Resource Counselor II

If you are a current University Health or University Health Physicians employee and wish to be considered, you must apply via the internal career site.

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Serves as front-line representative for the organization by interviewing patients and/or other sources to screen and obtain demographic and financial data which will link patients to clinical and financial systems of the hospital. Communicates health benefit regulations and patient financial obligation to responsible parties. Communication may occur in a variety of settings - face to face, over the phone, bedside, within the ambulatory clinics, or via online tools.

Responsibilities include the following: performs and records billing, insurance and collection activities for hospital patient accounts. Monitors and reconciles accounts with appropriate adjustments. Makes referrals to appropriate financial resources. Has thorough knowledge of the organization's Financial Assistance Program, Medicaid, Crime Victims Assistance and Social Security Disability programs to be able to assist patients in completing appropriate applications and to assist a Resource Counselor I. Requires independent judgment and critical thinking skills related to completing applications to third party payers. Assists with training and mentoring of new staff. Works on reports as needed. Displays a team attitude and helps co-workers with the decision-making process.

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. 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.

Required:

• High school diploma or GED.
• Six months customer service experience
• Concise written and verbal communication skills.
• Skills to interview patients and families for purpose of gathering and exchanging information with other hospital staff members, physicians, third party payers and resource persons.
• Advanced computer, keyboard, Outlook, Word and office communication skills required of Resource Counselor I.
• Ability to perform basic math (add, subtract, multiply, divide).
• 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:

• Knowledge of basic medical terminology preferred.
• One year minimum experience as Resource Counselor I
• At least one year experience as a Patient Accounts Representative and/or Patient Access at UH or another similar organization and/or one year of accounting experience.
• Basic Microsoft Excel knowledge
• Bilingual