Financial counselor / pa customer service

Skills/Desired Attributes:

• Positive outlook
• Excellent oral and written communication skills; self-directed, with a spirit of team support and success
• Flexible
• Detail oriented
• Computer literacy including Microsoft Office and Excel
• Experience and interest in problem resolution and process improvement; Creative thinker; Analytical skills
• EPIC experience a plus
• Basic medical terminology
• Ability to perform in a production environment with a high-quality output of work
• Able to sit for 90% of the day

Education: High School Diploma or GED is required, Associates Degree preferred

Experience: Minimum of one (2) year recent homecare, healthcare and/or call center experience preferred

We take great care of careers. With locations around the state, Hartford HealthCare offers exciting opportunities for career development and growth. Here, you are part of an organization on the cutting edge – helping to bring new technologies, breakthrough treatments and community education to countless men, women and children. We know that a thriving organization starts with thriving employees-- we provide a competitive benefits program designed to ensure work/life balance. Every moment matters. And this is your moment. Every day, more than 40,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here.

Work where every moment matters. Every day, more than 40,000 Hartford HealthCare colleagues come to work with one thing in common: Pride in what we do, knowing every moment matters here. We invite you to become part of Connecticut’s most comprehensive healthcare network. The creation of the HHC System Support Office recognizes the work of a large and growing group of employees whose responsibilities are continually evolving so that we and our departments now work on behalf of the system as a whole, rather than a single member organization. With the creation of our new umbrella organization we now have our own identity with a unique payroll, benefits, performance management system, service recognition programs and other common practices across the system.

Position Summary: Hartford HealthCare (HHC) conducts a comprehensive review of scheduled appointments to ensure financial clearance requirements are met and reimbursement opportunities are optimized. This role requires strong communication skills and extensive patient interaction via phone, email, and other communication channels. The position strengthens the financial relationship with patients by providing pricing transparency, educating patients on their financial responsibility, and assisting them in understanding and fulfilling their financial obligations prior to service. The Financial Counselor is responsible for reviewing accounts through work queues, verifying payer information and filing order, and ensuring accounts are financially cleared for scheduled services. This is a high-volume, phone-intensive role focused on providing cost of care estimates, educating patients on anticipated out-of-pocket expenses, and collecting patient cost share prior to service whenever possible. Financial Counselors assist patients with payment options, promote financial transparency, and collaborate with clinical teams, business partners, and insurance payers to maximize pre-service collections, support revenue cycle goals, and help prevent claim denials.

Hybrid-Telecommuting Position

Position Responsibilities:

• Strong verbal communication and phone handling skills required.
• Exceptional phone presence and ability to manage sensitive conversations effectively.
• Validate accuracy of payer information; document payer source data
• Compile financial data required to verify accuracy of client’s fee source/method of payment to assure timely reimbursement
• Prepare a price estimate and communicate the uninsured or out-of-pocket expenses including co-pays, deductibles, and co-insurance to consumers
• Initiate process of insurance verification for all payers
• Contact insurance companies to investigate coverage and obtain pre-authorization/authorization for emergent admissions and other scheduled services within scope
• Document detailed pertinent information related to authorization activity while meeting established requirements in an effort to facilitate payer follow up and support denial dispute
• True to HHC Mission and Values, demonstrate positive and effective relationships across the continuum and support a coordinated care experience including timely and accurate communication with internal and external business partners
• Collaborate and communicate with transitional care staff, clinical colleagues, medical offices and business partners
• Adherence to the practice of confidentiality, HIPAA and other state/federal regulations. Ensure compliance with regulatory and agency policies and procedures
• Demonstrate H3W Leadership behaviors and supports culture and team building initiatives.