Financial Counselor Ambassador

Job Description

At NorthBay Health the Financial Counselor Ambassador is responsible for utilizing information gathered during the registration process, patient interviews and consultation with other departments, the financial counselor is responsible for establishing a payor source for uninsured and underinsured patients receiving ambulatory surgery, emergency and inpatient services to ensure maximum reimbursement to the hospital and physicians in a timely manner.

The Financial Counselor guides uninsured and underinsured patients through the application process for government programs, charity care or other insurance types the patient is eligible for and establishes tailored payment arrangements with the patient when appropriate. Conducts educational conversations with patients explaining the details of their coverage eligibility and benefits, including but not limited to information on program, eligibility, coordination of benefits, the status of applications, estimated financial obligations and outstanding balances from previous visits. Maintains and promotes an attitude of professionalism and empathy as reflected by courteous actions, maintenance of confidentiality and appropriate presentation of self and consistently demonstrate excellent oral and written communication skills. Assists the QA/Training Coordinator and the Exceptional Experience Coaches with training and department quality improvement projects. Consistently meets or exceeds department expectations for productivity, financial stewardship and patient satisfaction metrics.

Department Purpose Statement:

Our purpose is to create a positively memorable and inspiring "Wow" experience for each and every customer we serve, each and every time we have the opportunity to serve them. We distinguish ourselves by our ability to listen and empathize with others and by the extraordinary efforts we make to deliver uncompromising levels of service. We are here to guide our customers, both patients and their families, through a seamless healthcare experience that provides tailored assistance and education that is responsive to their individual needs and expectations. Our goal is to continue to value and delight our patients with experiences that nurture powerful customer relationships that will last a lifetime. We are willing to take accountability for every aspect of our patients' experience and continuously strive through every interaction we engage in to prove ourselves as stewards of the NorthBay way.

Qualifications

1. Education/Training: High School Graduate or GED preferred. Associate Degree preferred.
2. Licensure/Certification: Patient Access and/or Revenue Cycle relevant certification from a nationally recognized healthcare credentialing organization required within 12 months of assuming position.
3. Experience:
   1. Five or more years of customer engagement experience in financial counseling, eligibility screening and/or collections roles required.
   2. Superior oral and written communication skills with and ability to effectively articulately thoughts into a useful and meaningful discussion.
   3. Expertise is preferred in the application of knowledge in the areas listed below:
4. Differentiation of the unique characteristics of the following insurance types: Medi-Cal, Medicare, Managed Care, Indemnity and Workers Compensation including eligibility requirements and benefit coordination.
5. Impact of completeness and accuracy that the registration/admission process has on successful claims processing and receipt of payment
6. Impact of completeness and accuracy that the registration process has on the delivery of patient care
7. Standards of Performance: Demonstrate performance by adhering to established policies and procedures and exhibiting the defined characteristics associated with attendance and punctuality.
8. Physical Effort: Attendance is an essential function of the job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
9. Interpersonal Skills: Demonstrates the NorthBay Way.The NorthBay Way is a set of value-based behaviors that are to be consistently demonstrated and role modeled by all employees that work at NorthBay Healthcare. The NorthBay Way principles consist of Caring, Communication, Collaboration, and Competence. Demonstrates a commitment to service excellence including, but not limited to professionalism, customer focus, compassion, strong listening skills and a warm demeanor. Consistently exhibits empathy, optimism, resourcefulness and significant cultural competency in interactions with others. Is extremely open to learning new things and teaming with others in a collaborative environment. Proven track record of conducting him/herself in a manner that demonstrates an understanding of the unique complexities and challenges of the healthcare environment. Advanced critical thinking skills and ability to effectively navigate ambiguous patient financial scenarios and identify creative, suitable courses of action for resolution.

Compensation:

Hourly Pay Range MIN $33.19 - $36.49 (Offered hourly rate based on years of experience in a similar role)

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