Financial Care Counselor-Commitment Bonus

At Duke Health, we're driven by a commitment to compassionate care that changes the lives of patients, their loved ones, and the greater community. No matter where your talents lie, join us and discover how we can advance health together.

About Duke Health's Patient Revenue Management Organization

Pursue your passion for caring with the Patient Revenue Management Organization, which is Duke Health's fully integrated, centralized revenue cycle organization that supports the entire health system in streamlining the revenue cycle. This includes scheduling, registration, coding, billing, and other essential revenue functions.

FINANCIAL CARE COUNSELOR - PRE-VISIT COLLECTIONS
Duke University Health System - Patient Revenue Management Office (PRMO) is seeking to hire aFinancial Care Counselor for the Pre-visit Collections team who will support our mission of Advancing Health Together. The Financial Care Counselor is a vital part of the patient care team and is responsible for revenue cycle patient access activities, including but not limited to financial counseling, creating patient estimates, analyzing and validating these estimates, and verifying benefits; the role involves active engagement in inbound and outbound phone calls. Financial Care Counselors improve the patient experience by providing insight into insurance plan requirements, identifying and correcting insurance registration errors, and contributing to registration quality improvements.

Duties and Responsibilities:

* Research to ensure patient information is complete and to identify services being provided to create accurate estimates.
* Verify and complete insurance benefit information using current eligibility vendors or other available online tools; verify by phone if online resources are exhausted.
* Update patient registration details when demographics, new insurance, or insurance changes are identified.
* Generate an estimate for identified services using the approved estimation tool.
* Enter the estimated patient liability in Maestro Care under Pre-Visit Estimate Info in the patient's record.
* Accurately complete patient accounts according to departmental protocols, policies, procedures, and in compliance with regulatory agencies.
* Make outbound calls to patients regarding estimates for upcoming visits or appointments, using the approved script.
* Handle inbound calls from prospective patients who are price shopping, providing estimates for potential services.
* Collect estimated patient liabilities and offer financial counseling, including explaining coverage and insurance benefits, how benefits relate to estimated liabilities, informing patients of all account balances, collecting liabilities, or noting if follow-up is needed at the point of service.
* Educate patients about financial assistance and available payment options.
* Record all patient interactions in Epic under Pre-Visit Estimate Info/Pre-Payment notes and update the Estimate Call Result field to indicate if follow-up at arrival is required.
* Participate in team meetings and work culture initiatives.
* Review and ensure compliance with PRMO and departmental policies and procedures.
* Identify and communicate opportunities for team process improvements.
* Perform other related duties incidental to the work described herein.

Knowledge, Skills, and Abilities:

* Strong verbal and written communication skills are essential.
* Basic PC skills and data entry experience.
* Knowledge of medical terminology.
* Ability to organize and prioritize tasks.
* Ability to interact, tactfully and courteously with the public.
* Ability to apply departmental policies, rules, and regulations regarding patient information verification, payment collection, and record maintenance.
* Ability to build and maintain effective working relationships.
* Knowledge of general accounting principles.
* Ability to interpret insurance carrier guidelines and plans.

Minimum Qualifications:

Duke is an Equal Opportunity Employer committed to providing employment opportunities without regard to age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and related conditions), sexual orientation, or military status.

Duke aims to foster a community built on collaboration, innovation, creativity, and belonging. Our collective success relies on the vibrant exchange of ideas, which is most effective when our diverse perspectives, backgrounds, and experiences are embraced. It is vital that all community members feel secure and welcome, that everyone's contributions are respected, and that all voices are heard. Upholding these values is the responsibility of every member.

Essential Physical Job Functions: Certain roles at Duke University and Duke University Health System may require specific physical and/or mental abilities. Additional information and accommodation requests will be provided by each hiring department.

Education:
Work requires knowledge of basic grammar and mathematical principles generally obtained through a high school education, with some postsecondary education preferred. Additional training or relevant work experience is advantageous.

Experience:
Two years of experience working in hospital service access, clinical service access, a physician's office, or billing and collections. Alternatively, an associate's degree in a healthcare-related field with one year of experience working with the public, or a bachelor's degree with one year of experience in similar settings.
Degrees, Licenses, Certifications:
None required.

Duke University Health System - Patient Revenue Management Office (PRMO) seeks to hire aFinancial Care Counselor for the Pre-visit Collections team who will embrace our mission of Advancing Health Together. The Financial Care Counselor is an integral part of the patient care team and is responsible for the revenue cycle patient access activities related to, but not limited to, financial counseling, creation of patient estimates, analysis and validation of patient estimates, and verification of benefits, and is actively engaged in inbound and outbound phone calls. Financial Care Counselors enhance the patient experience by providing insight to patients regarding the requirements of their insurance plans and are responsible for identifying and correcting insurance registration errors and contributing to registration quality improvement.

• Research to ensure patient information is complete and to identify services being rendered to create an accurate estimate.
• Verifies and completes insurance benefit collection using current eligibility vendors or other available online tools; verifies by telephone when online resources are exhausted.
• Updates patient registration information when demographics, new insurance, or insurance changes are identified.
• Creates an estimate for identified services using the approved estimation tool.
• Populates estimated patient liability information in Maestro Care, under Pre-Visit Estimate Info in the patient's account.
• Accurately complete patient accounts based on departmental protocol, policies, and procedures, and in compliance with regulatory agencies.
• Makes outbound calls to contact patients regarding estimates for upcoming visits/appointments, using the approved scripting.
• Receives inbound calls from prospective patients who are price shopping and provides an estimate for potential services.
• Collects estimated patient liability and provides financial counseling, to include explaining coverage/insurance benefits and how benefits relate to estimated patient liability, informs the patient of all account balances, collects patient liabilities, or indicates the patient requires follow-up at the point of service.
• Provides education about financial assistance and payment options available to Duke patients.
• Documents all patient conversations in Epic under Pre-Visit Estimate Info/Pre-Payment notes and updates the Estimate Call Result field with the appropriate response to alert POS staff if/when follow-up at arrival is required.
• Participates in team meetings and work culture initiatives.
• Reviews and maintains compliance with PRMO and departmental policy and procedure.
• Identifies and communicates opportunities for team process improvement.
• Perform other related duties incidental to the work described herein.

• Strong verbal and written communication skills are mandatory.
• Basic PC skills/data entry experience.
• Medical terminology knowledge.
• Ability to organize and prioritize.
• Ability tointeract tactfully and courteously with the public.
• Ability to apply specific departmental policies, rules and regulations relating to verifying patient information, collecting payments and maintaining records and forms.
• Ability to establish and maintain effective relationships with other personnel. *
• General accounting principles.
• Ability to understand and interpret insurance carrier guidelines and plans.

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy-related conditions), sexual orientation or militarystatus.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends onthe robust exchange of ideas-an exchange that is best when the richdiversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of thecommunity feel secureand welcome, that the contributions of allindividuals are respected, and that all voices are heard. All members ofour community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University andDuke University Health System may include essential job functions thatrequire specific physicaland/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Work requires knowledge of basic grammar and mathematical principles normally required through a high school education, with some postsecondary education preferred. Additional training or workingknowledge of related business.

Two years' experience working in hospital service acce ss, clinicalservice access, physician office or billing and collections. Or, an associate's degree in a healthcare-related field and one year of experience working with the public. Or, a bachelor's degree and one year of experience working with the public.

None required

Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends onthe robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.