Responsibilities The Financial Counselor assists patients and their families with a host of services to ensure that the process of collecting payments is fully explained and is as comfortable as possible. Essential Functions - Understands the importance Orlando Health places on providing exemplary customer service and performs job functions in a manner that helps meet the department customer service goals. - Demonstrates a positive and professional approach and communicates effectively with customers and team members at all times. - Efficiently and accurately gathers and inputs patient/guarantor demographic and financial information - Contacts Primary Care or Admitting Physician to obtain authorizations, diagnosis, and procedure detail as necessary. - Explains necessary forms and obtains signatures from patient/guarantor. - Contacts appropriate payers, verifying benefits and obtaining necessary authorizations. - Explains insurance benefits and collects co-pays, deductibles and self-pay portions due. - Collects for related professional care when appropriate. - Documents authorization and benefit information in registration system. - Assembles patient record and obtains copies of relevant documents including insurance cards, photo identification cards and any advance directives. - Demonstrates a basic knowledge of third party reimbursement requirements and regulations. - Exhibits competency in the use of all registration systems, electronic verification tools and Web based resources. - Follows Patient Financial Services self-pay policies including completion of Guarantor Financial Statement Application, explanation of payment options and collections of monies due. - Follows Patient Financial Services policies related to cash handling. - Performs basic individual cashiering functions. - Collects and inventories patient valuables following policy guidelines. - Maintains basic understanding of the medical necessity screening process and appropriate systems. - Performs appropriate pre-registration functions including calling physician offices, insurance payers and the patient/guarantor, as necessary. - Maintains departmental logs for statistical reporting. - Consistently meets Quality Assurance standards set by Patient Access and the department. - Meets departmental goals regarding collections, productivity and customer service. - Maintains flexibility in work schedule availability that allows department to change/modify work schedule to meet departmental needs. - Meets federal, state and hospital requirements related to compliance issues. - Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards. - Maintains compliance with all Orlando Health policies and procedures. Other Related Functions - Attends and participates in department staff meetings and attends other meetings as assigned. - Responsible for reviewing and adhering to all Patient Financial Services and departmental education initiatives. Qualifications Education/ Training - High School or equivalent. - Must complete Patient Financial Services Orientation program and annual educational requirements. Experience Required - Two (2) years’ experience in a financial, business office, or customer service environment required. - Proficient in Windows Microsoft Office-based products (Word, Excel, PowerPoint). - Typing proficiency. - One (1) year PC/ Windows experience.