Financial Counselor (Full-Time) - Willowbrook

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional ethical physical and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth dignity and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET Managing Up Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees experiential journeys to ensure strong communication ease of access to information and a seamless experience

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Actively supports the organizations vision fulfills the mission and abides by the I CARE values

• Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Supports team members with questions regarding eligibility/benefit information for patients receiving services. Seeks management assistance appropriately.

• Demonstrates a high degree of professionalism and effectively engages with a diverse customer base including patients/visitors physician office staff and representatives from internal departments and external organizations. Gives appropriate status updates.

• Contacts and educates patients on matters related to insurance benefits and payment options or collects past balances including bad debt. Answers any questions posed by the patient related to a billing or financial concern.

• Counsels patients regarding potential financial assistance eligibility and the process for application. Collects financial information from patient and other sources (e.g. financial profile from electronic database).

• Contributes to patient employee and physician satisfaction as well as effective revenue cycle process.

• Reviews the completed application for accuracy making the initial determination for approval and alerting the department manager of potential concerns.

• Enters and updates patient data into the electronic medical record with a high level of thoroughness accuracy and timeliness. Completes assigned work queues.

• Reviews in-house self-pay patients and assures they receive financial counseling as applicable. Collaborates with applicable vendor to identify all sources of potential payment to secure funds for hospital (e.g. COBRA workers compensation etc.). Provides financial updates on a regular basis which can include updating reporting and/or participating in regular meetings with case management and finance for in-house patients to ensure timely discharge planning and financial clearance.

• Completes financial assistance calculation worksheets and submits for appropriate level of approval.

• Collects patient payments and performs other complex financial counseling functions (e.g. extended payment arrangements discounts single case agreements case rates etc.) by following department procedures to ensure all collection activities are accurately followed. May perform cashier functions.

• Fulfills monthly goals for cash collection.

• Organizes time effectively minimizing incidental overtime and sets priorities. Utilizes time between heavy workloads efficiently and helps other team members.

• Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development.

• Generates and communicates new ideas and suggestions that will improve finance quality or service.

• High School diploma or equivalent education (examples include: GED verification of homeschool equivalency partial or full completion of post-secondary education etc.)

• Three years of experience in financial counseling patient accounting or patient access in a healthcare setting preferably in a hospital

• Experience mentoring or leading team members preferred

• N/A

• Demonstrates the skills and competencies necessary to safely perform the assigned job determined through on-going skills competency assessments and performance evaluations

• Sufficient proficiency in speaking reading and writing the English language necessary to perform the essential functions of this job especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients physicians family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Demonstrates sound judgment and executes above average patient access functional skills

• Exhibits strong interpersonal teamwork and leadership skills with all levels of the healthcare team and assures delivery of excellent customer service to all patients visitors physicians and co-workers

• Ability to analyze and solve problems

• Well-developed organizational skills with ability to multi-task and utilize time efficiently

• Ability to adapt to changes in the work environment and modify approaches or methods to best fit the patients situation

• Knowledge of payer requirements authorizations and insurance terminology

• Proficient understanding of medical terminology and diagnosis/procedural codes

• Ability to remain calm in stressful situations with patience and understanding

• Excellent customer service and professional communication skills

• Proficient computer skills and ability to learn and navigate multiple software programs and payer websites

• Ability to handle detail work accurately and rapidly

• Working knowledge of CPT ICD-9 and/or ICD-10 preferred

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform Yes
• Scrubs No
• Business professional Yes
• Other (department approved) Yes

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster Severe Weather Events etc) regardless of selection below.

• On Call* No

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No

Houston Methodist Willowbrook Hospital opened in December 2000 to serve the comprehensive health care needs of the growing community in Northwest Houston. The 310 bed hospital has 23 operating rooms and more than 2100 employees. Houston Methodist Willowbrook Hospital has been named a Magnet recognized health care facility by the American Nurses Credentialing Centers (ANCC) Magnet Recognition Program. Houston Methodist Willowbrook Hospital is Northwest Houstons regional leader in robotic minimally-invasive surgeries and specializes in cardiology and cardiovascular services neurology neurosurgery orthopedics and sports medicine and comprehensive cancer services. Houston Methodist Willowbrook Hospital has a Breast Care Center Cancer Center Imaging Center Infusion Center Sleep Center Surgical Weight Loss Center and operates the largest Childbirth Center in the greater Northwest Houston area.