The Financial Counselor assists patients and their families with a host of services to ensure that the process of collecting payments is fully
explained and is as comfortable as possible.

Work Location:

Baptist Health 

Cardiovascular Associates

3980 Colonnade Pkwy

Birmingham, AL 35243

Near Brookwood Hospital

Essential Functions
 Understands the importance Orlando Health places on providing exemplary customer service and performs job functions in a manner
that helps meet the department customer service goals.
 Demonstrates a positive and professional approach and communicates effectively with customers and team members at all times.
 Identifies customer service issues and resolves or initiates necessary follow-up.
 Efficiently and accurately gathers and inputs patient/guarantor demographic and financial information.
 Explains necessary forms and obtains signatures from patient/guarantor.
 Contacts appropriate payers, verifying benefits and obtaining necessary authorizations.
 Utilizes appropriate reports to contact insurance payers for resolution to accounts that are pending or denied.
 Explains insurance benefits and collects co-pays, deductibles and self-pay portions due.
 Collects for related professional care when appropriate.
 Collects outstanding balances due from previous accounts or establishes payment arrangements for these balances as appropriate.
 Able to answer basic customer billing questions.
 Contacts Primary Care or Admitting Physician to obtain authorizations, diagnosis, and procedure detail as necessary.
 Documents authorization and benefit information in registration system.
 Assembles patient record and obtains copies of relevant documents including insurance cards, photo identification cards and any
advance directives.
 Maintains a working knowledge of third party reimbursement requirements and regulations.
 Exhibits working knowledge in the use of all registration and scheduling systems, electronic verification tools and Web based
resources.
 Follows Patient Financial Services self-pay policies including completion of Guarantor Financial Statement Application, explanation
of payment options and collections of monies due.
 Follows Patient Financial Services policies related to cash handling.
 Performs department cashiering functions and point of service transactions.
 Collects and inventories patient valuables following policy guidelines.
 Maintains a working knowledge of the medical necessity screening process and appropriate systems.
 Maintains a working knowledge of ICD-10 and CPT codes.
 Performs appropriate pre-registration functions including calling physician offices, insurance payers and the patient/guarantor, as
necessary.
 Cross-trained with appropriate knowledge and skills necessary to staff multiple areas within department, including but not limited to
Front Desk, Admitting Office, Cashier, Insurance Verification, Floor Representatives, Pre-Registration, Scheduling and Emergency
Department Business Office.
 Participates in training of new team members.
 When performing scheduling functions maintains open communication with physicians and their offices, patients, all ancillary and
surgical areas to include scheduling, rescheduling and cancellations of single/multiple tests and procedures.
 When performing scheduling functions provide patients with thorough and accurate procedure information.
 Works with Nursing, Ancillary, Scheduling, Case Management, Social Workers, Managed Care Companies, Physicians, Administration,
Patient Accounting, HIM and other departments as needed.
 Maintains departmental logs for statistical reporting.
 Works departmental reports as assigned.
 Exhibits working knowledge in the use of the telephone system, scanners, printers, copy machine, fax machine, and paging systems.
 Consistently meets Quality Assurance standards set by Patient Access and the department.
 Meets departmental goals regarding collections, productivity and customer service.
 Maintains flexibility in work schedule availability that allows department to change/modify work schedule to meet departmental
needs.

 Meets federal, state and hospital requirements related to compliance issues.
 Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state
and local standards.
 Maintains compliance with all Orlando Health policies and procedures.
Other Related Functions
 Attends and participates in department staff meetings and attends other meetings as assigned.
 Participates in internal department committees.
 Responsible for reviewing and adhering to all Patient Financial Services and departmental education initiatives.
 Meets all corporate and Patient Financial Services annual recertification and education requirements.
 Assists his/her manager in planning and organizing department activities.

Education/Training
High School or equivalent.
Must complete Corporate and Patient Financial Services Orientation programs and annual education requirements.
Licensure/Certification
None.
Experience
 Two (2) years’ experience in a financial, business office, or customer service environment required.
 Proficient in Windows Microsoft Office-based products (Word, Excel, PowerPoint).
 Typing proficiency.
 One (1) year PC/Windows experience.