FINANCIAL COUNSELOR

One of the nation’s largest and most respected providers of hospital and healthcare services, Universal Health Services, Inc. has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, our annual revenues were $10.77 billion in 2018. In 2020, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; in 2019, ranked #293 on the Fortune 500; and in 2017, listed #275 in Forbes inaugural ranking of America’s Top 500 Public Companies. Headquartered in King of Prussia, PA, UHS has more than 87,000 employees and through its subsidiaries operates 26 acute care hospitals, 327 behavioral health facilities, 40 outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 37 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom.

SUMMARY STATEMENT & PURPOSE

The Financial Counselor promotes positive customer relationships by providing accurate and timely financial information to current patients and provides general support to the business office post-discharge. The Financial Counselor is the liaison between patients and their insurance companies; often coordinating payments and answering questions from both parties. Coordinates with the facility Business Office, the corporate Central Business Office, Intake/Admissions Department, Utilization Review, and Clinical Team Members.

All employees are expected to be pleasant, respectful, and courteous in all interactions with patients, families, staff, and visitors of the Hospital, as well as being a positive representative of INBH at all times.

• Two years of related customer service experience required, in a healthcare environment desired, or a combination of education, experience and training.
• Knowledge of accounts receivable collection techniques.
• Knowledge of patient financial transactions, Medicare, Medicaid, HMO’s and Private Health Insurance contracts.
• Should be oriented and sensitive to patient needs and aware of the importance of confidentiality of patients and employees.

• Advanced knowledge of Excel preferred.

• Verify information obtained during the intake/admission process regarding demographic data, insurance eligibility, and insurance benefit information; coordinating the process of patient eligibility (VOB) through various third-party sources including coordination with families and primary supports as needed. This includes meeting with patients in Intake upon admission and coordinating with Social Work/Nursing to meet with patients upon discharge to ensure the accurate collection for all necessary information when inaccurate or missing (including insurance cards) from the patient and /or their families/primary supports.
• Assist patients with Medicaid enrollment (either on paper or online), charity applications and/or Financial Attestations, ensuring compliance with required patient signatures on appropriate financial documents prior to discharge.
• Perform upfront collection activities on all expected inpatient out of pocket costs, including providing reasonable out of pocket estimates, properly handling and recording all monies collected and setting up arrangements/monthly installment plans for patients to payoff balances within the guidelines of INBH collections policy. This includes meeting minimum upfront collection goals (currently 30% of estimated OOP, subject to change at discretion of management).
• Monitor daily and report when Medicaid benefits are posted for patients enrolled at the facility and coordinate with UM Director in each case to seek guidance on whether to obtain retro-authorization.
• Analyze private self-pay accounts to ensure they are netted down based on contract rates and other miscellaneous adjustments.
• Make collection calls on all private/self-pay accounts collecting all monies due from patients and/or patient designees, properly handling and recording all monies collected and setting up arrangements/monthly installment plans for patients to payoff balances within the guidelines of INBH collections policy.
• Provide back-up support for other business officer positions as needed and as defined by the Director.