Patient Financial Counselor

What You'll Do

As a Patient Financial Counselor, you will serve as a trusted Patient Financial Navigator, helping patients understand and manage the financial aspects of their healthcare. You will provide compassionate guidance, explain complex financial information in clear and understandable terms, and connect patients with resources that help remove financial barriers to care.

In this role, you will:

Patient Financial Navigation

• Guide patients and families through the financial aspects of healthcare using compassionate, respectful, and patient-centered communication.
• Prepare and explain cost estimates, including anticipated insurance payments, deductibles, copays, coinsurance, non-covered services, and estimated patient responsibility.
• Review insurance benefits, eligibility responses, authorizations, account balances, prior payments, and other financial information to provide accurate guidance.
• Help patients make informed financial decisions before and after receiving services.

Financial Assistance & Coverage Support

• Screen patients for Medicaid, Marketplace coverage, hospital financial assistance programs, presumptive eligibility, payment plans, and other available resources.
• Assist patients with completing financial assistance, charity care, and coverage applications.
• Gather supporting documentation and communicate application status, next steps, and outcomes.
• Review financial assistance requests and process determinations within established policies and delegated authority.
• Escalate complex situations and exceptions to leadership as appropriate.

Payment Arrangements & Patient Advocacy

• Establish payment arrangements that align with organizational policies and the patient's individual circumstances.
• Clearly explain payment expectations, due dates, available payment methods, and financial obligations.
• Provide proactive outreach and financial counseling for uninsured, underinsured, high-balance, elective, and medically complex patients.
• Advocate for equitable access to care by helping patients identify resources that reduce financial barriers.

Account Resolution & Collaboration

• Respond to patient questions regarding statements, insurance processing, financial assistance, payment plans, refunds, and collection activities.
• Research account concerns and coordinate resolutions with the appropriate departments.
• Partner with Patient Access, Prior Authorization, Billing & Insurance, Payment Posting, Revenue Integrity, and clinical departments to ensure patients receive consistent and accurate information.
• Coordinate with insurance verification and authorization teams when coverage or network considerations may impact services.

Compliance & Documentation

• Accurately document all patient interactions, applications, determinations, payment arrangements, referrals, and follow-up activities.
• Maintain current knowledge of financial assistance policies, price transparency requirements, Good Faith Estimates, the No Surprises Act, payer practices, and applicable federal and state regulations.
• Protect patient confidentiality and ensure compliance with HIPAA and organizational policies.
• Support departmental projects, cross-training initiatives, and other Patient Financial Services functions as assigned.
• Perform all other duties as assigned.

What We're Looking For

We're seeking a compassionate, detail-oriented professional who enjoys helping patients navigate complex financial situations. The ideal candidate combines empathy with strong analytical skills and can communicate financial information in a way that empowers patients to make informed decisions about their care.

Required Education

• High School Diploma or equivalent

Preferred Education

• Associate or Bachelor's degree in Business, Healthcare, Human Services, Finance, or a related field

Required Licenses & Certifications

• Certified Revenue Cycle Representative (CRCR) certification within 18 months of hire

Required Skills & Qualifications

• Strong interpersonal skills with the ability to build trust and rapport with patients and families
• Ability to explain complex financial and insurance information in plain language
• Sound judgment, attention to detail, and ability to maintain confidentiality
• Strong organizational and time-management skills
• Ability to manage multiple priorities and follow through on commitments
• Excellent written and verbal communication skills
• Commitment to patient advocacy, service excellence, compliance, teamwork, and financial stewardship
• Ability to handle sensitive financial discussions with professionalism and empathy

Preferred Experience

• One year of experience in patient access, patient accounts, insurance, financial counseling, customer service, social services, banking, or a related field
• Knowledge of health insurance benefits, patient responsibility, financial assistance programs, payment plans, and patient billing processes
• Experience with Epic or a comparable healthcare information system
• Experience using eligibility tools, payer portals, and Microsoft Office applications