What are the responsibilities and job description for the Checkout Coordinator / Patient Financial Counselor position at North Florida Surgeons, P.A.?
Position Summary
The Checkout Coordinator/Patient Financial Counselor is responsible for providing an exceptional patient experience at the conclusion of each visit while ensuring patients understand their financial responsibilities and insurance benefits. This position serves as the primary point of contact for scheduling follow-up care, collecting patient payments, reviewing insurance coverage, obtaining authorizations when appropriate, and educating patients on their financial obligations. The ideal candidate is customer-focused, detail-oriented, and knowledgeable in medical insurance, reimbursement, and patient financial counseling.
Essential Duties and Responsibilities
Patient Checkout
• Complete patient checkout following each office visit.
• Schedule follow-up appointments.
• Ensure all follow-up visits have active referrals, if needed.
• Provide patients with visit summaries and any required instructions.
Patient Financial Counseling
• Verify and explain patient insurance benefits, including deductibles, coinsurance, copays, and out-of-pocket maximums.
• Provide cost estimates for office visits, procedures, and surgeries.
• Educate patients regarding their financial responsibility prior to services being rendered.
• Discuss payment options, payment plans, and financing programs when applicable.
• Collect copays, deductibles, coinsurance, prior balances, deposits, and self-pay amounts.
• Accurately post payments and reconcile daily collections according to practice policy.
• Maintain patient confidentiality while discussing financial information.
Insurance and Benefits
• Review insurance eligibility and benefits.
• Explain insurance coverage limitations and exclusions.
• Identify services requiring prior authorization and communicate with appropriate staff.
• Verify referral requirements and notify patients of any outstanding requirements.
• Assist patients in understanding coordination of benefits, secondary insurance, and self-pay options.
• Communicate with insurance companies as needed to clarify benefit information.
Telephone Responsibilities
• Answer incoming telephone calls promptly and professionally.
• Assist patients with appointment scheduling, rescheduling, and cancellations.
• Respond to patient inquiries regarding appointments, insurance benefits, billing, financial responsibilities, and office policies.
• Route calls and messages to the appropriate provider or department.
• Document telephone encounters accurately in the electronic medical record (EMR).
• Return patient calls in a timely manner and provide appropriate follow-up.
• Maintain excellent telephone etiquette while delivering exceptional customer service.
Customer Service
• Deliver outstanding customer service with professionalism and compassion.
• Address patient questions regarding billing, insurance, and financial policies.
• Resolve patient concerns or escalate issues appropriately.
• Maintain a positive and welcoming environment while ensuring patient privacy.
Administrative Responsibilities
• Document financial counseling discussions within the electronic medical record (EMR).
• Maintain accurate patient demographic and insurance information.
• Assist with work queues related to insurance verification, estimates, and collections.
• Ensure compliance with HIPAA and organizational policies.
• Participate in process improvement initiatives and staff training.
Qualifications
• High school diploma or equivalent required.
• Minimum of 2 years of experience in a medical office, preferably a surgical or specialty practice.
• Previous experience with patient financial counseling and insurance benefits verification preferred.
• Experience with electronic medical records (EMR), preferably athenahealth.
• Knowledge of CPT, ICD-10, medical terminology, and insurance reimbursement processes preferred.
Knowledge, Skills, and Abilities
• Strong understanding of commercial insurance, Medicare, Medicaid, Workers’ Compensation, and managed care plans.
• Knowledge of deductibles, coinsurance, copays, out-of-pocket maximums, and benefit verification.
• Excellent communication and interpersonal skills.
• Strong customer service and conflict resolution abilities.
• Ability to explain complex insurance information in an easy-to-understand manner.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office and EMR software.
Physical Requirements
• Ability to sit, stand, and walk throughout the workday.
• Ability to use a computer and standard office equipment for extended periods.
Performance Expectations
• Consistently provide excellent patient service.
• Maintain high accuracy in scheduling, benefit verification, and payment collection.
• Meet practice goals for point-of-service collections.
• Protect patient confidentiality and comply with all HIPAA regulations.
• Demonstrate professionalism, teamwork, accountability, and integrity in all interactions.