Patient Financial Counselor-Division Support

• Advocates for patient customer service escalations.
• Audits bills for accuracy.
• Works work queue edits for front-end inaccuracies to increase collections and decrease write-offs. Works closely with RSO and division leadership to improve collections.
• Reviews delinquent accounts to ascertain previous collection action taken, status and extent of insurance coverage and potential collectibles.
• Assists with medical necessity documentation required to get claim(s) paid.
• Makes outbound calls to patients to assist in third party collections and establish payment options when insurance has been exhausted.
• MyChart communication, as well as phone calls and letters, will be an essential function of this position with many outbound calls to ensure collections from insurance carriers as well as patients.
• Assists patients in Access One financing, payment plans, financial assistance and all financial options through the organization.
• Manages Medicaid Pending work queue and assists with financial options for patient to get claims billed/paid.
• Reviews and analyzes rejections that may become patient responsibilities; this will include managing the workflow and rejection reports/WQs for the division.
• Properly documents in Epic and communicates with billing team effectively.
• Assists with Coordination of Benefits (COB) denials and works with patient/insurance for resolution to completion.
• Assists in training and educating front desk staff on correct workflows.
• Assists provider with correct workflow if a claim needs to be corrected (Reposts workflow).
• As a member of the Reception Leadership team and the Collections Committee, you may be required to do presentations and answer questions from the divisions.
• Travels between other offices and the central office to train, assist and attend necessary meetings and trainings.
• Performs other duties, as necessary.

• Must be able to work effectively as a member of the Revenue Site Operations team.
• Assumes responsibility for performance of job duties in the safest possible manner, to assure personal safety and that of coworkers, and to report all preventable hazards and unsafe practices immediately to management.
• Successfully completes all relevant organizational training and adheres to Trinity Health Medical Group standard of care as outlined in the Trinity Health Code of Conduct.
• Maintains knowledge of and complies with Trinity Health Medical Group standards, policies and procedures.
• Maintains general knowledge of Trinity Health Medical Group office services and in the use of all relevant office equipment, computer and manual systems.
• Maintains strict confidentiality in compliance with Trinity Health Medical Group and HIPAA guidelines.
• Serves as a role model by demonstrating exceptional ability and willingness to take on new and additional responsibilities. Embraces new ideas and respects cultural differences.
• Uses resources efficiently.
• If applicable, responsible for ongoing professional development – maintains appropriate licensure/certification and continuing education credentials, participates in available learning opportunities.

• Sufficient knowledge of medical terminology to perform responsibilities.
• Understanding of basic billing and coding. Ability to read an explanation of benefits.
• A willingness to research claim denials and explore all options for COB.
• Proficient in operating a standard desktop and Windows-based computer system, including but not limited to, Microsoft Word, Excel, electronic medical records (EPIC), intranet and computer navigation. Ability to use other software as required while performing the essential functions of the job.
• Excellent communication skills in both written and verbal forms, including proper phone etiquette.
• Ability to speak before groups of people, either in-person or virtually.
• Ability to work collaboratively in a team-oriented environment; displays courteous and friendly demeanor.
• Displays a friendly manner and a willingness to advocate and assist the patient with their financial options.
• Ability to work effectively with various levels of organizational members and diverse populations including IHA staff, providers, patients, family members, insurance carriers, and vendors.
• Ability to cross-train in other areas of practice in order to achieve smooth flow of all operations.
• Good organizational, time management and project management skills to effectively juggle multiple priorities and time constraints.
• Strong analytical and critical thinking ability along with superior problem-solving ability. Ability to exercise sound judgement.
• Ability to handle patient and organizational information in a confidential manner.
• Ability to attend all reception leadership meetings.
• Ability to travel to all IHA offices as needed.
• Successful completion of IHA competency-based program within introductory and training period.

• Physical activity that often requires extensive time working on a computer.
• Physical activity that sometimes requires walking, standing, bending, stooping, reaching, and/or twisting.
• Physical activity that sometimes requires lifting, pushing and/or pulling under 30 lbs.
• Specific vision abilities required include close vision, depth perception, peripheral vision and the ability to adjust and focus.
• Manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other office equipment.
• Specific vision abilities required include close vision, depth perception, color vision, peripheral vision and the ability to adjust and focus.
• Must hear and speak well enough to conduct business over the telephone or face to face for long periods of time in English.

IHA Health Services Corp