Manager, Patient Financial Counseling

Manager, Patient Financial Counseling

Location: Hackensack, New Jersey

Employer: HMH HOSPITALS CORPORATION (Hackensack Meridian Health)

Employment type: Full‑time (Day shift) with benefits;
Requisition #: 2025‑174857

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives—and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are true team members. Competitive benefits are just the beginning; we also support one another and show up for our community. Together we keep getting better—advancing our mission to transform healthcare and serve as a leader of positive change.

• 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.
• Provide financial estimates for international patients in accordance with policy; ensure accuracy of the calculations, clear and timely communication, and constant account monitoring for those traveling to our facility for services. Work closely with the Director of Global Medicine to provide financial documents and bills as required by international sponsors and embassies.
• Maintain regular communication with patients and the clinical team regarding the treatment plan; include modifications to the plan and anticipated pharmacy items and doses.
• Audit accuracy of demographic and insurance information to ensure maximum reimbursement in accordance with our collection policy.
• Provide estimates for uninsured patients; work closely with clinical leadership to obtain a comprehensive treatment plan; obtain charge information as needed from all ancillary departments.
• Monitor self‑pay calculations and related communication to patients to ensure they are provided in accordance with policy.
• Oversee 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.
• Monitor staff productivity, including all EPIC-related work queues and system actions; ensure timely completion of duties and establish performance standards for the team members.
• Plan, coordinate, and schedule 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.
• Maintain current departmental policies and procedures.
• Ensure team members are trained on procedures and request additional training as needed.
• Ensure the department meets all HMH goals and operates efficiently and accurately. Department goals are aligned with overall Revenue Cycle goals.
• Ensure the entire team performs consistently and productively. Identify needs for training and process improvement. Mentor team members for future advancement.
• Manage staffing levels and workloads, hire, train, evaluate, and provide disciplinary actions.
• Conduct huddle meetings with team members.
• Work closely with vendors and HMH IT to identify and address issues.
• Handle patient/team member issues professionally and resolve them within a timely manner.
• Responsible for interviewing, hiring, and termination of team members in accordance with corporate policies and procedures.
• Maintain accurate time & attendance records in accordance with corporate policies.
• Complete written performance evaluations for team members; assist them with goal development.
• Evaluate actual versus planned performance and metrics, present and communicate missed opportunities; utilize patient statements and bad‑debt data for such purposes.
• Build 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, facilitating payment and explaining payment options.
• Maintain strict…