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Hackensack Meridian Health · 3 days ago

Manager, Patient Financial Counseling

Hackensack, NJ

Full-time

Hybrid

Mid, Senior Level

$131K/yr - $131K/yr

4+ years exp

Hackensack Meridian Health is committed to helping patients live better, healthier lives and fostering a collaborative culture among its team members. The Manager, Patient Financial Counseling is responsible for overseeing the daily operations of financial counselors, ensuring patients receive the necessary financial assistance and support, and managing vendor relationships while maintaining compliance with policies and regulations.

Assisted LivingHealth CareHealth DiagnosticsHospitalMedical

Responsibilities

Provide financial counseling services and complete financial agreements in accordance with policies; receive referrals from Patient Access and clinical leaders. Track and audit agreements for compliance

Provides financial estimates for International patients in accordance with policy; ensures accuracy of the related calculations, clear and timely communication, and constant account monitoring for those who travel to our facility for services. Works closely with the Director of Global Medicine to provide financial documents and bills as required by International sponsors and Embassies

Maintains regular communication with a patient and clinical team regarding the treatment plan; includes, modifications to the plan, and anticipated pharmacy items and doses

Audits accuracy of demographic and insurance information to ensure maximum reimbursement in accordance with our collection policy

Provide estimates for uninsured patients; work closely with the clinical leadership to obtain a comprehensive treatment plan; obtains charge information as needed from all ancillary departments

Monitor self-pay calculations and related communication to patients to ensure they are being provided in accordance with policy

Oversee the eligibility screening for Medicaid and Charity care; work closely with the Financial Assistance team to appropriately assist and schedule patients for appointments in that office

Monitors staff productivity, including all EPIC related work queues and system actions; ensures timely completion of duties and establishes performance standards for the team members

Plans, coordinates, and schedules the daily operations of the department in compliance with HMH policies

Liaison with Commerce Bank regarding the payment plan enrollment portal, related access and training needs. Responsible for reconciling portal accounts and balances

Maintains current departmental policies and procedures

Ensures team members are trained on procedures and requests additional training as needed

Ensures the department meets all HMH goals and that the departments are operating efficiently and accurately. Department goals are consistent with overall directives of the Revenue Cycle goals

Ensures the entire team performs consistently and productively. Identifies needs for training and process improvement. Mentors team members for future advancement

Manages staffing levels and workloads, hires, trains, evaluates and provides disciplinary actions

Conducts huddle meetings with team members

Works closely with vendors and HMH IT to identify and address issues

Handles patient/team member issues professionally and resolve within a timely manner

Responsible for interviewing, hiring, and termination of team members in accordance with corporate policies and procedures

Maintains accurate time & attendance records in accordance with corporate policies

Completes the written performance evaluations for team members; assists them with goal development

Evaluates actual versus planned performance and metrics, presents and communicates missed opportunities; utilizes patient statements and bad debt data for such purposes

Builds relationships with departments and operations staff to obtain and analyze additional information to improve workflows and the overall patient experience

Monitor incoming and outgoing phone calls, timeliness of responses and overall quality of the service provided

Oversee outreach to patients with balances in the dunning cycle, in regard to facilitating payment and explaining payment options

Maintains strictest confidentiality and adheres to all HIPAA guidelines and regulations

Assesses the impact of new regulations or requirements, and acts as a resource to clinical departments regarding those requirements; discusses ideas with Senior Leadership

Performs or delegates the ordering of general supplies

Complies with all procedural workflows and departmental policies and procedures as identified

Identifies the needs of the patient population served and modifies and delivers care that is specific to those needs (i.e., age, culture, language, hearing and/or visually impaired, etc.). This process includes communicating with the patient, parent, and/or primary caregiver(s) at their level (developmental/age, educational, literacy, etc.)

Adheres to HMH Organizational competencies and standards of behavior

Open telecom and IT tickets as needed via Footprints for team members and vendors; follow through as needed

Provides patient education regarding their insurance benefits, eligibility, and expected out of pocket expenses

Provides supplemental customer service as needed. Also, assist patients who are enrolled in Research Studies and require additional explanation of coverage

Acts as a liaison with the Cardinal Health drug replacement program for patients in need

Qualification

Revenue cycle experienceFinancial counselingInsurance proficiencyEpic experienceBilingual in SpanishLeadership skillsAnalytical skillsMultitasking abilityProficient computer skillsCustomer serviceHIPAA complianceTrainingDevelopmentCommunication skillsInterpersonal skillsTime management