Financial Counselor

As a Financial Counselor, you will be responsible for:

• Following the financial assistance policies of the Phoebe Physician Group.
• Interviewing patients and/or responsible parties to conduct complete financial assessments.
• Arranging credit plans and obtaining promissory notes for patients without adequate insurance coverage.
• Screening, evaluating, and approving charity care applications according to established guidelines.
• Collecting and verifying all financial documentation needed to determine indigent eligibility status.
• Collecting co‑payments, coinsurance, deductibles, and other required patient liabilities.
• Administering and providing guidance related to COBRA and Medicare guidelines and policies.
• Documenting all financial determinations, payment arrangements, and charity approvals accurately and timely.

Qualifications:

Education:

• High School Diploma or GED (Required)
• 2‑year/Associate Degree in Business or Health Care (Preferred)

Work Experience:

• 4–5 years of customer service experience in a healthcare environment (Required)
• 2–3 years of experience with Medicare, Medicaid, Workers’ Compensation, and Commercial Insurance reimbursement requirements (Required)

Essential Functions:

Financial Assistance & Compliance:

• Secure information related to patient financial status and arrange payment plans for patients without adequate insurance or financial resources.
• Verify insurance coverage (Medicaid, Medicare, CMO, Medicare Managed Care, Peach Care, Commercial Insurance) using eligibility systems and payer websites.
• Perform credit checks and collect co‑pays, deductibles, deposits, and balances due.
• Determine and document amounts eligible for charity write‑off per department guidelines.
• Conduct COBRA inquiries, assist patients with paperwork, and complete follow‑up as needed.
• Successfully complete Certified Patient Account Representative (CPAR) certification within 20 months of hire.

Financial Counselor Customer Service:

• Demonstrate professionalism with calm, compassion, and sensitivity when assisting patients with financial concerns.
• Communicate effectively with individuals of diverse backgrounds and needs.
• Manage conflict and difficult situations tactfully.
• Exhibit consistent excellence in customer service.

Additional Duties:

• Adhere to department and hospital attendance and punctuality guidelines.
• Perform all job responsibilities in alignment with Phoebe’s mission, vision, and core values.
• Complete all job duties according to departmental policies and procedures.
• Maintain up‑to‑date knowledge through ongoing education and self‑development.
• Attend mandatory in‑services, staff meetings, and complete required competencies on time.
• Demonstrate competency in supporting all patient populations based on age, needs, and circumstances.
• Apply age‑specific customer service skills for non‑clinical interactions.
• Wear appropriate protective equipment when required.