Financial Counselor - Patient Access

Overview

Orlando Health Arnold Palmer Hospital for Children provides compassionate care to the children, teenagers and young adults of Central Florida. The hospital is located on the downtown Orlando campus, with 156 licensed beds for specialized pediatric care, the Bert Martin’s Champions for Children Emergency Department & Trauma Center, and serving as the pediatric site of the Orlando Health ORMC Level One Trauma Center.

The staff includes pediatric subspecialty physicians and a nursing team that is Magnet recognized for nursing excellence and high-quality patient care. The hospital has earned national recognition as a Best Children’s Hospital by U.S. News & World Report for 12 consecutive years and was included, with Orlando Health ORMC, in the IBM Watson Health 100 Top Hospitals list for 2021.

Arnold Palmer Hospital for Children Patient Access is seeking a Financial Counselor I. The Financial Counselor assists patients and their families with services to explain and facilitate the process of collecting payments as comfortably as possible.

• Understands the importance Orlando Health places on providing exemplary customer service and performs job functions to meet department customer service goals.
• Demonstrates a positive and professional approach and communicates effectively with customers and team members at all times.
• Efficiently and accurately gathers and inputs patient/guarantor demographic and financial information.
• Contacts Primary Care or Admitting Physician to obtain authorizations, diagnosis, and procedure detail as necessary.
• Explains necessary forms and obtains signatures from patient/guarantor.
• Contacts appropriate payers, verifies benefits and obtains necessary authorizations.
• Explains insurance benefits and collects co-pays, deductibles and self-pay portions.
• Collects for related professional care when appropriate.
• Documents authorization and benefit information in registration system.
• Assembles patient record and obtains copies of relevant documents including insurance cards, photo identification cards and any advance directives.
• Demonstrates a basic knowledge of third party reimbursement requirements and regulations.
• Exhibits competency in the use of all registration systems, electronic verification tools and Web-based resources.
• Follows Patient Financial Services self-pay policies including completion of Guarantor Financial Statement Application, explanation of payment options and collections of monies due.
• Follows Patient Financial Services policies related to cash handling.
• Performs basic individual cashiering functions.
• Collects and inventories patient valuables following policy guidelines.
• Maintains basic understanding of the medical necessity screening process and appropriate systems.
• Performs appropriate pre-registration functions including calling physician offices, insurance payers and the patient/guarantor, as necessary.
• Maintains departmental logs for statistical reporting.
• Consistently meets Quality Assurance standards set by Patient Access and the department.
• Meets departmental goals regarding collections, productivity and customer service.
• Maintains flexibility in work schedule availability to meet departmental needs.
• Meets federal, state and hospital requirements related to compliance issues.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

• Attends and participates in department staff meetings and other meetings as assigned.
• Responsible for reviewing and adhering to all Patient Financial Services and departmental education initiatives.
• Meets all corporate and Patient Financial Services annual recertification and education requirements.
• Assists manager in planning and organizing department activities.

• High School or equivalent.
• Must complete Patient Financial Services Orientation program and annual educational requirements.

• None.

• Two (2) years’ experience in a financial, business office, or customer service environment required.
• Proficient in Windows Microsoft Office-based products (Word, Excel, PowerPoint).
• Typing proficiency.
• One (1) year PC/Windows experience.