Patient Financial Access Counselor
Yale New Haven Health | |
United States, Connecticut, Greenwich | |
5 Perryridge Road (Show on map) | |
Dec 02, 2024 | |
Overview
To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day. The Patient Financial Access Counselor is responsible and accountable for coordinating the activities of the patient account from the point of initial contact through account resolution. This position will be the first face-to-face point of contact for our inpatients and will be able to provide services at all points of entry. Works closely with the patients, families, outside departments and third party payers to ensure compliance to individual requirements to expedite the timely collection of the accounts receivable and protect the patient and the Hospital from unnecessary financial loss. Is knowledgeable of various third party benefits and is proficient in understanding the electronic eligibility systems in order to educate patients of their benefits and attempt to collect balances due. Works independently and under varying circumstances to address the specialized needs of our self-pay, underinsured and undocumented resident patient population to identify resources for assistance that will protect the patient and the Hospital from unnecessary financial loss. Responsible to initiate the financial assistance application and navigate the patient through the process until resolution. This position is responsible for the effective outcome on accounts, being proficient and up to date in State and Federal regulations in order to successfully navigate various Social Service agencies (i.e. the Department of Social Services, Social Security, etc.) to expedite prompt resolution from the point of initial contact through final determination. Working in collaboration with the Care Management and Social Work Departments, this position formulates solutions to respond to non-clinical customer requests, resolving issues and obstacles while meeting the changing demands and priorities of the hospital and third party environments. Also responsible to identify trends and offer solutions to improve customer satisfaction and ensure a positive patient experience under sometimes difficult and life changing situations. Is proficient in all areas of In Patient Access including Emergency Department registration and responsibilities involve working all shifts including weekends and holidays at needed. EEO/AA/Disability/Veteran Responsibilities
Qualifications EDUCATION High school diploma or GED required. Associate degree or more than 2 years in a customer service environment preferred. Certified Healthcare Access Associate (CHAA) through the National Association of Healthcare Access Management (NAHAM) or Certified Revenue Cycle Specialist (CRCS) through AAHAM required within 18 months of hire. EXPERIENCE Three (3) to four (4) years' experience in Access at YNHH or related environment with strong customer service and third party insurance background. Must demonstrate a strong working knowledge of all Access areas. Experience in resolving complex issues regarding patient accounts in a timely fashion. LICENSURE Certified Healthcare Access Associate (CHAA) through the National Association of Healthcare Access Management (NAHAM) or Certified Revenue Cycle Specialist (CRCS) through AAHAM required within 18 months of hire. SPECIAL SKILLS Self-directed, well organized and exhibiting excellent interpersonal and team oriented skills with the ability and desire to educate and advocate for patients and their families. Ability to identify and solve problems independently. Must be able to multitask and reprioritize in response to fluctuations in volume. Excellent interpersonal skills and ability to build rapport with a wide variety of individuals including clinical staff in order to meet the patient's needs. Excellent investigative, critical thinking and problem solving skills. Advanced computer skills and the ability to adapt to various programs/systems. Expert knowledge of Microsoft Office, Word, and Excel. Demonstrated proficiency in understanding registration work queues that affect workflow. Must be able to provide training or in-service to other staff and areas within the department and Hospital. Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional Behavior with the ability to communicate complex requirements across clinical and financial disciplines. YNHHS Requisition ID 133091 |