of the self‑pay, under‑insured and undocumented resident patient population, initiating financial assistance applications, and navigating patients through the resolution process. The role collaborates with Care Management and Social Work departments, delivers solutions to non‑clinical customer requests, and improves customer satisfaction while protecting the hospital from financial loss. All shifts, including weekends and holidays, are required.
Responsibilities
Coordinate activities of the patient account from initial contact through resolution, ensuring accurate billing and demographic/insurance data. Review prior account history, identify trends, and establish relationships with patients or representatives to address benefits and balances.
Provide financial counseling to self‑pay and under‑insured patients, utilizing state and federal assistance programs, hospital free‑care, sliding‑scale, restricted bed funds, and emergency medical programs for undocumented residents. Identify financial assistance needs, advise patients on available options, and begin the application process pursuant to city, state, and federal regulations.
Promote excellence in customer service and the P‑R‑O‑C concept throughout the organization, coordinating admissions in a service‑excellence manner and protecting the hospital from financial loss. Provide educational information regarding third‑party requirements to patients, families, and staff as needed.
Utilize a variety of software applications, reports, and statistical data, including EPIC, On‑Line Eligibility, One Source, and others to accomplish tasks and support departmental goals. Confirm eligibility and address problems for inpatient admissions and other services, ensuring appropriate actions are taken to resolve issues.
Perform other duties as assigned by supervisor, including participation in ongoing quality improvement efforts and referral of unresolved issues to appropriate personnel or departments.
Qualifications Education High school diploma or GED required. Associate degree or more than 2 years in a customer‑service environment preferred.
Experience Three (3) to four (4) years’ experience in access at YNHH or a related environment, with strong customer service and third‑party insurance background. Must demonstrate a strong working knowledge of all access areas and experience resolving complex patient account issues in a timely fashion.
Licensure Certified Healthcare Access Associate (CHAA) through the National Association of Healthcare Access Management (NAHAM) or Certified Revenue Cycle Specialist (CRCS) through AAHAM required within 18 months of hire.
Special Skills Self‑directed, well organized, exhibits excellent interpersonal and team‑oriented skills, adept at educating and advocating for patients and families, and capable of multitasking and reprioritizing in response to volume fluctuations. Advanced computer skills, proficient in Microsoft Office, Word, and Excel, with ability to adapt to various programs/systems.
Requisition ID: 162971
EEO/AA/Disability/Veteran
#J-18808-Ljbffr
The role requires knowledge of various third‑party benefits and proficiency in understanding electronic eligibility systems to educate patients about their benefits and attempt to collect balances due. The counselor works independently, addressing the specialized needs of the self‑pay, under‑insured and undocumented resident patient population, initiating financial assistance applications, and navigating patients through the resolution process. The role collaborates with Care Management and Social Work departments, delivers solutions to non‑clinical customer requests, and improves customer satisfaction while protecting the hospital from financial loss. All shifts, including weekends and holidays, are required.
Responsibilities
Coordinate activities of the patient account from initial contact through resolution, ensuring accurate billing and demographic/insurance data. Review prior account history, identify trends, and establish relationships with patients or representatives to address benefits and balances.
Provide financial counseling to self‑pay and under‑insured patients, utilizing state and federal assistance programs, hospital free‑care, sliding‑scale, restricted bed funds, and emergency medical programs for undocumented residents. Identify financial assistance needs, advise patients on available options, and begin the application process pursuant to city, state, and federal regulations.
Promote excellence in customer service and the P‑R‑O‑C concept throughout the organization, coordinating admissions in a service‑excellence manner and protecting the hospital from financial loss. Provide educational information regarding third‑party requirements to patients, families, and staff as needed.
Utilize a variety of software applications, reports, and statistical data, including EPIC, On‑Line Eligibility, One Source, and others to accomplish tasks and support departmental goals. Confirm eligibility and address problems for inpatient admissions and other services, ensuring appropriate actions are taken to resolve issues.
Perform other duties as assigned by supervisor, including participation in ongoing quality improvement efforts and referral of unresolved issues to appropriate personnel or departments.
Qualifications Education High school diploma or GED required. Associate degree or more than 2 years in a customer‑service environment preferred.
Experience Three (3) to four (4) years’ experience in access at YNHH or a related environment, with strong customer service and third‑party insurance background. Must demonstrate a strong working knowledge of all access areas and experience resolving complex patient account issues in a timely fashion.
Licensure Certified Healthcare Access Associate (CHAA) through the National Association of Healthcare Access Management (NAHAM) or Certified Revenue Cycle Specialist (CRCS) through AAHAM required within 18 months of hire.
Special Skills Self‑directed, well organized, exhibits excellent interpersonal and team‑oriented skills, adept at educating and advocating for patients and families, and capable of multitasking and reprioritizing in response to volume fluctuations. Advanced computer skills, proficient in Microsoft Office, Word, and Excel, with ability to adapt to various programs/systems.
Requisition ID: 162971
EEO/AA/Disability/Veteran
#J-18808-Ljbffr