Resource Counselor I

Resource Counselor I

Serves as front-line representative for the organization by interviewing patients and/or other sources to screen and obtain demographic and financial data which will access/link patients to clinical and financial systems of the hospital. Communicates health benefit regulations and patient financial obligation to responsible parties.

Responsibilities include: gathers and records financial and insurance information; performs basic billing activities; makes referrals to appropriate financial resources. Have a general knowledge of the organization's Financial Assistance Program, Medicaid, Crime Victims Assistance and Social Security Disability programs to be able to assist patients in completing appropriate applications and/or referrals. Requires independent judgment and critical thinking skills related to completing applications to third party payers.

When on the phone, serves as a first contact for patients and other internal/external customers seeking information about financial assistance. Asks key questions to correctly and rapidly assist patients in answering their questions about financial options.

Uses all patient interactions as an opportunity to be a problem solver for system and process problems. Makes informed decisions using multiple systems and tools to ascertain eligibility for assistance programs.

Required:

• High school diploma or GED.
• 6 months customer service experience
• Concise written and verbal communication skills.
• Skills to interview patients and families for purpose of gathering and exchanging information with other hospital staff members, physicians, third party payers and resource persons. Basic computer skills.
• Ability to maneuver in electronic equipment like computer, calculator, fax.
• Ability to use keyboard and mouse.
• Ability to access and maneuver in both the organization's Intranet and the Internet.
• Ability to access appropriate drives within hospital computer system.
• Basic Outlook with ability to open, send and receive communication via electronic email.
• Basic Word with ability to search, open, and compose basic word documents.
• Ability to have concise written skills using appropriate grammar, word usage and spelling for notations within UH software programs, communicating with patients, other hospital staff, third party payers, resource persons, physicians and for purposes of email communication
• Ability to perform basic math (add, subtract, multiply, divide).
• Ability to work in a busy, loud and demanding environment.
• Must independently recognize and evaluate situations for the level of urgency.
• Strong emotional intelligence and empathy.
• Must be detail oriented and accurate.
• Ability to multi-task and prioritize tasks.

Preferred:

• One year customer service experience with a preference of six months to one year in health care related position and/or one year in state employment position through the Family Support Division.
• One year previous experience in a doctor/hospital environment preferred.
• At least one year experience as a Patient Accounts Representative and/or Patient Access within the organization or another similar organization and/or one year of accounting experience.