Financial Counselor - Patient Registration ED - Days

Under minimal supervision of the Dir Patient Accounts, the Financial Counselor is responsible for supporting medically stable Emergency Department patients by completing financial screening, insurance verification, registration, scheduling, and point-of-service collections. This role ensures compliance with Medicare requirements, EMTALA, CMS, TJC, and HIPAA regulations while accurately obtaining and validating demographic, clinical, and financial information. The Financial Counselor provides concierge-level service to patients, families, and visitors, assists with eligibility and enrollment for financial assistance programs such as HCHCP, and collaborates with multidisciplinary teams to facilitate access to care and financial resources. All duties are performed in accordance with the mission, vision, and values of Tampa General Hospital.

Essential Functions:

• Obtains, verifies, and documents complete demographic, insurance, and financial information for Emergency Department patients prior to discharge or follow-up care.
• Performs insurance verification, benefit validation, and patient financial responsibility calculations in compliance with Medicare and third-party payer requirements.
• Conducts financial screening for HCHCP and other assistance programs, completes and submits applications, and educates patients on available options.
• Calculates and communicates self-pay pricing and collects patient financial responsibility in accordance with hospital policies.
• Schedules follow-up physician appointments and add-on services, ensuring accuracy and compliance with TGH policies and procedures.
• Provides concierge-level assistance to patients, family members, and visitors, including wayfinding, registration support, and service recovery.
• Ensures compliance with EMTALA, CMS, TJC, and HIPAA regulations when validating hospital accounts and interacting with patients.
• Collaborates with nurses, physicians, ancillary departments, insurance carriers, care management, HIM, and external partners to coordinate care and financial support services.
• Maintains accurate account notes, completes work queue follow-up, and resolves patient or staff issues under guidance of leadership.
• Participates in performance improvement initiatives, required training, and continuing education while promoting teamwork, professionalism, and accountability.

Education Qualifications:

• High School Diploma or GED

Experience Qualifications:

• Three (3) years’ experience in Registration, Scheduling, and/or Collections and Billing.

Skills and Abilities:

• Working knowledge of registration, scheduling, insurance verification, billing, collections, and patient financial responsibility processes within a hospital setting.
• Demonstrated understanding of EMTALA, CMS, TJC, HIPAA, Medicare, Medicaid, HCHCP, and third-party payer requirements as they relate to patient access and financial counseling.
• Ability to screen patients for financial assistance programs, calculate self-pay pricing, complete HCHCP applications, and explain financial options clearly and compassionately.
• Strong ability to communicate professionally and empathetically with patients, families, visitors, and staff, both in person and over the phone.
• Expert ability to manage competing priorities, adapt to changing workflows, complete tasks accurately and on time, and maintain detailed account documentation.
• Proficiency in electronic health record systems, scheduling and registration platforms, insurance verification tools, and work queues to ensure accurate data entry and follow-up.