Financial Advisor

Job Title: Financial Advisor

Department: Billing Office

Reports To: Director of Revenue Cycle

FLSA Satus: Non-Exempt

Date: 02/02/2023.

Position Summary:

The Financial Advisor will be responsible for communicating with patients and the billing office of outstanding balances and setting payment agreements.  The Financial Advisor ensures that operations are running smoothly and that patients are satisfied with the service received. Also, if the patients experience any problems with their care and file a complaint regarding any billing concerns, the Financial Advisor contacts involved parties and works to develop an appropriate solution. The Patient Advocate serves as a liaison between the team, other departments.

Essential Duties & Responsibilities:

• Handle and resolve escalated patient calls to ensure service recovery and positive outcome.
• Coordinates the daily activities of assigned team members.
• Oversees all incoming and outgoing patient calls to ensure maximum patient satisfaction.
• Maintain and approve payroll for employees.
• Review and approve adjustments to patient accounts.
• Identifies, prioritizes and implements improved processes to increase efficiency and effectiveness of the department.
• Sets up schedule and resources for orientation and staff development.
• Drives a culture of success through continuous role modeling and mentoring.
• Measures and documents employee performance on a daily basis and reviews overall performance monthly using the Quality Audit Program Tool.
• Responsible for fielding complaints about facility / clinical care, standards as well as HIPAA, red flag rules, and other problems that patients may have.  Must record complaints and forward to appropriate manager.
• Follow up with patients to ensure that appropriate changes were made to resolve patients’ problems.
• Coordinate and facilitate monthly department meeting to include meeting appointment and agenda.
• Keep records of customer interactions by recording details of inquiries, complaints, and comments as well as actions taken.
• Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes, such as incorrect billing information.
• Assist with interviewing, hiring, orienting, and training new staff.
• Promote patient loyalty and retention through quality Customer Service and quick resolutions.
• Ensure delivery of excellent customer service through communication, and coordinating with other departments to resolve issues.
• Complies with all applicable policies and procedures to meet CHIQ and company standards.
• Performs other duties assigned

Qualifications and Experience:

• 3-5 years experience in a health care setting
• Previous customer service experience
• Must be able to effectively communicate with customers both in person and over the telephone.

COMPUTER SKILLS

•  Intermediate computer skills  

CERTIFICATE/LICENSES

AHIMA as CCS or by AAPC as COC or CPC. 

KNOWLEDGE SKILLS AND ABILITIES: 

• Must possess knowledge of ICD-10-PCS coding guidelines , CPT/ HCPCS knowledge; Severity of Illness and Risk of Mortality codes; and to Query the Physicians, as appropriate.
• Prior coding experience in ICD-10-CM  likewise, diagnoses/procedure coding and HCPCS/CPT procedure coding in the acute care inpatient/outpatient hospital or professional services setting of E&M codes or E&M levels.  This aspect of the work is only 10% of the coding, the remaining is all facility/institutional coding.
• The hospital coding tools are manual and requires the coder to have full knowledge of ICD-PCS coding guidelines, this includes understanding the ICD-10 PCS structure, guidelines which includes:  signs and symptoms, section, body part, approach, device, root operation, body system and qualifiers
• The hospital charts are not all dictated, but are hand written, the coder must be able to work in a heavily manual environment
• Must have knowledge of and be able to code all types of patient medical records including: Hospital non physician Inpatient, Outpatient, Emergency Medicine, Behavioral Health, Observation, Infusion and Injections, Edits and Errors and Same Day Surgery.
• Must be able to achieve and maintain appropriate coding quality and productivity established in the Coding department policy and procedure at 95% proficiency
• Must have a strong understanding of computer applications and of automated encoder system.
• Must have knowledge of anatomy and physiology, medical terminology, surgical terminology, pharmacological terminology, patient care documentation terminology.
• Must have the analytical ability necessary to interpret data contained in records and to assign appropriate codes.
• Must be able to communicate effectively and have excellent customer service skills.
• Requires the ability to work well independently and demonstrate independent decision making abilities.
• Requires the ability to read, write and speak effectively in English.

Competencies:

• Professional Maturity: The ability to separate emotional feelings from the real issues at hand
• Responsibility: The ability to accept choices you have made and the results they have led to
• Communication: The ability to write and speak effectively; actively listens to others, and give feedback
• Flexibility: Demonstrate responsiveness and adaptability following change initiatives
• Intelligence: Understand information and apply new knowledge
• Energetic: Exhibits high levels of energy and enthusiasm
• Organized: Efficient in structuring tasks to be accomplished
• Computer Savvy: The ability to use technology efficiently and effectively
• Customer Service: The ability to enhance customer satisfaction
• Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization
• Integrity and Respect: Demonstrates upmost level of integrity
• Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situation, environmental and cultural dynamics within the situation
• Collaboration and Partnership: Encourages participation from team members
• Manages Change: Demonstrates flexibility with changing environments
• Problem Solving: Resolve issues in a timely manner
• Attention to Detail: Follows procedures to ensure entry of data
• Organization: Uses time efficiently by prioritizing and planning work activities
• Judgment: Ability to make independent decisions
• Teamwork: Works with others to accomplish objectives and shows support for decisions
• Quality: Sets high standards to ensure quality in work performed
• Accountability: Takes responsibility for adhering to all company policies, procures, and performance expectations

Physical Demands:

• The physical demands for this position include: adequate vision, hearing, and repetitive motion 
• Light physical activity performing non-strenuous daily activities of an administrative nature
• Ascending or descending stairs, ramps and the like, using feet and legs and/or hands and arms
• Substantial movements (motion) of the wrist, hands, and/or fingers in a repetitive manner
• Bending legs downward and forward by bending leg and spine