Financial Counselor Lead at The Crossroads Center – Cincinnati, Ohio

Job Description: Financial Counselor Lead

Position Title: Financial Counselor Lead

Department: Billing
Reports To: Revenue Cycle Manager
Organization: The Crossroads Center
FLSA Status: Exempt
Employment Type: Full-time

Position Summary

The Financial Counselor at The Crossroads Center is responsible for supporting patient access to mental health and substance use disorder services by providing financial education, verifying insurance coverage, and assisting with Medicaid and other financial assistance programs. This role ensures patients understand their financial responsibilities while helping to reduce barriers to care through accurate eligibility determination, compassionate communication, and compliant documentation.

The Financial Counselor works collaboratively with Admissions, Clinical Teams, Utilization Review, and Billing to ensure services are financially cleared and appropriately supported within the CareLogic and MethaSoft systems.

Essential Duties and Responsibilities

Patient Financial Education & Support

• Explain insurance benefits, copays, deductibles, coinsurance, andoutofpocketresponsibilities to patients and families
• Review The Crossroads Center’s financial policies, self-pay options, and payment plans
• Provide cost estimates when available and appropriate
• Address financial concerns with empathy, professionalism, and sensitivity to mental health needs
• Support continued engagement in services by reducing financial confusion and stress

Insurance Verification & Financial Clearance

• Verify eligibility and coverage for mental health services before intake, admission, or scheduling
• Confirm benefit limits, service coverage, network status, and authorization requirements
• Identify coverage gaps and coordinate resolution before service delivery when possible
• Communicate verification results to Admissions, Utilization Review, and Billing staff

Medicaid & Public Program Assistance

• Assist clients with Medicaid applications, renewals, and redeterminations
• Educate clients on eligibility requirements and responsibilities to maintain coverage
• Track application status and follow up to prevent lapse in benefits
• Support enrollment in state, grant-funded, orprogram specificservices when applicable

Payment Plans & Financial Agreements

• Establish payment plans in accordance with The Crossroads Center’s financial policies
• Collect copayments or required payments at the time of service when applicable
• Serve as a liaison between clients and Billing to resolve account questions
• Focus on proactive intervention to reduce future balances and avoid collections issues

Documentation & System Accuracy

• Document all financial discussions, insurance verifications, and payment arrangements in CareLogic and MethaSoft
• Ensure documentation meets payer, Medicaid, and organizational requirements
• Maintain accurate, timely records to support clean claims and audit readiness

Compliance & Confidentiality

• Maintain strict compliance with HIPAA, Medicaid regulations, and payer requirements
• Protect the confidentiality of client financial and health information
• Adhere to The Crossroads Center policies and procedures related to revenue cycle operations
• Report potential eligibility or compliance concerns to the Revenue Cycle Manager

Collaboration & Communication

• Collaborate with Admissions, Clinical Teams, Utilization Review, Billing, and Finance
• Serve as a consistent financial resource for clients and staff
• Escalate complex financial or eligibility issues appropriately

Reporting & Continuous Improvement

• Identify trends related to uninsured clients, Medicaid eligibility issues, and access barriers
• Participate in process improvement initiatives to strengthen financial clearance workflows
• Provide feedback to leadership to support operational and financial improvement

Required Qualifications

• Associate’s or Bachelor’s degree in Healthcare Administration, Business, or Social Services
• Minimum of one (5)years’ experience in healthcare financial counseling, insurance verification, or revenue cycle operations
• Working knowledge of Medicaid and behavioral health payer requirements
• Strong communication and interpersonal skills
• Ability to explain sensitive financial information clearly and compassionately
• Proficiency in electronic health records, preferably CareLogic
• Experience in behavioral health or community mental health settings
• Experience assisting clients with Medicaid or public assistance programs
• Assisting the Revenue Cycle Manager as needed.

Competencies

• Trauma-informed, patient centeredcommunication
• Attention to detail and accuracy
• Cultural sensitivity and professionalism
• Problem-solving and critical thinking
• Confidentiality and ethical judgment
• Ability to work effectively in a multidisciplinary environment

Working Conditions

• Office and clinical settings
• Frequent interaction with individuals experiencing emotional or psychological distress
• Requires professionalism, patience, and empathy

Equal Employment Opportunity Statement

The Crossroads Center is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.