Patient Counselor

Job Description

ECU Health

About ECU Health

ECU Health is a mission-driven, 1,708-bed academic health care system serving more than 1.4 million people in 29 eastern North Carolina counties. The not-for-profit system is comprised of 13,000 team members, nine hospitals and a physician group that encompasses over 1,100 academic and community providers practicing in over 180 primary and specialty clinics located in more than 130 locations.

The flagship ECU Health Medical Center, a Level I Trauma Center, and ECU Health Maynard Children’s Hospital serve as the primary teaching hospitals for the Brody School of Medicine at East Carolina University. ECU Health and the Brody School of Medicine share a combined academic mission to improve the health and well-being of eastern North Carolina through patient care, education and research.

Position Summary

Provide quality customer service to all telephone and walk-in patients seeking assistance/information via ECU Health - Central Business Office. Proactive pursuit of self-pay accounts. Financial analysis of underinsured and uninsured patient accounts to include review for unidentified third party pay potential or financial assistance. Evaluate incoming correspondence to determine appropriate response to requests, inquiries and complaints. Prepare collection summary to refer accounts for after hours calls. Performs other related responsibilities as required or requested. Demonstrates service excellence.

Responsibilities

Daily review of patients registered as self-pay.

Research Imaged charts for unidentified third party payers. Initiate telephone calls to residences in pursuit of insurance information, payment in full or payment arrangements.

Conduct on-line search for unidentified Medicaid coverage. Verify and add discovered insurance, change account financial class and redirect account to the Billing Department.

Evaluate uninsured patients, counsel and refer for financial assistance to include Medicaid, State Agencies, NC Crime Victims' Fund and other assistance programs.
Review incoming mail.

Analyze all correspondence to determine the action needed.

Impart a knowledgeable reply to all requests, inquiries and complaints in a timely manner, or channel the correspondence to the appropriate source.
Assess accounts to determine collect-ability.

Review accounts for referral for after hours calls.

Prepare a brief summary of the patient's outstanding accounts and pay history.

Concisely document reason for referral, action requested and desired results.

Refer accounts to receiving counselors via online transfer.
Performs in accordance with accepted procedure and responds to special requests by management in a timely and accurate manner.
Adheres to the policies and procedures.

Uses tact and courtesy in all interactions including but not limited to staff, patients and payers.

Promotes a positive image and supports management in goals and objectives.

Handles inquiries and complaints discreetly and effectively.
Receive external and internal call-in and walk-in customers.

Professionally and courteously address and resolve questions, inquiries and complaints in a timely manner.

Serve as liaison and referral source between the customers and the ECU Health service they require.

Facilitate follow-up on denied claims and the need for corrected claims.

Assess and facilitate the need for clinical or Risk review of accounts.

Arrange suitable payment plans, to include consolidation of accounts in accordance with accepted practices.

Assist ECU Health employees with employee discounts and payroll deductions.

Concise and accurate documentation of all account contacts and transactions initiated.

Compliance with HIPAA Policy and Procedures in the performance of all duties above.
Initiate collection calls after insurance has paid.

Make inquiry to determine if there is unidentified insurance coverage. Pursue payment in full on after insurance balance.

When needed, assess financial situation and arrange a payment plan suitable for the patient and ECU Health.

Verify and update demographic information.

Explain the billing cycle and clarify guarantor responsibility to pay monthly.

Minimum Requirements

High School plus 2 years or more of formal training/education in Health Occupations, Business or related, Customer Service or collections or Associate College Degree or higher.

More than 1 year but less than 2 years with Third party payers, Patient Accounting, Assistant Patient Counselor positions, Physician offices, Insurance companies, Financial Institutions, Imaging Specialist, Cashiers

One year of related experience may be substituted for one year of education up to two years

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.

Contact Information

For additional information, please contact:

Angie Nichols, Talent Acquisition Consultant

ECU Health Talent Acquisition

Email: [email protected]