Patient Financial Counselor

A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

Michigan Medicine improves the health of patients, populations and communities through excellence in education, patient care, community service, research and technology development, and through leadership activities in Michigan, nationally and internationally.

Our mission is guided by our Strategic Principles and has three critical components; patient care, education and research that together enhance our contribution to society.

Under general supervision, assist patients, families and internal customers of Michigan Medicine with a broad range of financial activities. Includes assisting patients and families with Hospital and Professional billing and insurance concerns, pre-screening eligibility for MSupport, cash collections, establishing payment agreements, providing Hospital and Professional charge estimates, and collaborating with various billing departments, specialty clinics, hospitals, and health centers on all related billing concerns.

Works independently and efficiently to assist families. Independently prioritizes work to achieve the best financial experience for patients and families. This position provides extraordinary seamless financial services to internal and external customers. This position works remotely in a high volume call center environment.

• Provide exceptional customer service to all patients/callers by offering assistance and ensuring customer satisfaction
• Depending on assignment, answers patient calls for at least 80% of workday, effectively responds to patient inquiries via telephone encounter or through the patient portal, returns patient calls left on department voicemail, responds to patient correspondence received via mail, or works on accounts with early out vendor
• Sees walk-in and scheduled patients and their families,
• Answers inbound customer phone calls for patients requiring financial assistance and direction/education
• Works closely with inpatient staff (i.e. providers, social workers, admin managers) to resolve complex accounts and accounts sensitive in nature requiring high level of business acumen, empathy and personal integrity
• Help eligible patients and families apply for Healthy Michigan Plan, Children Special Health Care Service, Medicaid and Washtenaw Health Plan
• As a Certified Application Counselor through the Affordable Care Act, assist with private Health Insurance Marketplace applications and plan selection
• Provide charge and out-of-pocket estimates for medical procedures and episodes of care
• Ability to educate and explain to customers financial related items such as referrals, authorizations, waivers and Advanced Beneficiary Notices (ABNs)
• May serve as a liaison in the community, providing education and offering financial assistance
• Serve as the point person who links various areas of a complex health system into seamless service, coordinating communication between internal and external customers
• Investigate patient financial problems to discover root causes and possible solutions via various hospital and payer systems
• Read and interpret insurance plan benefits; explain benefits to patients, families and internal customers and interpret Michigan Medicine insurance plan participation status and explain how contract status impacts patient's/family's out-of-pocket costs
• Investigate and resolve issues with third party payers including Medicare, Medicaid, Blue Cross/Blue Shield, commercial plans, motor vehicle coverage, worker's compensation and COBRA
• I…