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WPH Triage Registration – Orlando Health Winnie Palmer Hospital for Women & Babies**

Orlando Health Winnie Palmer Hospital for Women & Babies is seeking a skilled and compassionate Financial Counselor Lead to support patients and families during some of their most important healthcare moments. In this role, you will guide patients through financial processes, ensure clarity around insurance and payment responsibilities, and serve as a knowledgeable resource for both patients and team members.

This position plays a vital part in delivering exceptional customer service and supporting the financial operations that help our hospital provide world-class care.

Job Title: Financial Counselor Lead

Department: WPH Triage Registration

Location: Orlando Health Winnie Palmer Hospital for Women & Babies

Schedule: Full-Time, Overnight

The Financial Counselor Lead assists patients and families with financial counseling, insurance verification, payment collection, and resolution of billing concerns. This role ensures patients fully understand their financial responsibilities and feel supported throughout the registration and billing process.

You will also serve as a departmental resource, supporting training, process improvements, and cross-functional collaboration across Patient Access areas.

• Provide exemplary customer service aligned with Orlando Health’s standards.

• Communicate professionally with patients, families, insurance payers, and team members.

• Identify and resolve customer service issues; initiate service recovery when needed.

• Accurately gather and input patient/guarantor demographic and financial information.

• Explain required forms and obtain signatures.

• Verify insurance benefits, obtain authorizations, and resolve pending or denied accounts.

• Explain insurance coverage and collect co-pays, deductibles, and self-pay balances.

• Establish payment arrangements and resolve patient billing questions.

• Contact physicians for authorizations, diagnoses, and procedure details.

• Assemble patient records and obtain copies of insurance cards, IDs, and directives.

• Demonstrate thorough knowledge of third-party reimbursement requirements.

• Utilize registration and scheduling systems, electronic verification tools, and web resources.

• Follow self-pay policies, complete financial assistance applications, and screen for aid programs.

• Perform cashiering functions, point-of-service transactions, and manage patient valuables.

• Maintain knowledge of medical necessity screening, ICD10, and CPT coding.

• Perform pre-registration tasks and communicate with physicians, payers, and patients.

• Cross-train and support all Patient Access areas across facilities.

• Serve as a resource for new team member training and process improvement initiatives.

• Act as a system super user and maintain open communication with clinical and administrative teams.

• Maintain departmental logs, work assigned reports, and meet quality assurance standards.

• Meet goals for collections, productivity, and customer service.

• Maintain schedule flexibility to meet departmental needs.

• Adhere to federal, state, and hospital compliance requirements.

• Attend staff meetings and maintain punctual, regular attendance.

• Follow all Orlando Health policies and procedures.

• Participate in departmental, facility, and corporate committees.

• Complete all Patient Financial Services educational requirements.

• Attend external educational opportunities as directed.

• Assist management with planning and organizing departmental activities.

• High School diploma or equivalent required.

• Completion of Corporate and Patient Financial Services annual education requirements.

• None required.

• Minimum 2 years experience in a financial, business office, or customer service environment.

• Proficiency in Microsoft Office (Word, Excel, PowerPoint).

• Typing proficiency.

• Minimum 1 year PC/Windows experience.

At Orlando Health Winnie Palmer Hospital for Women & Babies, you’ll be part of a compassionate, high-performing team dedicated to supporting patients and families with clarity, empathy, and professionalism. Your work ensures patients feel informed and cared for from the moment they arrive.

If you’re ready to grow your career while making a meaningful impact, we’d love to welcome you to our Orlando Health family.