Job Summary: Under the direction of the Customer Service Supervisor and the Director of Patient Accounting, the Financial Representative is responsible for all aspects of Financial Counseling. Job duties include but are not limited to reviewing all scheduled appointments, admissions and registrations to identify any encounters with potential financial concern; meeting with patients and/or their representatives to advise them of their financial obligations related to their visit or past visits according to the hospital collection policy; meeting with patient and/or their representative to collect complete and accurate financial information in the event that additional financial assistance is needed; acting as a resource to the registration/scheduling staff in all areas; and notifying management and other collection staff of any potential problems with the collection of patient account balances.

Demonstrates Competency in the Following General Areas:

• Commits to one hundred percent (100%) patient and customer satisfaction by always exhibiting a courteous and helpful manner during interactions with others, including patients, families, visitors, physicians and co-workers.
• Maintains a general, overall working knowledge of the department’s mission thereby having the ability to provide basic service and support to others, including patients, families, visitors, physicians and co-workers. Recognizes when others are in need of assistance and consistently offers to help when own workload permits.
• Fully knowledgeable of the comprehensive Patient Accounting policies and procedural flow, and able to apply this knowledge to all situations.

Demonstrates Competency in the Following Primary Duties:

• Reviews scheduled and non-scheduled patient registrations/admissions to identify any encounters with potential financial concerns; makes contact with patients identified to advise them of their financial responsibility providing information and explanations to the patient or responsible party regarding the policy and various options for resolving the calculated self pay liability for the service being provided; documents information appropriately on patient’s account.
• Provides support to patient and/or their representative in the completion of the Financial Assistance application to ensure management has necessary documentation to make decision on financial need; logs application information into the Financial Assistance Database ensuring that the information is accurate.
• Works with Centralized Scheduling, physician office staff and admissions personnel to ensure that patients are able to meet their scheduled appointment times while also adhering to the JCMH collection policy and Patient Accounting guidelines.
• Provides appropriate explanations to patients and other appropriate parties, and secures and witnesses all required signatures according to internal policy and regulation as applicable; accurately scans and/or files documents appropriately to ensure documents are stored according to hospital retention policy.
• Initiates electronic and/or telephone inquiries to the appropriate party(ies) including third party payers, employers, and/or claims administrators sharing information as necessary in order to secure, record and electronically enter data which confirms the patient’s eligibility for third party benefits and the detailed level of benefits for the services being provided, as well as any other essential claim submission instructions that might be identified during this inquiry.
• Provides backup support to Customer Service Representatives.
• Keeps Customer Service supervisor and Director of Patient Accounting informed of work activities, needs and problems.

Professional Requirements:

• Wears identification while on duty; meets dress code standards; appearance is neat and clean.
• Reports to work on time and as scheduled, uses time and attendance system correctly and completes work within designated time.
• Attends mandatory meetings; attends and/or reads minutes of other scheduled meetings.
• Respects patient confidentiality and uses discretion in discussion of patient information.
• Participates in continuing educational activities as deemed appropriate by department’s Manager or Director. Completes annual education requirements in a timely manner including but not limited to a minimum of 6 hours per year of job shadowing in the Patient Access and/or Centralized Scheduling areas.
• Follows hospital and departmental requirements for infection control and safety.

Educational/Experience/Regulatory Requirements:

• Ability to organize work, direct and set priorities, and effectively accomplish required duties with minimal or no supervision.
• High school diploma or equivalent required. Advanced degree or active pursuit of advanced degree preferred.
• Must be able to pass pre-employment testing including but not limited to clerical ability and typing test.
• AAHAM or NAHAM certification or active pursuit of certification preferred.
• Two years previous acceptable experience in a healthcare revenue cycle department with an emphasis in Financial Counseling or collections preferred.
• Must be able to communicate (orally and in writing) effectively with patients, doctors and other departments in the institution.
• Previous work history that demonstrates steady attendance and punctuality is required.
• Must be able to meet the public in a direct and professional manner.

Language Skills:

• Must be able to read & communicate effectively in English.
• Must be able to communicate firmly what is required of patients in regards to their financial status.

Physical Demands:

• Work may be stressful with regular patient contact. Must be able to meet, communicate, and work with patients and public directly, orally, and in writing.
• For physical demands of position, including vision, hearing, repetitive motion and environment, see attached description. Near visual & hearing acuity required to perform essential duties of position.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position without compromising client care.

FREQUENTLY USUALLY OCCASIONALLY INFREQUENTLY N/A

(at least 50%) (25 – 49%) (10 – 24%) (10%)

1 Standing/Walking.......................................... X

2 Sitting ............................................................ X

3 Twisting......................................................... X

4 Lifting/Carrying............................................. X

5 Pushing/Pulling.............................................. X

6 Climbing (ascending/descending

ladders/stairs) ................................................ X

7 Bending/Stooping.......................................... X

8 Using arm muscles frequently or for

extended periods............................................ X

9 Using leg muscles frequently or for

extended periods............................................ X

10 Using back muscles frequently or for

extended periods............................................ X

11 Potential for wound care or invasive

procedures..................................................... X

HOW OFTEN ARE THESE WEIGHTS LIFTED OR CARRIED?

FREQUENTLY USUALLY OCCASIONALLY INFREQUENTLY N/A

(at least 50%) (25 – 49%) (10 – 24%) (10%)

2 – 10 Pounds .............................................. X

11 – 20 Pounds ............................................. X

21 – 30 Pounds ............................................. X

31 – 40 Pounds ............................................. X

41 – 50 Pounds ............................................. X

50 Pounds or more ........................................ X

DOES THE JOB REQUIRE?

FREQUENTLY USUALLY OCCASIONALLY INFREQUENTLY N/A

(at least 50%) (25 – 49%) (10 – 24%) (10%)

Working in hot, cold or wet surroundings..... X

Working outdoors......................................... X

Working with or near chemicals ................... X

Working near radiation sources .................... X

Working near fumes...................................... X

Working with hazardous waste materials...... X

Operating vehicles or machinery................... X

Using hand tools or power tools ................... X

Wearing protective clothing and

equipment...................................................... X