Patient Financial Counselor Manager

Join our team committed to the highest quality health care!

JOB RESPONSIBILITIES:
The Manager over Patient Financial Counseling & Outreach Staff is responsible for the leadership, supervision, and operational management of the Patient Financial Counselors, Outreach & Enrollment team members. This position ensures that uninsured and underinsured patients receive assistance with eligibility screening, enrollment into Medicaid, CHIP, Sliding Fee Discount Programs, and other public benefit programs.
The Manager oversees staff performance, program compliance, community outreach initiatives, enrollment activities, grant reporting, and patient access strategies that support the health center's mission of improving access to affordable healthcare services for underserved populations.

RESPONSIBILITIES

1. Manage all the Patient Financial Counselor activities, including but not limited to:
   • Supervise, coach, train, and evaluate Patient Financial Counselors, Enrollment Specialists, and Certified Enrollment Counselors.
   • Oversee Medicaid, CHIP, and other health coverage enrollment activities.
   • Ensure compliance with federal, state, HRSA, and grant-funded outreach requirements.
   • Maintain staff certifications and training required for Certified Application Counselors and Patient Financial Counselors on Sliding Fee Program, BadgerCare Plus, or related program enrollment in clients’ language or with interpretation services.
2. Monitor enrollment metrics, outreach activities, and program outcomes.
3. Prepare reports required by funding agencies and health center leadership.
4. Monitor productivity, quality measures, enrollment outcomes, and staff performance.
5. Develop and maintain departmental workflows, policies, and procedures.
6. Conduct regular team meetings and provide ongoing professional development.
7. Direct patient eligibility screening and financial assistance processes.
8. Ensure proper implementation of Sliding Fee Discount Program policies.
9. Assist patients with insurance coverage options and financial assistance applications.
10. Develop strategies to reduce uninsured rates and improve patient access to care.
11. Develop and implement outreach plans targeting uninsured and underserved populations.
12. Establish partnerships with community organizations, schools, social service agencies, and local stakeholders.
13. Coordinate enrollment events, health fairs, and community education programs.
14. Promote awareness of available health coverage and healthcare services.
15. Ensure adherence to related HRSA regulations, Marketplace requirements, Medicaid policies, HIPAA, and FQHC standards.
16. Audit enrollment files and documentation for accuracy and completeness.
17. Monitor data collection and reporting requirements.
18. Maintain payer master file accuracy at established organizational standards.
19. Minimize claim denials attributable to registration, eligibility, or payer configuration errors.
20. Ensure timely implementation of assigned payer updates and regulatory changes within EMR and practice management systems.
21. Achieve departmental quality targets for insurance data integrity and eligibility verification accuracy.
22. Maintain confidentiality and safeguard protected health information.
23. Track key performance indicators, including:
    • Number of patients screened
    • Insurance enrollments completed
    • Medicaid approvals
    • Marketplace enrollments
    • Sliding fee enrollments
    • Outreach contacts and events
    • Analyze trends and develop strategies to improve program performance.
24. Perform all duties in Patient Advocate job description as needed.

1. Bachelor's degree in Healthcare Administration, Public Health, Social Work, Business Administration, or related field preferred. Equivalent combination of education or experience may be considered.
2. Three to five years of experience in Patient Financial Services.
3. Proficiency in revenue life cycle and related payer plans and requirements.
4. Ability to analyze and evaluate program results.
5. Experience in an FQHC, community health center, hospital financial counseling department, or public health setting preferred.
6. Demonstrate strong critical thinking, writing, communication, and problem-solving skills.
7. Experience working with HRSA and FQHCs.  
8. MS Office applications and willingness to learn the use of specialized software.
9. Experience working with a bilingual, multicultural population.
10. Excellent attention to detail and strong organizational skills.
11. Experience in the administration of government and private grants.