Patient Financial Counseling Team Lead

4 weeks ago

Park, Canada Boston Medical Center Full time

Position: Patient Financial Counseling Team Lead (Quincy)

Department: Financial Counseling

Schedule: Full Time, Multi-site

:
This position is a resource to the Patient Financial Counseling Supervisor and leadership team, as well as front line Patient Financial Counselors. The team leader is responsible for providing support to all front end team members within the PFC department and ensure that all areas are covered as needed. The Patient Financial Counseling Supervisor and the team lead is responsible for ensuring patient registration, billing information is complete and accurate and providing underinsured patients with financial assistance measures to reach coverage with Medicaid or other payers. Provides support as needed in different areas of PFC as needed. Must be able to function in both central and pod/treatment are environments. Performs full registration and obtains, verifies and records personal, demographic, financial and visit-specific clinical information. Prioritizes and multi-tasks in a hectic and fast-paced clinical environment.

The Patient Financial Counseling Team Lead will embody BMC’s mission, vision, and values and follow policy and procedure regarding BMC’s billing and collection practices and the Certified Application Counselor Designation Agreement between BMC and MassHealth. All team members within Patient Access Services are expected to maintain a Quality Assurance score of 95% or greater. Provides assistance to the Patient Financial Counseling Supervisor in the interviewing and hiring of new team members and assists in new hire orientation. Will provide in-services, daily huddle leads and refresher training support for existing team members.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required)

JOB REQUIREMENTS

EDUCATION:

- High School Diploma/GED

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

- MassHealth’s Certified Application Counselor and maintain certification renewal annually required.

EXPERIENCE:

- 3+ years of hospital registration or financial assistance related experience or 5 years customer service experience.
- Bilingual persons and persons with hospital and/or healthcare experience strongly preferred.

KNOWLEDGE AND SKILLS:

- Sound judgment and critical thinking
- Ability to prioritize and handle multiple tasks in a very busy environment
- Strong organization and follow-through skills
- Basic computer literacy required
- Accuracy and attention to detail
- Ability to work independently and as a part of a team
- Strong customer service and interpersonal skills
- Strong communication skills
- Must be flexible and able to function within a team
- Ability to maintain composure in stressful circumstances
- Basic computer skills and/or facility to learn computer skills required for MS Outlook, Epic
- Demonstrates professionalism, maturity, and confidence needed to work effectively in a diverse, multi-cultural, and decentralized environment.
- Displays strong, consistent communication skills, (oral and written), interpersonal skill, and record keeping skills.
- Displays strong organizational skills with ability to manage multiple tasks simultaneously; prioritize work assignments appropriately; and complete follow up task timely.
- Demonstrates strong work ethic and ability to meet performance goals for productivity and outcomes with mínimal direct supervision.
- Demonstrates critical thinking and sound judgment in addressing and resolving barriers, issues, or concerns identified.
- Requires strong technical computer skills and proficiency in utilizing Epic and external database systems to research cases and successfully assist patients in securing active coverage.
- Displays exceptional customer skills and the ability to engage patients, family members, and team members respectfully, with empathy and cultural sensitivity.

ESSENTIAL RESPONSIBILITIES / DUTIES:

- Delivers outstanding customer service to both internal and external customers.
- Ensures the integrity of the data in the hospital’s information system with respect to patient demographic, insurance and admission information.
- Verifies patient insurance using various methods.
- Applies knowledge of payer requirements and guidelines to ensure effective reimbursement.
- Participates in holiday coverage rotation.
- Conducts patient interviews.
- Secures patient valuables.
- Documents accurate information on all patient accounts to ensure an effective workflow throughout the organization.
- Demonstrates ability to handle difficult situations by using effective problem solving skills.
- Serves as a resource for patients and others with questions regarding registration, insurance eligibility and patient admission.
- Collects insurance copays from patients.
- Collaborates with others to ensure a posit

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