FINANCIAL COUNSELOR (Patient Benefits)

Promotes Carilion's culture of service excellence and quality by implementing and accepting accountability of the service standards: provides excellent service to patients/customers; builds strong relationships and team cohesiveness; focuses on quality and positive solutions; communicates respectfully; demonstrates compassion and understanding in response to patient and customer requests/needs. Responsible for the financial stewardship of the assigned department. Assumes ownership as first-level support for the assigned team to answer a wide variety of customer questions, initiate resolution of escalated customer concerns related to the entire spectrum of the revenue cycle and implement appropriate actions to obtain accurate reimbursement. Counsels and assists the patient in making application for appropriate type of financial assistance. Works with patients through collaboration with other departments, by phone or in person maintaining a professional and courteous manner at all times displaying empathy and adhering to Carilion Clinic policies.

• Reviews appointment schedules in advance of appointments to identify patients potentially in need of financial assistance or counsel. Patient contact may be initiated through this position, through the Patient Access or other contact center. Works closely with others to coordinate the best financial care for patients according to Carilion Clinic policies and standards. Contacts patients to meet face to face or by telephone before, after or during patient visits to council and advise. Completes verifications of insurance benefits, assures required authorizations are obtained or coordinates verification of eligibility for other programs based on established screening criteria.
• Researches and collects at point of service on bad debt accounts when/where appropriate. Collects patient-contracted out-of-pocket responsibilities and deposits from patients at the point of service.
• Provides excellent patient relations by giving timely and responsive assistance to the patient on resolution of problems, correction, or completion of insurance billing inquiries, and the combining of unpaid accounts.
• Uses a variety of technology and tools to complete and review assistance applications to assess patients eligibility for available financial assistance programs.
• Completes frequent face to face patient interactions in often challenging clinical environments to gather information and effectively counsel patients on various types of available financial assistance.
• Audits and corrects data entry discrepancies and reports deficiencies to assure compliance to standard data entry guidelines.

Education: High school diploma or equivalent required. Associate Degree or Bachelor Degree preferred. Course work in Medical Terminology, ICD,CPT and HCPCS Code knowledge required at time of hire or complete course within 3 months of hire.
Experience: Minimum of two years medical office and/or hospital registration experience required.
Other Minimum Qualifications: Customer driven. Demonstrates excellent communication and interpersonal skills with all clinical staff, patients and visitors. Demonstrates the ability to communicate in a professional manner during stressful and sensitive situations and possess strong negotiation skills. Computer literate. Able to navigate in web-based and Microsoft office formats. Strong grammar, spelling and punctuation skills required. Effective problem solving skills and ability to interpret and make decision based on established guidelines. Demonstrates a positive demeanor, good verbal and written communication skills, and a professional appearance and approach. Knowledge of medical terminology, office procedures and equipment. Posses the ability to multi task and handle stressful or difficult situations with professionalism.

Recruiter:

Recruiter Email:

For more information, contact the HR Service Center at 1-800-599-2537.

Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday.

For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies

Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That's why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life - at work and when you're away.

When you make your tomorrow with us, we'll enhance your potential to realize the best in yourself.Below are benefits available to you when you join Carilion:

• Comprehensive Medical, Dental, & Vision Benefits
• Employer Funded Pension Plan, vested after five years (Voluntary 403B)
• Paid Time Off (accrued from day one)
• Onsite fitness studios and discounts to our Carilion Wellness centers
• Access to our health and wellness app, Virgin Pulse
• Discounts on childcare
• Continued education and training

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