Financial Care Counselor-Remote NC Residents only

Duke University
US - North Carolina - Durham
November 15, 2024

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.

About Duke Health's Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's 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.

Duke University Health System's Patient Revenue Management Office (PRMO) seeks to hire a financial care counselor for the pre-visit collections team who will embrace our mission of Advancing Health Together. The financial care counselor is an integral part of the patient care team and is responsible for the revenue cycle patient access activities related to but not limited to financial counseling, creation of patient estimates, analyzing and validating patient estimates, verifying benefits and is actively engaged for inbound and outbound phone calls. Financial care counselors enhance the patient experience by providing insight to patients regarding the requirements of their insurance plans. They are responsible for identifying and correcting insurance registration errors and contributing to registration quality improvement.

Duties and Responsibilities:

Conducts research to ensure patient information is complete and to identify servi ces being rendered in order to create an accurate estimate.

Verifies and completes insurance benefit collection using current eligibility vendors or other available online tools; verifies by telephone when online resources are exhausted.

Updates patient registration information on when demographics, new insurance or insuran ce changes are identified.

Creates an estim ate for identified services using the approved estimation tool.

Populates estimated patient liability information in Maestro Care, under Pre-Visit E stimate Info in the patient's account.

Accurately complete the patient accounts based on departmental protocol, policies and procedu res, and compliance with regulatory agencies.

Makes outbound calls to contact patients regarding estimates for upcoming visits/appointments using the approved scripting.

Receives inbound calls from prospective patients who are price shopping and provides an estimate for potential services.

Collects estimated patient liability and provides financial counseling, to include: explaining coverage/insurance benefits and how benefits relate to estimated patient liability; informing the patient of all account balances; collecting patient liabilities; or indicating the patient requires follow-up at the point of service.

Provides education about financial assistance and payment options availableto Duke patients.

Documents all patient conversations in Epic under Pre-Visit Estimate Info/Pre-Payment notes and updates Estimat e Call Result field with appropriate response to alert POS staff if/when follow-up at arrival is required .

Participates in team meetings and work culture initia tives.

Reviews and maintains compliance with PRMO and departmental policy and procedure.

Identifies and co mmunicates opportunities for team process improvement.

Perform other related duties incidental to the work described herein.

Knowledge, Skills and Abilities

Strong verbal and written communication skills are mandatory.

Basic PC skills / data entry exp erience.

Medical terminology knowledge.

Abil ity to organize and prioritize.

Ability to interact tactfully and courteously wit h the public.

Ability to apply specific departmental policies, rules and re gulations relating to verifying patient information, collecting payments and maintaining rec ords and forms.

Ability to establish and m aintain effective relationships with other personnel. •

General accounting principles.

Ability to understand and interpret insurance carrier guidelines and plans.

Minimum QualificationsEducation

Work requires knowledge of basic grammar andmathematical principles normally required through a high school education, with some postsecondary education preferred. Additional training or working knowledge of related business.

Experience

Two years 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.

Degrees, Licenses, and Certifications

None required

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Read the full job description and apply online on the recuiter's web-site

Financial Care Counselor-Remote NC Residents only

Financial Care Counselor-Remote NC Residents only

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