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Michigan Medicine · 1 day ago

Patient Financial Counselor

Ann Arbor, MI

Full-time

Hybrid

Mid Level

$50K/yr - $72K/yr

3+ years exp

Michigan Medicine is dedicated to improving health through education, patient care, community service, and research. The Patient Financial Counselor will assist patients and families with financial activities related to billing and insurance, ensuring exceptional customer service and support in a high-volume call center environment.

EducationHealth CareMedical

Responsibilities

Provide exceptional customer service to all patients/callers by offering assistance and ensuring customer satisfaction

Depending on assignment, answers patient calls for at least 80% of workday, effectively responds to patient inquiries via telephone encounter or through the patient portal, returns patient calls left on department voicemail, responds to patient correspondence received via mail, or works on accounts with early out vendor

Sees walk-in and scheduled patients and their families

Answers inbound customer phone calls for patients requiring financial assistance and direction/education

Works closely with inpatient staff (i.e. providers, social workers, admin managers) to resolve complex accounts and accounts sensitive in nature requiring high level of business acumen, empathy and personal integrity

Help eligible patients and families apply for Healthy Michigan Plan, Children Special Health Care Service, Medicaid and Washtenaw Health Plan

As a Certified Application Counselor through the Affordable Care Act, assist with private Health Insurance Marketplace applications and plan selection

Provide charge and out-of-pocket estimates for medical procedures and episodes of care

Ability to educate and explain to customers financial related items such as referrals, authorizations, waivers and Advanced Beneficiary Notices (ABNs)

May serve as a liaison in the community, providing education and offering financial assistance

Serve as the point person who links various areas of a complex health system into seamless service, coordinating communication between internal and external customers

Investigate patient financial problems to discover root causes and possible solutions via various hospital and payer systems

Read and interpret insurance plan benefits; explain benefits to patients, families and internal customers and interpret Michigan Medicine insurance plan participation status and explain how contract status impacts patient?s/family?s out-of-pocket costs

Investigate and resolve issues with third party payers including Medicare, Medicaid, Blue Cross/Blue Shield, commercial plans, motor vehicle coverage, worker?s compensation and COBRA

Identify performance improvement opportunities across revenue cycle including registration, clinic operations, information technology, charge entry, coding, documentation, billing, etc

Create payment plans (within established guidelines) at the conclusion of each patient contact as appropriate

Committed to team efforts, quality improvement and lean thinking initiatives

Respond quickly and act professionally/appropriately in stressful situations including de-escalation

Able to handle challenging patients and customers effectively and professionally

Demonstrates personal integrity, enthusiasm and empathy to internal and external customers

Takes initiative in independently and effectively resolving a variety of complex billing issues and problems

Demonstrate and communicate patient financial advocacy

Qualification

Billing experienceClaims experienceMedical terminology3rd party payer rulesCustomer service skillsLean process improvementC-SnapMiChart (Epic)EmpathyInterpersonal skillsCommunication skillsTeamwork

Required

Bachelor's degree in business, finance, healthcare or an equivalent combination of education and experience

Minimum of 3 years billing and/or claims experience in Revenue Cycle or healthcare setting with progressive levels of responsibility

Demonstrated teamwork, interpersonal, communication and customer service skills

Knowledge of medical terminology, ICD-9, CPT-4, and CDM codes

Knowledge of C-Snap, Web Denis, CHAMPS and other payor sites

Familiarity with Lean method of process improvement

Extensive knowledge with clinical business operation systems

Knowledge of 3rd party payer rules and (Medicare, Medicaid, BCBSM, commercial, MVA, worker's compensation)

Excellent record of attendance and punctuality

Demonstrate the highest standards in written communication, utilizing available and emerging technology and systems to maximize efficiency

Demonstrates cultural humility in communications with others

Preferred

Collections/Payment experience

Experience providing customer service in a call center environment

Knowledge of MiChart (Epic)

Knowledge of University policies and procedures, especially the UMHS Standard Practice Guide

Able to understand and resolve complex patient billing issues

In-depth knowledge of billing systems

Knowledge of medical terminology and coding including CPT, ICD-9/10

Company

Michigan Medicine

Glassdoor4.0

Michigan Medicine is a health care system and academic medical center that provides medical education and more. It is a sub-organization of University of Maichigan.

Founded in 1869

Ann Arbor, Michigan, USA

10001+ employees