Financial Advocate (Finance)

Under the immediate supervision of the Director of Patient Business Services, is responsible for assisting uninsured patients and their families in meeting financial obligations for care. Responsible for determining potential sources of funding, including but not limited to Medicaid, Medicare SSI, and all other Federal, State, hospital-based, grants and local programs, auto, and other third party liability payers.

Financial Assistance Counseling:

• Identifies hospital, public and/or private financial assistance programs for patients unable to meet their financial obligations
• Works with social service agencies, clinical staff, physician practices, and/or other agencies to assist patients/families in completing assistance program applications for determining eligibility and coverage
• Reviews and processes all Financial Assistance applications with notification to patient 4
• Demonstrates sensitivity and compassion to all individuals seeking assistance regardless of disability, age, gender, culture, race, ethnic background, religion, sexual orientation, or financial standing, and can effectively communicate with individuals of diverse backgrounds. Refers individuals to other assistance resources as needed in order to best meet their needs

Liaison for patient issues with other departments:

• To serve as the patient service call center for incoming patient telephone calls, taking ownership of all calls and patient inquiries and resolving them in a timely manner. To act as liaison to patients and staff as needed
• Review daily tasks from outsourcing company and take action as appropriate to ensure timely resolution of patient issues
• Ability to research EOB's, patient accounts, print statements, or prepare ad-hoc documentation to assist patients in balance collection challenges as needed
• Assist with coordination between patient, billing staff, physician practice staff, and registration staff as needed internally, guarantor or payers externally. Work with other departments in identifying patients eligible for Financial Assistance and other programs to assist the patient

Assisting patients with their financial responsibilities:

• Ability to assist patients with a superior level of customer service with incoming inquiries regarding account balance origination, payment plans and resolution
• Obtains payment in full or secures adequate payment arrangements/eligibility and benefit information for both inpatient and outpatient accounts
• Advises patients and/or family members of their financial obligation via all modes of communication, including face to face while in the facility
• In conjunction with Path, advises patients on expenses associated with admissions, discusses third-party coverage with patient and arranges disposition of out of pocket balances due
• Informs in-patients of financial obligations, preferably prior to discharge

Other Duties:

• Creation and monitoring of patient Payment Plans in compliance with pre-defined parameters outlined in Huggins Hospital patient financial policies
• Responsible for receiving and processing all over-the-counter and telephone payments made in the Financial Assistance office on a daily basis. Balances cash box daily
• Notation of all patient communication both verbal and written as it pertains to account inquiries in both Greenway and CPSI
• Coordination, enrollment, and preparation of billing for the BCCP program
• Ability to initiate and follow through with patient refund requests and adjustment requests based on Huggins Hospital policy

Organizational Expectations:

• Attendance: Attendance is an essential job function; employee comes to work daily, on time, and completes scheduled shift

• HIPAA: facilitates to maintain patient confidentiality

• Internal communication: contributes to positive team performance and a culture of service excellence through effective communication, active listening, and respect

• Interpersonal relationships: maintains appropriate interpersonal relationships with staff, patients, and visitors at all times. Works as a team member with other departments.

• Safety: Practices workplace safety daily

Employee Engagement:

• Actively participates in all hospital Service Excellence initiatives and trainings

• Attends and participates in a minimum of 50% department staff meetings and signs off on review of 100% department staff meeting minutes

• Completes all required annual education on or before the due date

Knowledge Skills and Abilities: Individuals must possess these knowledge, skills, and abilities or be able to explain and demonstrate that they can perform the primary functions of the job, with or without a reasonable accommodation, using some combination of skills and abilities and possess the necessary physical requirements, with or without a reasonable accommodation, to safely perform the essential functions of the job.

• Minimal physical effort required with occasional light lifting to a maximum of 25 pounds; stooping; and pick, pinch, type, or otherwise work primarily with fingers

• Ability to effectively manage considerable mental stress

• Ability to express or exchange ideas by means of the spoken word

• Ability to receive detailed information through oral communication

• Ability to communicate effectively with co-workers and convey information in a clear, concise and accurate manner

• Familiarity with computer and other business machines

Qualifications:
Experience: Five years healthcare experience, two or more years in a customer service role in a healthcare setting preferred.