ED Financial Counselor | South | Fulltime | Nights

If you are looking to make an impact on a meaningful scale, come join us as we embrace the Power of One!

We strive to be an employer of choice and establish a reputation for being a talent rich organization where Associates can grow their career caring for others. For over a century, we’ve served the health care needs of the people of Memphis and the Mid-South.

Obtains and records patients' personal and financial information as it is related to hospital admissions, patient scheduling or other registration functions in the Emergency Department to ensure that PAS KPI standards are met or exceeded as well as follows the Emergency Treatment and Active Labor Act (EMTALA) guidelines and MLH processes. Counsels patients and/or parties responsible for payment regarding payment responsibilities and options. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

Working at MLH means carrying the mission forward of caring for our community and impacting the lives of patients in every way through compassion, a deliberate focus on service expectations and a consistent thriving for excellence.

A Brief Overview
Obtains and records patients' personal and financial information as it is related to hospital admissions, patient scheduling or other registration functions in the Emergency Department to ensure that PAS KPI standards are met or exceeded as well as follows the Emergency Treatment and Active Labor Act (EMTALA) guidelines and MLH processes. Counsels patients and/or parties responsible for payment regarding payment responsibilities and options. Models appropriate behavior as exemplified in MLH Mission, Vision and Values.

What you will do

• Obtains and verifies patients’ demographic and financial information. Ensures all information is accurate and complete.
• Performs thorough insurance verifications, using TPL and COB guidelines, to ensure insurance issues are addressed. Verifies appropriate information via in person or telephone using regulatory guidelines & reconciles key insurance related fields for accuracy/completeness.
• Performs financial counseling process on all patients prior to service, which includes patient financial obligations, billing practices and establishing payment arrangements. Coordinates patient payment plans for self pay patients and assists with financial arrangement for patient care encounters.
• Explains financial responsibilities for services received, payment options and collection procedures to patients and/or parties responsible for payment.
• Uses tools to calculate appropriate “Point of Service” payments. Collects co-payments, pre-care deposits, consultation fees, outstanding balances, and other forms of account payments from patients.
• Analyzes patient insurance coverage, researches probability of coverage based on known criteria, and provides information for patients in need of financial assistance. Uses Third Party Payor Rules, Managed Care Guidelines, and Benefit Coordination guidelines while registering patient.
• Identifies problematic encounters and follows through as appropriate. Works with patient or patient representative to resolve issues. Escalates more complex or difficult issues to higher level only when necessary.
• Understands, applies, and supports departmental/hospital policies, procedures, and standards. Attends meetings, in-services and training sessions as required/requested.
• Performs other job functions as assigned or requested.

Education/Formal Training Requirements

• High School Diploma or Equivalent
• Associate's Degree

Work Experience Requirements

• 1-3 years Customer service
• 1-3 years Financial counseling
• 1-3 years Hospital registration

Knowledge, Skills and Abilities

• Knowledge of and experience using medical terminology.
• Knowledge of general business operations, scheduling, insurance and coding.
• Knowledge of data entry and general office procedures.
• General computer skills necessary to work effectively in an office enivornment.
• Strong critical thinking skills.
• Strong attention to detail skills.
• Strong customer service skills in person and via telephone or e-mail.
• Excellent organizational, verbal and written communication skills, including spelling and correct grammatical structure.
• Ability to perform basic mathematics.
• Ability to follow and apply insurance guidelines/requirements regarding Third Party Payors, Coordination of Benefits, and Managed Care contractual requirements.
• Ability to handle stressful situations.
• Ability to prioritize and manage multiple task simultaneously, and to effectively anticipate and respond to issues as needed in a multi-faceted work enivornment.
• Ability to understand and interpret complex written materials such as insurance matrices, Point of Service calculations and patient records.
• Ability to develop solutions to complex problems, which require ingenuity, creativity, and innovativeness.
• Ability to exercise independent judgment in making decisions and resolving complex problems related to general and technical aspects of the position.

Supervision Provided by this Position

• There are no supervisory or lead responsibilities assigned to this position.

Physical Demands

• The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
• Must have good balance and coordination.
• The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
• The Associate is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
• The conditions to which the Associate will be subject in this position: The Associate is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.

Our Associates are passionate about what they do, the service they provide and the patients they serve. We value family, team and a Power of One culture that requires commitment to the highest standards of care and unity.

Boasting one of the South's largest medical centers, Memphis blends a friendly community, a thriving and growing downtown, and a low cost of living. We see each day as a new opportunity to make a difference in the lives of the people in our community.