Financial Counselor

Job Description: Financial Counselor

Location- Dade City, FL

Position Summary

The Financial Counselor works directly with patients during the registration process to address financial assistance, insurance eligibility, and patient balances. This role collaborates closely with the Billing Department to ensure patient questions and concerns are resolved efficiently. Financial Counselors play a vital role in patient satisfaction, financial transparency, and accurate documentation, supporting effective revenue cycle operations.

Essential Duties and Responsibilities

• Review uninsured patients to determine eligibility for financial assistance
• Screen and assist patients with financial assistance applications, including income verification
• Conduct outreach to educate patients on available financial assistance programs
• Review, collect, and establish payment plans for self-pay balances
• Assist patients who are hesitant to pay by offering payment plan options
• Manage assigned Epic work queues
• Support insurance eligibility verification, appointment preparation, and authorization processes as needed
• Coordinate handoffs to the Billing Department for complex billing questions and concerns
• Provide guidance and training support to front office staff regarding registration and walk-in patients
• Escalate complex patient complaints or billing concerns to leadership as appropriate
• Answer multiple phone lines professionally and assist callers with non-clinical issues
• Maintain confidentiality and comply with HIPAA regulations
• Communicate effectively with care team members to support patient flow
• Support organizational goals, quality improvement initiatives, and community engagement
• Perform other duties as assigned

Knowledge, Skills, and Abilities

• Strong customer service skills with empathy and compassion
• Ability to communicate clearly and professionally, verbally and in writing
• Excellent interpersonal, grammar, and organizational skills
• Ability to work with diverse patient populations
• Demonstrates honesty, integrity, and confidentiality
• Positive attitude and alignment with organizational mission and values

Qualifications

• High School Diploma or GED required
• Associate's degree strongly preferred
• Minimum of two (2) years' experience in financial counseling, medical billing, insurance, collections, or healthcare front office roles preferred
• Certified Application Counselor (CMS) certification or ability to obtain within 90 days of hire
• Basic understanding of medical terminology and documentation
• Bilingual (English/Spanish) preferred
• Ability to perform basic mathematical calculations
• Ability to obtain and maintain Epic certification and annual compliance training

Working Conditions & Physical Requirements

• Ability to sit for extended periods
• Frequent computer use
• Ability to lift 20 lbs. regularly and up to 50 lbs. occasionally
• Potential exposure to contagious or infectious diseases