Financial Counseling Representative

Role Overview

• Conduct thorough financial assistance screenings using the HEART application and other approved tools to determine eligibility for hospital charity programs and external financial resources
• Assist insured patients experiencing financial hardship by evaluating eligibility for deductible, copay, and coinsurance support programs
• Manage assigned financial assistance work queues efficiently, ensuring timely and accurate completion and follow-up
• Investigate and resolve insurance discrepancies, coverage conflicts, and registration-related issues to prevent downstream denials and billing delays
• Communicate clearly, empathetically, and professionally with patients and families regarding financial obligations and available support pathways while maintaining confidentiality
• Collaborate with Benefits Assistance, Registration, Revenue Cycle teams, and external agencies to streamline financial clearance and enhance the overall patient financial experience
• Monitor cases and documentation to ensure compliance with federal and state regulations, payer policies, hospital charity care standards, and HIPAA requirements
• Identify trends in financial hardship and escalate complex cases or operational barriers to leadership for timely resolution and process improvement
• Maintain accurate documentation within the electronic health record and related systems to support reporting, audit readiness, and program transparency
• Contribute to a culture of patient advocacy by proactively assisting families through stressful financial situations and promoting equitable access to care

Requirements

• 3 years of experience in healthcare financial counseling, insurance verification, patient access or customer service
• Epic EMR experience
• High School Diploma/GED
• Associate's Degree in Business, Healthcare Administration or related field preferred
• Billing experience helpful

Benefits

• Medical coverage on first day
• 403(b) and Roth 403(b) Retirement Saving Plan with matching contributions of up to 6% after one year of service
• Paid time off
• Life insurance
• Short term and long-term disability
• Flexible Spending Account (FSA) plans
• Health Savings Account (HSA) if a High Deductible Health Plan (HDHP) is elected
• Tuition reimbursement
• Home & auto insurance
• Hospitalization
• Critical illness insurance
• Pet insurance
• Coverage available to employees and their qualified dependents