Financial Counselor II Location Orlando, FL (South Orange area) : Position Summary: At Orlando Health, we are ordinary people with extraordinary individuality, working together to bring help, healing and hope to those we serve. By daily embodying our over 100-year legacy, we have grown into a 3,900-bed healthcare organization that delivers care for more than 142,000 inpatient and 3.9 million outpatient visits each year. Our 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities serve communities that span Florida's east to west coasts and beyond. Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it's our promise to you 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. Responsibilities: 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. Identifies customer service issues and resolves or initiates necessary follow-up. Efficiently and accurately gathers and inputs patient/guarantor demographic and financial information. Explains necessary forms and obtains signatures from patient/guarantor. Contacts appropriate payers, verifying benefits and obtaining necessary authorizations. Utilizes appropriate reports to contact insurance payers for resolution to accounts that are pending or denied. Explains insurance benefits and collects co-pays, deductibles and self-pay portions due. Collects for related professional care when appropriate. Collects outstanding balances due from previous accounts or establishes payment arrangements for these balances as appropriate. Able to answer basic customer billing questions. Contacts Primary Care or Admitting Physician to obtain authorizations, diagnosis, and procedure detail as necessary. 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. Maintains a working knowledge of third party reimbursement requirements and regulations. Exhibits working knowledge in the use of all registration and scheduling 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 department cashiering functions and point of service transactions. Collects and inventories patient valuables following policy guidelines. Maintains a working knowledge of the medical necessity screening process and appropriate systems. Maintains a working knowledge of ICD-10 and CPT codes. Performs appropriate pre-registration functions including calling physician offices, insurance payers and the patient/guarantor, as necessary. Cross-trained with appropriate knowledge and skills necessary to staff multiple areas within department, including but not limited to Front Desk, Admitting Office, Cashier, Insurance Verification, Floor Representatives, Pre-Registration, Scheduling and Emergency Department Business Office. Participates in training of new team members. When performing scheduling functions maintains open communication with physicians and their offices, patients, all ancillary and surgical areas to include scheduling, rescheduling and cancellations of single/multiple tests and procedures. When performing scheduling functions provide patients with thorough and accurate procedure information. Works with Nursing, Ancillary, Scheduling, Case Management, Social Workers, Managed Care Companies, Physicians, Administration, Patient Accounting, HIM and other departments as needed. Maintains departmental logs for statistical reporting. Works departmental reports as assigned. Exhibits working knowledge in the use of the telephone system, scanners, printers, copy machine, fax machine, and paging systems. 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. Participates in internal department committees. Responsible for reviewing and adhering to all Patient Financial Services and departmental education initiatives. Meets all corporate and Patient Financial Services annual recertification and education requirements. Assists his/her manager in planning and organizing department activities. Qualifications: Education/Training High School or equivalent. Must complete Corporate and Patient Financial Services Orientation programs and annual education requirements. Experience 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.