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Financial Counselor - Patient Accounts Service Center DEPARTMENT: Patient Accounts Service Center FLSA STATUS: Non-exempt

REPORTING RELATIONSHIP: Director, Patient Accounts Service Center

Job Summary: The Financial Counselor partners with patients across hospital campuses and outpatient clinic settings to assess financial eligibility, secure reimbursement sources, and facilitate resolution of patient financial obligations. This role conducts financial screenings, assists patients with insurance and financial assistance enrollment, and supports revenue cycle operations through accurate documentation, patient education, and timely application processing. Patient communication is conducted both in person and via phone.

Essential Functions:

• Conducts comprehensive financial interviews with patients in person and by telephone to assess eligibility for insurance coverage, Medicaid, charity care, and other financial assistance programs.
• Educates patients regarding insurance benefits, estimated out-of-pocket expenses, payment plan options, and available financial assistance programs.
• Interviews inpatients at bedside or by phone to assess financial eligibility, and initiates application processes when appropriate.
• Contacts discharged patients by phone to evaluate eligibility for financial assistance programs and facilitate completion of required applications.
• Collect and review required documentation from patients to ensure completeness and accuracy of applications.
• Identifies patient needs and connects them with appropriate community agencies and support resources.
• Maintain current working knowledge of Medicaid, Medicare, CHIP, ACA marketplace plans, charity care and financial assistance programs, and applicable state and federal eligibility guidelines.
• Mails required forms to post-discharge patients with clear instructions for timely return.
• Engages field services when necessary to gather patient information.
• Conducts patient relations activities in a professional and compassionate manner.
• Submits completed applications and documentation to relevant agencies and governmental entities.

Workflow and Account Management

• Receive and review referrals from all relevant internal and external sources to determine eligibility for financial counseling intervention.
• Performs daily review of incoming referrals to ensure timely patient outreach and eligibility assessment.
• Maintains accurate, timely documentation of all patient interactions in the Electronic Medical Record (EMR).
• Escalates accounts with 30 days of activity to Eligibility/Enrollment vendor for continued follow-up.
• Ensure compliance with departmental productivity standards, quality benchmarks, and regulatory requirements.

Communication and Collaboration

• Serve as a liaison between patients, healthcare providers, revenue cycle staff, and leadership to facilitate account resolution.
• Engages physicians and other healthcare providers as needed to support eligibility determinations.
• Employs effective communication strategies to address and resolve patient concerns, enabling complete and accurate application submission.
• Responds promptly and professionally to questions and concerns from patients, physicians, and team members.
• Facilitates smooth account transitions among team members to foster positive, consistent patient relationships.
• Participates in team meetings, training sessions, and process improvement initiatives.
• Performs additional duties as assigned to support departmental and organizational goals.

Minimum Qualifications: High School diploma or equivalent required. Proficiency in Microsoft Office Suite required. Demonstrated experience in customer service or client relations, preferably in an office or hospital environment.

Knowledge, Skills & Abilities: Associate degree in Healthcare Administration, Business, or a related field preferred. Minimum of two (2) years of experience in hospital revenue cycle operations, financial counseling, or government benefit programs preferred. Experience with Medicaid eligibility, insurance verification, and EMR platforms strongly preferred. Applies consistent logic, sound reasoning, and objectivity when making decisions. Avoids both indecisiveness and impulsiveness. Generate practical, realistic solutions to complex problems. Approaches risk thoughtfully, with informed analysis. Neither avoids necessary risk nor acts without sufficient information. Pursues calculated decisions with generally positive outcomes. Recognizes personal strengths and areas for growth. Communicates effectively in one-on-one settings; keeps stakeholders appropriately informed. Actively seeks and incorporates feedback. Produces clear, well-organized written communication using appropriate grammar and vocabulary. Develops innovative approaches to challenges and continuously improves established practices. Demonstrates creativity and original thinking when addressing problems. Consistently demonstrates sound ethical judgment, even in complex or ambiguous situations. Takes accountability without cutting corners. Maintains the courage to act rightly regardless of personal consequence. Prioritizes organizational mission over self-interest. Identifies and pursues solutions to obstacles with determination. Achieves results even under resource constraints. Takes initiative rather than waiting for direction. Results-oriented, independent thinker; maintains principled positions and avoids being easily swayed. Demonstrates the capacity to read, analyze, and interpret professional literature, technical procedures, and governmental regulations with accuracy and efficiency. Able to engage effectively with diverse patient and staff populations. Demonstrates cultural humility and sensitivity to cultural and spiritual factors influencing patient care. Proven ability to independently manage time, prioritize tasks, and meet deadlines with minimal supervision. Knowledgeable in state and federal programs providing medical care and financial support. Familiar with the continuum of care, utilization management processes, and available community resources.

Working Conditions: Work is generally performed in an office environment with standard office equipment. This position may involve interaction with patients experiencing emotional distress, financial hardship, or medical crises. Employees may encounter sensitive or potentially traumatic situations that require professionalism, discretion, and empathy. These situations may include, but are not limited to, exposure to psychiatric patients, critically injured individuals, or deceased patients.

Physical Requirements: Constantly requires visual acuity, manual dexterity (handling, grasping, and feeling), and the ability to communicate effectively (talking and hearing). Frequently requires standing, sitting, and walking. Occasionally requires reaching, pushing/pulling, bending/twisting, and stooping, kneeling, or crouching. May also occasionally require the ability to taste or smell, and to lift and carry items ranging from 1 to 50+ pounds.

Marshall, 200 N. Madison, Marshall, MI 49068