Finance - Member Financial Counselor

Member Financial Counselor

Job Summary:

The Member Financial Counselor will directly support Arch Well Health members with signing up for state and federal assistance programs to aid members in optimizing benefits they are eligible to receive, in addition to providing support for member finance inquiries for Arch Well Health and non-Arch Well Health medical bills. This role will require technological proficiency and the ability to competently navigate the requirements of the health plans, state and federal assistance programs.

This role will have a significant data input component to ensure success of the program is captured and understood across Centers and Markets. This is a professional role where ongoing feedback will be provided and working closely with the Member Financial Counseling leadership is a requirement.

• Connect with members over the phone to assist in completing paperwork for eligibility determination, enrollment, and recertification of state and federal programs; including but not limited to Medicaid, D-SNP, Medicaid and Medicare Savings Program (MSP), Low-Income Subsidy (LIS), Supplemental Nutrition Assistance Program(SNAP), and Low Income Home Energy Assistance Program (LIHEAP)
• Provide member support in a contact center environment, meeting established productivity, quality, service, and compliance standards while delivering effective solutions that achieve desired member outcomes, support financial well-being, and enhance the overall member experience.
• Intake/initiate inbound and outbound calls with members to provider education, resolve benefit-related concerns, and identify opportunities for enhanced coverage
• Proactively identify members who are eligible for the programs available to reduce member financial responsibility
• Receiving inbound calls from members during established coverage windows
• Evaluate, research and document financial histories of patients in relation to Medicaid and other state/federal program regulations.
• Enter/update data into various internal and external systems (financial management system, Medical Eligibility Program database, etc.). Inputs necessary data to assist in the necessary capture for reporting.
• Contact physicians, nurses, social workers, employers, banks, etc. to obtain appropriate medical, legal and financial information to complete Medicaid.
• Support Arch Well Health Cost Share Assistance Program
• Exercise and maintain patient confidentiality by complying with all federal, state, and local statues or other agency regulations pertaining to confidentiality and patient’s right to privacy.
• Other related duties as directed by financial program leader.

• Strong working knowledge of Medicaid, SNP and assistance programs, eligibility requirements and procedures for multi-state and federal programs
• Strong understanding of state and federal assistance programs, including Medicaid, and managed care plan enrollment and participation requirements, with multi-state Medicaid experience preferred
• Excellent verbal communication and active listening skills, with the ability to conduct effective member conversations, assess needs, provide education and guidance, and influence positive member outcomes
• Ability to partner and communicate with stakeholders in a professional manner
• Strong organization and written communication skills
• Excellent problem-solving skills
• Proven performance results, decision making and judgement
• Strong PC skills with ability to navigate state benefit portals and eligibility systems.
• Must understand medical insurance to be able to discuss and explain balances, deductibles, co-pays, co-insurance. Ability to read and interpret an explanation of benefits (EOB).
• Ability to understand and present data
• Ability to communicate well with all levels of staff, providers, patient referral sources, and members
• Occasional travel required (5-10%)

• Bachelor’s degree preferred, or equivalent experience; H.S. diploma or equivalent required
• Minimum of 3 years experience related to Medicaid and other assistance program eligibility required
• Advanced working knowledge of Medicaid, Medicare Advantage, and other state and federal benefits programs serving seniors, including eligibility requirements, enrollment processes, benefit coordination, and plan selection.
• Ability to independently guide members through benefits counseling and enrollment activities.
• Experience with multi-site healthcare delivery organizations desired
• Experience with…