Responsibilities include: Gathers and records financial and insurance information makes referrals to appropriate financial resources.  Have thorough knowledge of the organization’s discount program, Medicaid, Crime Victims Assistance and Social Security Disability to assists patients in completing applications. Monitors and reconciles accounts with appropriate adjustments.  Requires independent judgement and critical thinking skills related to completing applications to third party payors.  Coaches, assigns work, assists manager with monitoring of employees productivity and quality of work.  Assists front-line staff with internal and external customer complaints.  Receives referrals from staff to handle difficult customer-related problems.

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. Is proficient in these activities and systems such that work is performed independently.

Minimum Requirements

• High school diploma or equivalent

• Must have experience as a Resource Counselor II or in an equivalent position for at least 12 months and obtained a “meets expectations’ on their last evaluation.

• Knowledge of basic medical terminology required. 

• Communication skills required to interview patients and families, to gather and exchange information with other hospital staff members, physicians, third party payors and resource persons.

• Requires experience as a Patient Access Representative II or Resource Counselor II or experience in an equivalent position in another organization.

• Concise written communication skills and computer knowledge

• Excellent verbal communication skills to maintain effective working relationships with patients and hospital staff.

• Ability to work in a busy, load 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:

• Proficiency in Microsoft Office Products

• Bilingual