Financial Care Counselor

Patient Revenue Management Organization

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

The Patient Revenue Management Organization is the fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions for Duke Health.

Monday – Thursday, 9:00 am – 7:30 pm.
Accurately complete patient accounts based on departmental protocol, policies and procedures, and compliance with regulatory agencies, to include but not be limited to pre‑admission, admission, pre‑registration and registration functions. Ensure all insurance requirements are met prior to patients' arrival and inform patients of their financial liability prior to arrival for services. Arrange payment options with the patients and screen patients government funding sources.

Analyze insurance coverage and benefits for services to ensure timely reimbursement. Obtain all prior authorization certifications and/or authorizations as appropriate. Facilitate payment sources for uninsured patients. Determine if the patient's condition is the result of an accident and perform complete research to determine the appropriate source of liability/payment. Admit, register and pre‑register patients with accurate patient demographic and financial data. Resolve insurance claim rejections/denials and remedy expediently.

Calculate and collect cash payments appropriately for all patients. Reconcile daily cash deposits. Evaluate diagnoses to ensure compliance with the Local Medicare Review Policy. Perform those duties necessary to ensure all accounts are processed accurately and efficiently. Compile departmental statistics for budgetary and reporting purposes. Explain bills according to PRMO credit and collection policies. Implement appropriate collection actions and assist financially responsible persons in arranging payment.

Make a referral for financial counseling.
Determine the necessity of third‑party sponsorship and process patients in accordance with policy and procedure. Examine insurance policies and other third‑party sponsorship materials for sources of payment. Inform the attending physician of patient financial hardship. Complete the managed care waiver form for patients considered out of network and receiving services at a reduced benefit level. Update the billing system to reflect the insurance status of the patient.

Refer patients to the Manufacturer Drug program as needed for medications. Greet and provide assistance to visitors and patients. Explain policies and procedures and resolve problems. Gather necessary documentation to support proper handling of inquiries and complaints. Assist with departmental coverage as requested. Obtain authorizations based on insurance plan contracts and guidelines. Document the billing system according to policy and procedure.

Enter and update referrals as required. Communicate with insurance carriers regarding clinical information requested and to resolve issues relating to coverage and payment.

Excellent communication skills, oral and written. Ability to analyze data, perform multiple tasks and work independently. Must be able to develop and maintain professional, service‑oriented working relationships with patients, physicians, co‑workers and supervisors. Must be able to understand and comply with policies and procedures.

Two years of experience working in hospital service access, clinical service access, physician office or billing and collections. Or, an associate's degree in a healthcare‑related field and one year of experience working with the public. Or, a bachelor's degree and one year of experience working with the public.

Work requires knowledge of basic grammar and mathematical principles normally required through a high school education, with some postsecondary education preferred.…