Financial Counselor

Financial Care Counselor (Non-Clinical – Finance/Accounting)

Unit: Perioperative Services

Shift: Day Shift | Monday–Friday | 12:00 PM – 8:30 PM , 6 :00 AM
-2:30 PM

We are seeking an experienced Financial Care Counselor (FCC) to support our client in providing exceptional patient access and revenue cycle services. The FCC serves as a critical member of the patient care team and is responsible for patient identification, registration, insurance verification, financial counseling, collections, scheduling coordination, and compliance activities across hospital service areas.

This role requires frequent patient interaction, adherence to regulatory standards, and a strong commitment to delivering a positive patient experience while supporting operational efficiency and revenue integrity.

• Accurately identify patients using approved photo  at least three patient identifiers; follow Red Flag procedures when necessary.
• Register patients and update demographic, guarantor, emergency contact, employer, veteran status, and provider information in Epic/Maestro Care.
• Verify and update insurance eligibility and benefits using electronic tools, payer portals, phone, or fax.
• Identify Workers’ Compensation encounters and coordinate billing and liability documentation.
• Resolve insurance eligibility edits, coordination of benefits, and data mismatches prior to or at time of service.
• Document special needs (ADA, language, mobility, fall risk, bariatric, etc.) and coordinate accommodations.
• Arrange interpreter services in compliance with ADA standards.
• Present, explain, and obtain signatures for financial, compliance, and authorization documents.
• Collect point-of-service payments including copays, deductibles, coinsurance, and outstanding balances.
• Educate patients on financial responsibility, estimates, financial assistance programs, Medicaid screening, and payment plans.
• Support MyChart enrollment and proxy assignment per regulatory guidelines.
• Manage daily cash handling, balancing, reconciliation, and deposits in compliance with PCI standards.
• Assist with trauma arrivals, decedent care workflows, and emergency department registration processes.
• Maintain strict confidentiality and HIPAA compliance at all times.

• Maintain knowledge of payer authorization and referral requirements.
• Communicate with providers, case management, social work, and utilization management to secure required clinical and coverage information.
• Work with insurance carriers to resolve coverage and payment issues, including special populations.
• Participate in denial prevention efforts and process improvement initiatives.

• Schedule walk-in and follow-up appointments according to service line and financial pathway guidelines.
• Link orders and referrals correctly to appointments and encounters.
• Provide patients with accurate appointment details, instructions, and financial expectations.
• Ensure scheduling accuracy to optimize reimbursement and minimize denials.
• Prioritize and resolve registration, authorization, and billing edits in technical (HB) and professional (PB) work queues.
• Serve as a subject matter resource for reconciliation of registration and authorization errors.
• Provide feedback to leadership on system or process improvement opportunities.
• Deliver exceptional customer service using Commitment to Service Excellence, RELATE principles, and approved communication standards.
• Participate in quality improvement, safety initiatives, and workflow optimization efforts.
• Maintain professional demeanor and uphold values at all times.
• Support patient flow by communicating delays, arranging transport, and coordinating services.
• Answer incoming calls professionally and route appropriately.
• Maintain workstations, printers, and office equipment.
• Attend required meetings, huddles, and training sessions.
• Comply with Joint Commission, regulatory, and organizational policies.
• Maintain Mass Casualty and Hospital Incident Command System (HICS) readiness.
• Perform downtime procedures, after-hours registration functions, and release-of-information tasks as required.
• Support team members and contribute to a positive, inclusive work environment.
• Perform additional duties as assigned by leadership.

• Education:
• High School Diploma (required)
• Associate degree in clerical/accounting or healthcare-related field (preferred)
• Experience:
• Minimum of 2 years in hospital patient access, physician office, billing, or collections
• OR 1 year of public-facing experience with an associate or bachelor’s degree (healthcare or non-healthcare)
• Physical Requirements:
• Ability to remain on foot for extended periods (up to 12 hours)
• Ability to engage with patients experiencing physical trauma