Financial Counselor

Division: Eskenazi Health


Sub-Division: Hospital


Req ID: 26545


Schedule : Full Time


Shift : Days


Eskenazi Health serves as the public hospital division of the Health & Hospital Corporation of Marion County. Physicians provide a comprehensive range of primary and specialty care services at the 333-bed hospital and outpatient facilities both on and off of the Eskenazi Health downtown campus including at a network of Eskenazi Health Center sites located throughout Indianapolis.


FLSA Status

Non-Exempt

Job Role Summary

The Financial Counselor assists customers with information necessary for securing verifications from various companies/agencies (Work One, banks, life insurance companies, health information, physician offices, Social Security Administration, Health Department, etc.).

Essential Functions and Responsibilities

• Accept daily assigned customer referrals in management designated systems to determine customers to be screened/interviewed
• Assist walk-in customers as they present
• Explain available payer programs and benefits to customers, including Healthy Indiana Plan, various Medicaid or State programs and services, Health Insurance Marketplace, COBRA, or any other possible third-party payer sources, or the hospital's charity program, Eskenazi Health Financial Assistance program
• Interview/screen customers for all potential payer programs as described in previous job function
• Assist customer with information necessary for securing verifications from various companies/agencies (Work One, banks, life insurance companies, health information, physician offices, Social Security Administration, Health Department etc.)
• Complete timely submission of documentation and application in management designated system(s), adhering to all deadlines and requesting extensions from management when necessary
• Document and update application status in management designated system(s) on a regular basis
• Maintain confidentiality of patient health information in compliance with HIPAA regulations
• Contact patients by phone, correspondence, or home visit to continue to secure necessary documentation
• Monitor progress of applications to ensure application completion and processing timelines are adhered to
• Attend interviews (phone or in-person) with State, County, or other payer program representatives for those patients with signed authorization that are determined not able to participate, have requested representation, or have a history of lack of cooperation
• Update management designated system(s) with eligibility determinations and update all appropriate EMR accounts if eligibility is retroactive
• Mentor peers, including training as needed
• Ability to meet all productivity and quality requirements

Job Requirements

Accredited Associates or Bachelor's degree; OR Two (2) years of experience in financial counseling, insurance verification, credit, collection and billing, including pre-admissions and admission registration, preferably in a hospital setting. High School Diploma or GED required.

• Bilingual in English/Spanish is a plus
• Indiana Navigators Certification within 45 days of hire

Knowledge, Skills & Abilities

• Extensive knowledge of eligibility policy rules and processing requirements for programs administered by CMS, FSSA, and other applicable State and Federal programs
• Knowledge of medical and insurance terminology
• Extensive knowledge of health care related insurance rules and guidelines, coverage and benefit plans, and strong ability to calculate and demonstrate insurance and patient payment methodologies and respective amounts due
• Strong investigative, analysis and judgment skills
• Must be able to perform basic mathematical calculations.
• Ability to organize and prioritize tasks in a fast-paced environment.
• Excellent written and oral communication skills
• Must demonstrate good organizational skills, set priorities, meet deadlines; ability to multi-task and carefully proof own work
• Ability to work independently and as part of a team
• Professional demeanor in person, email, and over the phone
• Proficiency in Microsoft Office Tools
• Must be sensitive to the medical needs of customers and professional duties of hospital staff
• Ability to adjust to changes in policies, procedures, and systems

Accredited by The Joint Commission and named as one of Indiana's best employers by Forbes magazine for two consecutive years and the top hospital in the state for community benefit by the Lown Institute, Eskenazi Health's programs have received national recognition while also offering new health care opportunities to the local community. As the sponsoring hospital for Indianapolis Emergency Medical Services, the city's primary EMS provider, Eskenazi Health is also home to the first adult Level I trauma center in Indiana, the first verified adult burn center in Indiana and Sandra Eskenazi Mental Health Center, the first community mental health center in Indiana, just to name a few.