Patient Financial Counselor

Job Title

Under general supervision, assist patients, families and internal customers of Michigan Medicine with a broad range of financial activities.

Job Description

Assisting patients and families with Hospital and Professional billing and insurance concerns, pre-screening eligibility for MSupport, cash collections, establishing payment agreements, providing Hospital and Professional charge estimates, and collaborating with various billing departments, specialty clinics, hospitals, and health centers on all related billing concerns. Works independently and efficiently to assist families. Independently prioritizes work to achieve the best financial experience for patients and families. This position provides extraordinary seamless financial services to internal and external customers. This position works remotely in a high volume call center environment.

Responsibilities

• Provide exceptional customer service to all patients/callers by offering assistance and ensuring customer satisfaction
• Depending on assignment, answers patient calls for at least 80% of workday, effectively responds to patient inquiries via telephone encounter or through the patient portal, returns patient calls left on department voicemail, responds to patient correspondence received via mail, or works on accounts with early out vendor
• Sees walk-in and scheduled patients and their families
• Answers inbound customer phone calls for patients requiring financial assistance and direction/education
• Works closely with inpatient staff (i.e. providers, social workers, admin managers) to resolve complex accounts and accounts sensitive in nature requiring high level of business acumen, empathy and personal integrity
• Help eligible patients and families apply for Healthy Michigan Plan, Children Special Health Care Service, Medicaid and Washtenaw Health Plan
• As a Certified Application Counselor through the Affordable Care Act, assist with private Health Insurance Marketplace applications and plan selection
• Provide charge and out-of-pocket estimates for medical procedures and episodes of care
• Ability to educate and explain to customers financial related items such as referrals, authorizations, waivers and Advanced Beneficiary Notices (ABNs)
• May serve as a liaison in the community, providing education and offering financial assistance
• Serve as the point person who links various areas of a complex health system into seamless service, coordinating communication between internal and external customers
• Investigate patient financial problems to discover root causes and possible solutions via various hospital and payer systems
• Read and interpret insurance plan benefits; explain benefits to patients, families and internal customers and interpret Michigan Medicine insurance plan participation status and explain how contract status impacts patient's/family's out-of-pocket costs
• Investigate and resolve issues with third party payers including Medicare, Medicaid, Blue Cross/Blue Shield, commercial plans, motor vehicle coverage, worker's compensation and COBRA
• Identify performance improvement opportunities across revenue cycle including registration, clinic operations, information technology, charge entry, coding, documentation, billing, etc.
• Create payment plans (within established guidelines) at the conclusion of each patient contact as appropriate
• Committed to team efforts, quality improvement and lean thinking initiatives
• Respond quickly and act professionally/appropriately in stressful situations including de-escalation
• Able to handle challenging patients and customers effectively and professionally
• Demonstrates personal integrity, enthusiasm and empathy to internal and external customers
• Takes initiative in independently and effectively resolving a variety of complex billing issues and problems
• Demonstrate and communicate patient financial advocacy

Required Qualifications

• Graduation from high school or an equivalent combination of education and experience
• Minimum of 3-5 years medical billing and/or claims experience in healthcare setting with progressive levels of responsibility
• Demonstrated teamwork, interpersonal, communication and customer service skills
• Knowledge of medical terminology, ICD-9, CPT-4, and CDM codes
• Knowledge of C-Snap, Web Denis, CHAMPS and other payor sites
• Familiarity with Lean method of process improvement
• Extensive knowledge with clinical business operation systems
• Knowledge of 3rd party payer rules and (Medicare, Medicaid, BCBSM, commercial, MVA, worker's compensation)
• Excellent record of attendance and punctuality
• Demonstrate the highest standards in written communication, utilizing available and emerging technology and systems to maximize efficiency
• Demonstrates cultural humility in communications with others

Desired Qualifications

• Bachelor's degree in business, healthcare administration or related field
• Prior experience in healthcare billing, insurance verification, or financial counseling
• Collections/Payment experience
• Experience providing customer service in a call center environment
• Knowledge of MiChart (Epic)
• Knowledge of University policies and procedures, especially the UMHS Standard Practice Guide
• Able to understand and resolve complex patient billing issues
• In-depth knowledge of billing systems
• Knowledge of medical terminology and coding including CPT, ICD-9/10

Why Join Michigan Medicine?

Michigan Medicine is one of the largest health care complexes in the world and has been the site of many groundbreaking medical and technological advancements since the opening of the U-M Medical School in 1850. Michigan Medicine is comprised of over 30,000 employees and our vision is to attract, inspire, and develop outstanding people in medicine, sciences, and healthcare to become one of the world's most distinguished academic health systems. In some way, great or small, every person here helps to advance this world-class institution. Work at Michigan Medicine and become a victor for the greater good.

What Benefits can you Look Forward to?

• Excellent medical, dental and vision coverage effective on your very first day
• 2:1 Match on retirement savings

Modes of Work

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

Work Locations

This is a remote position where you will work from home virtually. High speed internet is a requirement for this position and its cost is the responsibility of the staff member. There may be occasions where the staff member will need to report to the business office location, including meetings, computer or technology requirements, or to complete work that is not possible to handle remotely. The business location will have space available to reserve for onsite work when required. The business office is located in the Eastern Time Zone and work hours must accommodate interactions, including video conferencing, with colleagues during these hours. Computing resources including required software applications, VPN, desktop or laptop computer, monitor, keyboard and mouse, will be provided by the employer. Remote staff are not provided with a mobile phone but are provided with computer telephone and fax technology. Office equipment such as desk, chair, and printer are not provided. Basic supplies such as paper and pens are stocked at the business location and are available to remote staff for pick-up should they choose. Unless otherwise agreed to in advance with your manager, additional hardware, software, printing, and cost of office supplies preferred by the staff member, are the responsibility of the employee.

Technology Skills required include the ability to set-up computer and monitors and connect accessory items such as mouse, keyboard, and web cams. Remote computing support is available 24/7 via phone, chat, or ticketing system to all staff members. Staff will be expected to effectively communicate and resolve most computing issues directly with computing support resources.

Union Affiliation

This position is covered under the collective bargaining agreement between the U-M and the Service Employees International Union (SEIU), which contains and settles all matters with respect to wages, benefits, hours, and other terms and conditions of employment.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

Application Deadline

Job openings are posted for a minimum